Dirang, Muhamad (2020) ANALISIS KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PENGGUNA RUANG TUNGGU PENUMPANG PELABUHAN TANJUNG PERAK DENGAN METODE SERVQUAL DAN TRIZ. Other thesis, UPN Veteran Jawa Timur.
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Abstract
The Port of Tanjung Perak, Surabaya, is the second largest port after the Port of Tanjung Priok. In carrying out its functions and duties, this port serves passenger and freight terminals and to obtain optimal and efficient results, supporting facilities are required. This research was conducted in the waiting room of Surabaya's Tanjung Tanjung harbor on 84 respondents using the servqual and Triz methods, But in reality the port itself experienced various problems in providing services to users of the waiting room, as evidenced by various complaints from 84 respondents regarding the waiting room service. Based on the existing problems, the researchers made observations in the waiting room of Tanjung Tanjung surabaya port to find out the extent of the level of service quality provided by applying the Servqual method, and the results of the study showed that the level of service quality provided by the port as a whole showed a score of -1 42, which indicates that the port has not been able to meet the expectations of waiting room users, where most of the service attributes studied have a negative value. To determine the best solution for each attribute of service quality improvement that is felt to be still lacking, the researchers applied the TRIZ 40 inventive principle method to find effective steps in realizing service quality improvements in accordance with the capacity, and the current port conditions. Keywords: Servqual, expectations, customer perception, 40 inventive principle TRIZ.
| Item Type: | Thesis (Other) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Fatchullah Fatchullah | ||||||||
| Date Deposited: | 23 Oct 2020 08:04 | ||||||||
| Last Modified: | 23 Oct 2020 08:04 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/396 |
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