PENGUKURAN KEPUASAN PELANGGAN BERDASARKAN KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS PADA PERUM BULOG DIVRE JABAR

Abstract

Perum Bulog as a company which engaged in distribution of rice for the poor, especially in West Java. In the distribution process is often late delivery of rice for non-compliance with the schedule. Besides rice delivered, poor people also accepted less condition of rice which affected to customer satisfaction. The purpose of this study was to determine the suitability of service with what is expected by the customer, how much the level of customer satisfaction as well as to analyze the service attributes that must be repaired by Bulog.

This study used Importance Performance Analysis to determine the level of customer satisfaction with quality of services provided by Bulog. From the result by using Importance Performance Analysis was to measure the customer satisfaction.

From these results it can be seen that Bulog should improve the performance of the company on the following attributes: physical cleanliness rice received, services delivered by Bulog still not suit with satisfactory provisions, scheduled arrival of rice shipments that are not always on time, in accordance with the delivery schedule. Things to do in improving the attributes that have little value perceptions which are: Rice should be more guarded in warehouse and cleanliness existing arrangement. As well as on the issue, performance evaluation should be done by the company because it can be found negligence on the part of partners as it was before the rice distributed, better to conduct re-examination. Dervoce correction has been given to the community to enhanced quality. If there is a delay or a postponement on the delivery of rice to the point of allocation should be performed prior notice. Less total fleet of trucks less should be increased in number, so that rice can be distributed evenly and timely in accordance with the schedule.