PENERAPAN KANSEI ENGINEERING PADA JASA LOGISTIK UNTUK MENINGKATKAN KEPUASAN PELANGGAN (Kantor Pos Malang)
| Main Author: | Sari, Citra Permata |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
|
| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/56662/49/PENDAHULUAN.pdf http://eprints.umm.ac.id/56662/1/Bab%20I.pdf http://eprints.umm.ac.id/56662/4/Bab%20II.pdf http://eprints.umm.ac.id/56662/7/Bab%20III.pdf http://eprints.umm.ac.id/56662/50/Bab%20IV.pdf http://eprints.umm.ac.id/56662/5/Bab%20VI.pdf http://eprints.umm.ac.id/56662/51/Bab%20V.pdf http://eprints.umm.ac.id/56662/6/Lampiran.pdf http://eprints.umm.ac.id/56662/ |
Daftar Isi:
- This study discusses the service model in logistics services for shipping documents and packages through consulting service relationships and customer perception (kansei). Kansei Engineering is used in this article to support 24 questionnaire instruments and 41 service attribute questionnaire instruments. Sampling was done purposively with a total of 100 respondents in logistics services: service delivery packages, purchase packages, and service delivery packages. In this study, PLS-SEM is used to analyze the relationship between Kansei and logistical service elements. The results of this study indicate that the kansei variable has a significant influence on 16 service elements. The innovative word Kansei has a large portion in the delivery service, the reliable word kansei has the most in support services, the reliable and adjustable word kansei has a large portion in the delivery service. This study also produces the best service attributes at each service stage in order to improve service quality. This finding has important implications for service delivery managers in designing services that must be advantageous with service elements.