Peningkatan kualitas pelayanan pada industri freight forwarding dengan integrasi IPA dan taguchi = Service quality improvement in freight forwarding industry with integration IPA and taguchi
| Main Authors: | Priyambodo Nur Ardi Nugroho, author, Add author: Isti Surjandari Prajitno, supervisor, Add author: Fauzia Dianawati, supervisor, Add author: Teuku Yuri M. Zagloel, examiner, Add author: Yadrifil, examiner, Add author: Akhmad Hidayatno, examiner |
|---|---|
| Format: | Masters Bachelors |
| Terbitan: |
Universitas Indonesia
, 2010
|
| Subjects: | |
| Online Access: |
https://lib.ui.ac.id/detail?id=133042 |
| ctrlnum |
133042 |
|---|---|
| fullrecord |
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<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><type>Thesis:Masters</type><title>Peningkatan kualitas pelayanan pada industri freight forwarding dengan integrasi IPA dan taguchi = Service quality improvement in freight forwarding industry with integration IPA and taguchi</title><creator>Priyambodo Nur Ardi Nugroho, author</creator><creator>Add author: Isti Surjandari Prajitno, supervisor</creator><creator>Add author: Fauzia Dianawati, supervisor</creator><creator>Add author: Teuku Yuri M. Zagloel, examiner</creator><creator>Add author: Yadrifil, examiner</creator><creator>Add author: Akhmad Hidayatno, examiner</creator><publisher>Universitas Indonesia</publisher><date>2010</date><subject>Perceived quality -- Customer loyalty</subject><description>Loyalitas pelanggan adalah salah satu hal yang sangat penting dalam industri barang maupun jasa. Jika pelanggan sudah loyal pada perusahaan atau organisasi tertentu maka pelanggan akan terus menggunakan produk atau jasa dari perusahaan tersebut. Industri freight forwarder merupakan salah satu industri yang bergerak di bidang jasa. Freight Forwarder sebagai penyedia jasa logistik pihak ketiga yang melakukan pengiriman barang melalui beberapa mode transportasi yaitu udara ,laut dan darat. Jarang di temukan pelanggan yang hanya loyal pada satu perusahaan saja. Meningkatkan kualitas pelayanan terhadap pelanggan tentunya akan menjadi tujuan utama bagi pelaku industri freight forwarder. Penelitian ini dilakukan dengan tujuan untuk mengetahui faktor-faktor yang bisa meningkatkan kualitas pelayanan pada industri freight forwarder sehingga dapat dijadikan dasar untuk perbaikan demi meningkatkan loyalitas pelanggan. Penelitian sebelumnya menunjukkan bahwa faktor-faktor yang pengaruh terhadap loyalitas pelanggan. adalah perceived value, perceived quality, trust, customer complaint,dan image. Setelah dilakukan integrasi IPA dan Taguchi tampak bahwa sebenarnya terdapat hal-hal yang penting untuk ditingkatkan berkaitan dengan upaya untuk dapat menciptakan loyalitas pelanggan. Hal-hal tersebut adalah Trust, Image, dan Perceived Value. Indikator faktor yang berada dalam kuadran 4 (tingkatkan kinerja) adalah Care untuk faktor Trust, Reputation faktor Image, dan Considered to be a Good Buy untuk faktor Perceived Value.
<hr>
Customer loyalty plays an important role in industry both product and services. If customer become loyal to one company or organization then customer will keep using the company?s product and services. Freight Forwarder is a third party logistics services provider which shipped goods using air, sea and trucking transportation mode . It has been so rarely found a customer who loyal only to one company. Commonly, customer moved from one to another company. To improve the service quality would be very important for the forwarder. This research's goal is to find out the which factors that affect customer loyalty that need to be improved. Previous research shows that perceived value, perceived quality, trust, customer complaint and image are the factors affecting customer loyalty. Integrated Importance Performance Analysis and Taguchi method was used in this research as the tools. The result shows that factor Trust, Image, Perceived Value need to be improved. Importance Performance Analysis for each factors indicator shows that Care for Trust, Reputation for Image and Considered to be a good buy for Perceived Value are the factor that need to be improved.</description><identifier>https://lib.ui.ac.id/detail?id=133042</identifier><recordID>133042</recordID></dc>
|
| format |
Thesis:Masters Thesis Thesis:Bachelors |
| author |
Priyambodo Nur Ardi Nugroho, author Add author: Isti Surjandari Prajitno, supervisor Add author: Fauzia Dianawati, supervisor Add author: Teuku Yuri M. Zagloel, examiner Add author: Yadrifil, examiner Add author: Akhmad Hidayatno, examiner |
| title |
Peningkatan kualitas pelayanan pada industri freight forwarding dengan integrasi IPA dan taguchi = Service quality improvement in freight forwarding industry with integration IPA and taguchi |
| publisher |
Universitas Indonesia |
| publishDate |
2010 |
| topic |
Perceived quality -- Customer loyalty |
| url |
https://lib.ui.ac.id/detail?id=133042 |
| contents |
Loyalitas pelanggan adalah salah satu hal yang sangat penting dalam industri barang maupun jasa. Jika pelanggan sudah loyal pada perusahaan atau organisasi tertentu maka pelanggan akan terus menggunakan produk atau jasa dari perusahaan tersebut. Industri freight forwarder merupakan salah satu industri yang bergerak di bidang jasa. Freight Forwarder sebagai penyedia jasa logistik pihak ketiga yang melakukan pengiriman barang melalui beberapa mode transportasi yaitu udara ,laut dan darat. Jarang di temukan pelanggan yang hanya loyal pada satu perusahaan saja. Meningkatkan kualitas pelayanan terhadap pelanggan tentunya akan menjadi tujuan utama bagi pelaku industri freight forwarder. Penelitian ini dilakukan dengan tujuan untuk mengetahui faktor-faktor yang bisa meningkatkan kualitas pelayanan pada industri freight forwarder sehingga dapat dijadikan dasar untuk perbaikan demi meningkatkan loyalitas pelanggan. Penelitian sebelumnya menunjukkan bahwa faktor-faktor yang pengaruh terhadap loyalitas pelanggan. adalah perceived value, perceived quality, trust, customer complaint,dan image. Setelah dilakukan integrasi IPA dan Taguchi tampak bahwa sebenarnya terdapat hal-hal yang penting untuk ditingkatkan berkaitan dengan upaya untuk dapat menciptakan loyalitas pelanggan. Hal-hal tersebut adalah Trust, Image, dan Perceived Value. Indikator faktor yang berada dalam kuadran 4 (tingkatkan kinerja) adalah Care untuk faktor Trust, Reputation faktor Image, dan Considered to be a Good Buy untuk faktor Perceived Value.
<hr>
Customer loyalty plays an important role in industry both product and services. If customer become loyal to one company or organization then customer will keep using the company?s product and services. Freight Forwarder is a third party logistics services provider which shipped goods using air, sea and trucking transportation mode . It has been so rarely found a customer who loyal only to one company. Commonly, customer moved from one to another company. To improve the service quality would be very important for the forwarder. This research's goal is to find out the which factors that affect customer loyalty that need to be improved. Previous research shows that perceived value, perceived quality, trust, customer complaint and image are the factors affecting customer loyalty. Integrated Importance Performance Analysis and Taguchi method was used in this research as the tools. The result shows that factor Trust, Image, Perceived Value need to be improved. Importance Performance Analysis for each factors indicator shows that Care for Trust, Reputation for Image and Considered to be a good buy for Perceived Value are the factor that need to be improved. |
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