ANALISIS KUALITAS PELAYANAN JASA IMPORT LESS CONTAINER LOADED (LCL) DI PT AGUNG RAYA MENGUNAKAN METODE QUALITY FUNCTION DEVELOPMENT (QFD) DENGAN MENGADOPSI PENGGABUNGAN SERVICE QUALITY DAN KANO MODEL

Abstract

The problem faced by PT Agung Raya today is declining number of customers, and the increasing number of complaints. Increasing complaints happened in 2016, with total complaints reached 15-40% from the previous year. The research aimed to identify and analyze the phenomenon, the empirical evidence as well as conclusions about how much influence the quality of import LCL services to the level of satisfaction felt by customers who use the services of PT Agung Raya.

This research was conducted using Quality Functional Development method, by adopting the Model Service Quality (SERVQUAL), and Kano Model. Data obtained from observation, interview, questioner and literature study by using Likert scale. The samples used were 29 respondents, obtained from the calculation of Slovin formula.

Based on the calculations using the Service Quality found that the level of customer expectations is much higher than the level of customer perception. With an average gap score is worth -0.1973. Whereas based on calculations using the Kano model known that there are three attributes in the category A (Attractive), 5 category O (one-dimensional), and entry attributes category 7 M (Must be). From the calculation of both methods, it can be done by using QFD completion, with the analyst, that employee training is one of the solutions to get the highest score to make customers be satisfied, which reached 22.35%, Employee Appreciation, amounting to 18.37%, customer service amounted to 17.62%, the implementation of 5S of 15.14%, amounting to 10.85% of employees addition, Controlling amounted to 8.99%, SOS application of 3.67%, and the standardization of facilities and infrastructure for 3:01%.