ANALISIS PENINGKATAN KUALITAS PELAYANAN DENGAN MENGGUNAKAN PENDEKATAN SERVQUAL, IPA DAN TRIZ (Studi Kasus : TIKI Cabang Klaten)

Mardiana Nur Safitri, NIM. 17106060039 (2021) ANALISIS PENINGKATAN KUALITAS PELAYANAN DENGAN MENGGUNAKAN PENDEKATAN SERVQUAL, IPA DAN TRIZ (Studi Kasus : TIKI Cabang Klaten). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

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.

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