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INTEGRASI SERVQUAL DAN MODEL KANO KE DALAM QFD PADA PENGUKURAN KUALITAS PELAYANAN PAKET POS DI PT. POS INDONESIA CABANG BENGKULU Fitri Yanti; Trisna Murni
Jurnal Ilmiah Ekonomi Bisnis Vol 24, No 3 (2019)
Publisher : Universitas Gunadarma

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (841.893 KB) | DOI: 10.35760/eb.2019.v24i3.2277

Abstract

PT. Pos adalah perusahaan publik pemerintah yang bergerak dalam bisnis informasi, uang, dan layanan pengiriman paket. Adapun tujuan penelitian ini adalah mengetahui kualitas tingkat layanan paket pos di PT. Pos Indonesia Cabang Bengkulu dan mengetahui kriteria apa saja yang harus diperbaiki dan ditingkatkan dengan menggunakan metode SERVQUAL(Kualitas Layanan), Kano Model dan penyebaran kualitas fungsi. Penelitian ini menggunakan metode gabungan, terdiri dari SERVQUAL(Kualitas Layanan), Model Kano, dan Penyebaran Fungsi Kualitas (Quality Function Deployment/QFD). Informasi yang diperlukan diperoleh dari kuesioner yang didistribusikan melalui kuesioner SERVQUAL dan kuesioner kano kepada pelanggan yang pernah mendapatkan layanan perusahaan. Data yang terkumpul kemudian diproses dengan metode kualitas layanan dan dikelompokkan ke dalam kategori kano kemudian penyebaran fungsi kualitas (PFK) sebagai desain perbaikan. Berdasarkan analisa kuesioner dihasilkan bahwa skor gap Kualitas Layanan -1,02, model Kano diperoleh dua atribut yang diklasifikasikan Attractive (A), 11 atribut diklasifikasikan dalam one dimensional (O) dan sembilan  atribut diklasifikasikan dalam Must-be (M). Berdasarkan analisis matriks rumah kualitas/PFK diperoleh  11 tanggapan teknis yang perlu dilakukan oleh manajemen kantor pos Indonesia yaitu: Peningkatan kinerja melalui training, seminar dan workshop, peningkatan layanan pada pelanggan, penyempurnaan SOP penerimaan dan pengiriman paket, komputerisasi loket/ titik layanan yang terintegrasi secara on-line, pemanfaatan teknologi kode baris (barcode), pengiriman barang dengan sarana jejak lacak (track and trace), peningkatan kinerja standarisasi waktu tempuh kiriman pos, pengembangan jaringan angkutan, peningkatan pengadopsian sistem ISO pada pelayanan pengiriman paket, standarisasi peralatan dan sistem informasi, perluasan titik layanan dengan pola kerjasama.
THE ROLE OF LEADRERSHIP, DISCIPLINE AND THE EMPLOYEES’ PERFORMANCE OF MINISTRY OF RELIGION KEPAHIANG REGENCY Slamet Widodo; F Romsi; Trisna Murni
The Manager Review Vol. 2 No. 1 (2020)
Publisher : UNIB Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/tmr.v2i1.11648

Abstract

The purpose of the study to determine the role of leadership to be one of the key factors in the life of the organization. leadership, discipline, quality must be owned by the leader's office, is fundamentally individual advantages, including the ability to direct subordinates skills, provide motivation and at the same time is able to provide strict sanctions, with the employee if the employment irregularities. In addition it must be able to personally leader in conflict management and wise in making decisions. Performance in the Office of Religious Affairs Kepahiang District. who has not run well, so the decline in the quality of performance. The method used is the method of qualitative description. with the hope to expose all of the facts and events, with the hope of obtaining accurate research results and not merely engineering. For data collection using several ways including: interviews and questionnaires. The research results are leadership role as a blocker disorder is head office has memperedeksi all possibilities that will arise. As is also the head office divider human resources, as negotiators head office always negotiating with internal and external parties, local government. usual. The head office influence subordinates well enough, be friendly and do not distinguish one another, addressing example, and a good personality, well-dressed, saying gently, not favoritism. The head office can also give effect to encourage and give encouragement, confidence, a good example. Motivate subordinates, provide encouragement and inspiration. appreciation / compliments. The head can also create a conducive atmosphere in the work, giving a sense of responsibility, family, clean environment, giving pasilitas work, provide direction and guidance. Instilling the value of discipline. Creative office of the ministry of religion is not going well, had a good example, the price of mutual respect . Remuneration/incentive goes well, the awards also performed in groups. Communication was excellent. Good enough responsibility, commitment to a given task, cooperation, communication with colleagues.