Analisis Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA) (Studi Kasus di PDAM Kabupaten Banggai

SAKINAH, NUR’IRNI NAHRI (2024) Analisis Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA) (Studi Kasus di PDAM Kabupaten Banggai. Masters thesis, Institut Teknologi Nasional Malang.

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Abstract

ABSTRAK PDAM Kab.Banggai merupakan perusahaan jasa yang mempunyai tujuan dalam memenuhi kebutuhan dalam bidang air bersih wajib memberikan pelayanan yang terbaik. Tujuan dilakukannya penelitian ini untuk menganalisis kualitas pelayanan berdasarkan kepuasan pelanggan dan mengetahui faktor-faktor yang berpengaruh terhadap kualitas pelayanan untuk mendapatkan penyelesaian penyebab permasalahan berdasarkan kualitas pelayanan. Penelitian ini menggunakan metode servqual untuk mengukur kualitas pelayanan dengan tingkat persepsi dan harapan konsumen dalam pelayanan yang diberikan oleh penyedia jasa. Selanjutnya dengan metode Importance Performance Analysis (IPA) yang digunakan dalam pengukuran tingkat kepentingan dan kinerja sehingga perusahaan mengetahui atribut yang perlu dilakukan perbaikan dan dipertahankan dalam pelayanan berdasarkan diagram kartesius. Setelah itu digunakan Fishbone Diagram untuk untuk menganalisis timbulnya akibat yakni dengan mencari dan menggambarkan faktor-faktor yang menjadi penyebab dari permasalahan yang ada. Kemudian diberikan usulan perbaikan dan diserahkan PDAM untuk ditindaklanjuti oleh PDAM Kab.Banggai. Hasil analisa Service Quality terhadap kualitas pelayanan PDAM Kab. Banggai didapatkan Gap negative pada atribut B5 (-1,200), atribut C1 (-1,140), atribut C2 (-1,120) dan pada atribut D5 (-0,560). Hasil analisa menggunakan IPA didapatkan 4 atribut yaitu atribut B5, C1, C2 dan D5. Usulan perbaikan yang diberikan kepada PDAM Kab. Banggai adalah berupa usulan perbaikan yang telah didiskusikan dengan pihak PDAM sehingga selanjutnya pihak PDAM bisa langsung menindaklanjuti usulan perbaikan yang diberikan. Namun, pihak PDAM menyampaikan akan melakukan perbaikan secara bertahap. Kata kunci : Kepuasan pelanggan, Service Quality, IPA, Fishbone Diagram Abstract PDAM Kab.Banggai is a service company that has the aim of meeting the needs in the field of clean water must provide the best service. The purpose of this research is to analyze service quality based on customer satisfaction and find out the factors that affect service quality to get solutions to the causes of problems based on service quality. This study uses the servqual method to measure service quality with the level of perceptions and expectations of consumers in the services provided by service providers. Furthermore, the Importance Performance Analysis (IPA) method is used in measuring the level of importance and performance so that the company knows the attributes that need to be improved and maintained in service based on a Cartesian diagram. After that, the Fishbone Diagram is used to analyze the consequences by finding and describing the factors that cause the existing problems. Then given the proposed improvements and submitted PDAM to be followed up by PDAM Kab.Banggai. The results of the Service Quality analysis of the quality of service PDAM Kab. Banggai obtained Gap negative attribute B5 (-1,200), attribute C1 (-1,140), attribute C2 (-1,120) and attribute D5 (-0,560). The results of the analysis using IPA obtained 4 attributes, namely attributes B5, C1, C2 and D5. Proposed improvements given to the PDAM Kab. Banggai is in the form of proposed improvements that have been discussed with the PDAM so that the PDAM can immediately follow up on the proposed improvements given. However, the PDAM said it would make improvements in stages. Keywords: Customer satisfaction, Service Quality, IPA, Fishbone Diagram

Item Type: Thesis (Masters)
Uncontrolled Keywords: Keywords: Customer satisfaction, Service Quality, IPA, Fishbone Diagram
Subjects: Engineering > Industrial Engineering
Divisions: Program Pasca Sarjana > Teknik Industri S2 > Teknik Industri S2(Tesis)
Depositing User: NUR'IRNI NAHRI SAKINAH
Date Deposited: 11 Oct 2024 09:02
Last Modified: 11 Oct 2024 09:02
URI: http://eprints.itn.ac.id/id/eprint/15275

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