Strategi Peningkatan Kualitas Pelayanan Di PT XYZ Menggunakan Tree Diagram Berdasarkan Model Kano

Abstract

The increasing in online buying and selling activities causes the need for delivery of goods to also increase. This phenomenon is a great opportunity for entrepreneurs to open a freightforwarding service business. PT XYZ as one of the State-Owned Enterprises engaged in the field of freight forwarding has to be able to maintain its existence and improve thequality of service in order to be able to compete with new competitors. This study aims toprovide strategies for improvements to enhance the service quality at PT XYZ so that it can meet consumer satisfaction by using a tree diagram based on the Kano model.
Datacollecting was carried out by distributing questionnaires to consumers who had used the goodsdelivery services of PT XYZ Cilaki and Asia Africa, Bandung City. Based on the research results, it was found that 6 attributes were included in the must be category, 13 onedimensional attributes, 3 attractive attributes, and 2 indifferent attributes. Improvements that need to be carried on by the company are increasing the quality of service attributes that areincluded in the must be and one dimensional categories that affects consumer dissatisfaction.
Keywords: Freight Forwarding Services, Service Quality, Customer Satisfaction, Kano Model,Tree Diagram

Meningkatnya kegiatan jual beli online menyebabkan kebutuhan pengiriman barang ikut meningkat. Hal tersebut menjadi kesempatan besar bagi pengusaha untuk membuka usaha jasa pengiriman barang. PT XYZ sebagai salah satu Badan Usaha Milik Negara yangbergerak di bidang ekspedisi pengiriman barang harus bisa menjaga eksistensinya dan meningkatkan kualitas pelayanan agar mampu bersaing dengan pesaing baru. Penelitian ini bertujuan memberikan strategi perbaikan untuk meningkatkan kualitas pelayanan pada PT XYZ sehingga dapat memenuhi kepuasan konsumen dengan menggunakan tree diagram berdasarkan model kano. Pengumpulan data dilakukan melalui penyebaran kuesioner kepada konsumen yang pernah menggunakan jasa pengiriman barang PT XYZ Cilaki dan Asia Afrika Kota Bandung. Berdasarkan hasil penelitian didapatkan bahwa 6 atribut termasuk ke dalam kategori must be, 13 atribut one dimensional, 3 atribut attractive, dan 2 atribut indifferent. Perbaikan yang perlu dilakukan perusahaan yaitu meningkatkan kualitas pelayanan atribut yang termasuk kategori must be dan one dimensional yang mempengaruhi ketidakpuasan konsumen. Kata kunci: Jasa Pengiriman Barang, Kualitas Pelayanan, Kepuasan Pelanggan, Model Kano,Tree Diagram