Peningkatan Kualitas Layanan Penyedia Layanan Logistik Berdasarkan Integrasi SERVQUAL dan QFD
DOI:
https://doi.org/10.26593/jrsi.v11i2.5253.229-242Kata Kunci:
Kualitas Layanan, IPA, Kano, QFD, SERVQUALAbstrak
Tujuan penelitian ini mencari sebab-sebab ketidakpuasan pelanggan dan implikasinya pada manajemen operasi penyedia jasa logistik (logistics service provider/LSP) dengan meningkatkan kualitas layanan pelanggan. Penelitian ini terbatas pada studi kasus manajemen rantai pasok perusahaan jasa logistik layanan Pusat Logistik Berikat (PLB) di Cilincing dan Studi kasus dilakukan dengan metode kualitatif dan kuantitatif, dengan validasi pakar berdasarkan metode Delphi. Pengumpulan data dilakukan di masa pandemi covid-19 Kuesioner disebar pada sampel terbatas 50 pelanggan PLB menggunakan aplikasi google form dan wawancara semi struktur untuk pendalaman informasi terkait dengan observasi ke lokasi. Pendekatan service quality (SERVQUAL) 5 dimensi divalidasi menggunakan data primer dari 40 data kuesioner yang terisi lengkap. Dihasilkan 33 atribut valid dan analisis GAP menemukan 30 atribut dengan kinerja rendah yang berpengaruh terhadap kepuasan konsumen. Kontribusi terhadap tingkat kepuasan diberikan oleh dimensi reliability, assurance, tangibles, responsiveness dan empathy, dengan dimensi empathy menjadi prioritas perbaikan. Berdasarkan important performance analysis (IPA diidentifikasi enam atribut sebagai voice of customer (VOC). Evaluasi QFD menghasilkan bahwa dalam peningkatan kualitas layanan pelanggan, yang terpenting adalah kinerja profesional yang merupakan nilai tambah bagi proses logistik dan paling rendah adalah respon cepat dari tim layanan pelanggan. Ditemukan pula bahwa persyaratan teknis tertinggi adalah cycle time dan terendah adalah stock out. Sebagai implikasi teknis, pendekatan SERVQUAL dan QFD dapat digunakan untuk peningkatan kepuasan pelanggan melalui peningkatan kualitas sumber daya manusia dan manajemen pengadaan barang.
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