Usulan Peningkatan Kualitas Pelayanan Di BC 5 HNI HPAI Kota Batam Menggunakan Metode IPA dan 5W+IH

Authors

  • Zahra Fauza Desvianda Teknik Industri, Institut Teknologi Nasional Bandung
  • Yoanita Yuniati Mukti Teknik Industri, Institut Teknologi Nasional Bandung

Keywords:

Kualitas pelayanan, Importance Performance, Analysis, Customer Satisfaction Index

Abstract

ABSTRAK
BC 5 HNI HPAI Kota Batam saat ini berupaya meningkatkan kualitas layanan karena masih terdapat keluhan pelanggan terkait kenyamanan ruangan, penerapan prokes, dan fasilitas parkir. Penelitian ditujukan untuk menghasilkan usulan peningkatan kualitas pelayanan menggunakan metode Importance Performance Analysis (IPA) untuk mengetahui variabel prioritas, metode Customer Satisfaction Index (CSI) digunakan untuk mengetahui indeks kepuasan variabel, dan analisis usulan menggunakan metode 5W+1H. Hasil penelitian terdapat 8 variabel berada di kuadran 1 matriks IPM yaitu, tempat parkir memadai, ruang tunggu memadai, brosur harga, karyawan dapat diandalkan, karyawan memastikan prokes pelanggan, karyawan menggunakan masker, perasaan aman dan nyaman bertransaksi, serta karyawan selalu mengucapkan salam. Hasil perhitungan CSI sebesar 60,74% dengan kategori cukup puas. Usulan berdasarkan metode 5W+1H sebagai berikut, menyusun ulang tata letak tempat parkir dan ruang tunggu, update brosur, edukasi herbal dan aplikasi HSIS, protokol kesehatan, mengucapkan salam, serta menjaga komunikasi dengan pelanggan.

ABSTRACT
BC 5 HNI HPAI Batam City is currently trying to improve service quality, there are still customer complaints related to features, implementation of procedures, and parking facilities. The research is aimed at producing service quality improvement offers using the Importance Performance Analysis (IPA) method to determine priority variables, the Customer Satisfaction Index (CSI) method used to determine the satisfaction index variable, and proposal analysis using the 5W+1H method. The results showed that there were 8 variables in quadrant 1 of the HDI matrix, namely, sufficient parking space, sufficient waiting room, price brochures, reliable employees, employees ensuring customers, employees using masks, feeling safe and comfortable in transactions, and employees always saying greetings. The result of CSI calculation is 60.74% with quite satisfied category. The proposal based on the 5W+1H method is as follows, arranging the layout of the parking lot and waiting room, updating brochures, herbal education and HSIS applications, health protocols, greeting, and maintaining communication with customers.

Published

2022-06-21 — Updated on 2022-07-11

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