TY  - THES
N1  - Ira Setyaningsih. S.T., M.Sc
ID  - digilib48853
UR  - https://digilib.uin-suka.ac.id/id/eprint/48853/
A1  - Mardiana Nur Safitri, NIM. 17106060039
Y1  - 2021/11/19/
N2  - Good service quality enable an industry to survive or even win in the
competition for market share. One way to get good service quality is to measure
service quality attributes. TIKI is one of the goods delivery service industries that
also needs to improve service quality in order to compete with other industries. The
measurable service attributes of goods delivery services can be used as a reference
in order to develop the quality of service. The methods used in measuring the
service attributes are the Servqual (Service Quality) and IPA (Importance
Performance Analysis) methods. The Servqual method is used to see how far the
difference or gap between the services provided by the delivery service and the
expectations or expectations of consumers or users. The IPA method is used to find
out which attributes need to be improved and which need to be maintained. There
are 3 service attributes that are priority improvements because they are still below
the expectations of consumers. These attributes are attribute C3 (employees are
responsive to customer requests), attribute D1 (security of the package when it
reaches the customer is guaranteed from damage), and attribute E1 (employees are
willing to inform delays (delivery / arrival of packages)). These service attributes
need to be developed and problem solving done. The problem solving method used
in this research is the TRIZ method.
PB  - UIN SUNAN KALIJAGA YOGYAKARTA
KW  - Quality of service
KW  -  customer satisfaction
KW  -  expectations
KW  -  perceptions
M1  - skripsi
TI  - ANALISIS PENINGKATAN KUALITAS PELAYANAN DENGAN
MENGGUNAKAN PENDEKATAN SERVQUAL, IPA DAN TRIZ
(Studi Kasus : TIKI Cabang Klaten)
AV  - restricted
EP  - 148
ER  -