Pramuditha, Vania Putri (2019) Perancangan Layanan Third Party Logistics di Kota Malang dengan Menggunakan Integrasi Metode Kansei Engineering, Kano, dan HOQ. Sarjana thesis, Universitas Brawijaya.
Abstract
Seiring dengan pesatnya peningkatan arus perdagangan di era globalisasi ini, menimbulkan perubahan yang cepat dan berdampak luas bagi perekonomian. Pemenuhan kebutuhan pelanggan merupakan hal yang kritis dalam setiap perusahaan. Salah satu perusahaan dalam industri jasa yang perlu meningkatkan daya saingnya adalah perusahaan penyedia layanan logistik atau third party logistics (3PL). Sejak 3 tahun terakhir, jumlah perusahaan ekspedisi di Kota Malang terus meningkat. Seluruh perusahaan 3PL di Kota Malang memiliki layanan utama yaitu layanan transportasi. Berdasarkan penelitian terdahulu yang dilakukan pada perusahaan logistik terbesar di Indonesia oleh Hartono (2018), terdapat rata-rata gap negatif sebesar -0,497 yang mengindikasikan bahwa pengguna layanan masih kurang puas karena harapan berada di atas kenyataan yang dirasakan oleh pelanggan terhadap seluruh atribut layanan ekspedisi. Metode yang digunakan dalam penelitian ini adalah Logistics Service Quality (LSQ), Kansei Engineering, Kano, dan QFD. Atribut layanan 3PL dikelompokkan sesuai dengan dimensi kualitas dari LSQ, untuk kemudian dilakukan gap analysis untuk mengetahui gap antara persepsi dan ekspektasi pelanggan terhadap layanan 3PL. Klasifikasi atribut layanan sesuai dengan model Kano dilakukan untuk mengetahui bobot kepentingan suatu atribut layanan tersebut. Metode kansei engineering digunakan untuk menangkap kebutuhan pelanggan. Setelah menentukan atribut layanan, menglasifikasikannya sesuai dengan kategori Kano, serta menentukan kebutuhan pelanggan melalui kansei engineering, perbaikan desain layanan 3PL dilakukan dengan metode House of Quality (HOQ) dan service blueprinting. Pelanggan perusahaan 3PL di Kota Malang membutuhkan teknologi informasi yang memuat informasi lengkap dan mudah digunakan; respon perusahaan terhadap kebutuhan pelanggan cepat, tangkas, dan segera; pelacakan barang yang dikirimkan cepat, mudah, praktis, inovatif, dan dapat diandalkan; ketepatan waktu penerimaan barang terjamin; pertanggungjawaban profesional, standar, tanggungjawab, melegakan, memuaskan dan membantu; perusahaan inovatif dan memiliki inovasi baru; kemampuan customized service perusahaan fleksibel, dapat disesuaikan dan membantu; identitas petugas standar dan lengkap; kecepatan pengiriman cepat dan segera; kemampuan perusahaan memenuhi pesanan dapat diandalkan; hubungan perusahaan dengan pelanggan profesional, manusiawi, ramah, peduli, dan membantu; akurasi dokumen pembayaran akurat; seragam petugas standar dan rapi; akurasi pengiriman akurat; kompetensi pengetahuan karyawan terhadap pemberian informasi komprehensif, standar, dan dapat diandalkan; barang aman dan terjamin serta ditangani dengan berhati-hati agar tidak hilang dan cacat. Guna memenuhi kebutuhan-kebutuhan tersebut, perusahaan dapat mengembangkan sumber daya perusahaan, mengembangkan sistem informasi, meningkatkan on-time delivery rate, meningkatkan persentase penyelesaian keluhan, meningkatkan persentase kepuasan pelanggan, menurunkan persentase barang hilang dan cacat, dan meningkatkan delivery rate accuracy.
English Abstract
Along with the rapid increase in trade flows in this era of globalization, causing rapid changes and broad impact on the economy. Meeting customer needs is critical in every company. One company in the service industry that needs to increase its competitiveness is a third party logistics (3PL) company. Since the last 3 years, the number of shipping companies in Malang City continues to increase. All 3PL companies in Malang City have main services, namely transportation services. Based on previous research conducted by the largest logistics company in Indonesia by Hartono (2018), there is a negative average gap of -0.449 which indicates that service users are still not satisfied because expectations are above the reality perceived by the customer on all attributes of the expedition service. The method used in this study is Logistics Service Quality (LSQ), Kansei Engineering, Kano, and QFD. The attributes of 3PL services are grouped according to the quality dimensions of LSQ, then a gap analysis is carried out to find out the gap between customer perceptions and expectations of 3PL services. The classification of service attributes according to the Kano model is done to determine the weight of the importance of a service attribute. The Kansei engineering method is used to capture customer needs. After determining service attributes, classifying them according to the Kano category, and determining customer needs through kansei engineering, the improvement of 3PL service design is done by the House of Quality (HOQ) method and blueprinting service. Customers of 3PL companies in Malang City need information technology that contains complete and easy to use information; the company's response to customer needs is fast, agile, and immediate; tracking goods shipped is fast, easy, practical, innovative, and reliable; the timeliness of receiving goods is guaranteed; company's responsibilities are standards, responsible, relief, satisfying and helpful; company have new innovations; flexible, customizable and helpful customized service capabilities of the company; standard and complete officer identity; fast and immediate delivery speed; the ability of companies to fulfill orders is reliable; professional, humane, friendly, caring and helpful company relationships with customers; accurate payment document accuracy; standard and neat officer uniform; accurate delivery accuracy; employee knowledge competency towards providing comprehensive, standard and reliable information; goods are safe and secure and handled with care so they are not lost and defective. In order to meet these needs, companies can develop company resources, develop information systems, increase on-time delivery rates, increase the percentage of complaint resolution, increase the percentage of customer satisfaction, reduce the percentage of lost and defective items, and improve delivery rate accuracy.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FT/2019/4/051904484 |
| Uncontrolled Keywords: | Perancangan Jasa, Third-party Logistics, Kansei Engineering, Model Kano, House of Quality, Service Design, Third-party Logistics, Kansei Engineering, Kano Model, House of Quality |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 14 Nov 2020 02:54 |
| Last Modified: | 25 Aug 2022 02:23 |
| URI: | http://repository.ub.ac.id/id/eprint/173725 |
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