PENINGKATAN KUALITAS PELAYANAN DENGAN METODE SERVQUAL DAN TRIZ DI PT. XYZ
| Main Authors: | Nofi . Erni; Universitas Esa Unggul, Iphov Kumala Sriwana; Universitas Esa Unggul, Wira Tri Yolanda; Universitas Tarumanagara |
|---|---|
| Format: | Article application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Prodi Teknik Industri FT Untar
, 2014
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| Subjects: | |
| Online Access: |
http://journal.tarumanagara.ac.id/index.php/jidtind/article/view/1643 |
Daftar Isi:
- Competition is becoming increasingly fierce and difficult to predict requires every company to improve which quality of the resulting product. The research was conducted in PT. XYZ branch Pondok Indah and Pondok Pinang, one of the companies in the field of freight forwarder and logistics services. In this industry, services into the core product must be managed properly to increase customer satisfaction. The method used in this research is SERVQUAL method to analyze problems related to quality of service, and TRIZ method for solving the problems. The result of this research shows prpopsed improvements on the 5 attributes with the greatest value gap between perseption and expectation of costumers. Based on analysis result with TRIZ method, give an idea for the repair of service quality that is put the queue numbers at a height of 1325mm in front of the enrance, separating and classifying the items to be sentinto several categories, change the HVS paper into the paper with good quality and thickness and using bright color such as blue as the background on information board , provide regular training to staff andprovide rewards to staff who provide the best service and the punishment to staff who provide bad service.