Andrianus, Yulio (2021) ANALISIS TINGKAT KEPUASAN LAYANAN DISTRIBUSI PRODUK DUA KELINCI DENGAN METODE PHYSICAL DISTRIBUTION SERVICE QUALITY DAN POTENTIAL GAIN CUSTOMER VALUE DI PT. HASIL TUNAS CEMERLANG. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Service is an activity that needs and desires of consumers meet the expectations and satisfaction of customers. PT. Hasil Tunas Cemerlang is a company engaged in general distributors consumer. Currently, PT. Hasil Tunas Cemerlang, especially the distribution of the product of Dua Kelinci that have a high demand received complaints from customer where the existence some cases of delay and delivery time longer which leads to disruption on the process of distribution to customers, the amount of product delivered is not in accordance with the order, unclear information on the availability of products, and others. This study uses the methods of Physical Distribution Service Quality (PDSQ) to measure the level of satisfaction of service distribution and Potential Gain in Customer Value (PGCV) to give the proposed improvements. On the method of PDSQ values obtained IKP with an average value perception for each dimension value obtained by 3,36 and for the average expectation obtained 4.73. The values of customer satisfaction index obtained 0.70 categorised as C or Quite Satisfied. After rating by the method of Potential Gain in Customer Value the recommendations for improvement strategies with five (5) highest rank is the Speed of the Delivery Time of the Product (T2) with a value 9,72, the attribute Information on the Availability of the Product (A2) with a value 9,12, the Accuracy In the Delivery of the Product (T4) with a value 9.04, the Condition Number of the Products are in Accordance of the Order (C2) with a value 8.70, the Speed of the Service Time of Booking (T1) with a value 7,76. Keywords : Distribution, Satisfaction, PDSQ, PGCV, Service
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Fatchullah Fatchullah | ||||||||
| Date Deposited: | 22 Jun 2021 04:48 | ||||||||
| Last Modified: | 22 Jun 2021 04:48 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/2107 |
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