Analisis kepuasan konsumen terhadap kualitas layanan jaringan distribusi PT. XYZ Kabupaten dan Kota Probolinggo

Andrew Setiawan Rusdianto; Bambang Herry Purnomo; Ida Bagus Suryaningrat; Dani Prasetyo

doi:10.21107/agrointek.v18i2.18414

Analisis kepuasan konsumen terhadap kualitas layanan jaringan distribusi PT. XYZ Kabupaten dan Kota Probolinggo

Andrew Setiawan Rusdianto, Bambang Herry Purnomo, Ida Bagus Suryaningrat, Dani Prasetyo

Abstract

The need for fertilizer in the agricultural sector is critical as one of the keys to soil fertility. PT. XYZ is a company engaged in the fertilizer, chemical and agribusiness industries which has a network of authorized kiosks. A decrease in the number of kiosks in the distribution network area of Probolinggo Regency dan City may indicate that the services provided by the company still do not meet the expectations of consumers, resulting in a decrease in consumer satisfaction. This study aimed to determine the attributes of service quality, and the level of customer satisfaction based on the servqual attribute on service quality and compile recommendations for service improvement in the distribution network at PT. XYZ of Probolinggo Regency dan City. The analytical method used was the servqual method to identify and determine the condition of service quality with five servqual dimensions and the Importance Performance Analysis (IPA) method to obtain priority service attributes. The results showed that there were 3 service attributes has positive GAP and 23 service attributes had negative GAP values. The mapping used the Importance Performance Analysis quadrant obtained 5 service attributes in quadrant A (Top Priority), 7 service attributes in quadrant B (Maintain Service), 7 service attributes in quadrant C (low priority), and 7 service attributes in quadrant D (Excessive). Recommendations for improvements that can be made based on the attributes in quadrant A (Top Priority).

Keywords

Customer Satisfaction; Importance Performance Analysis; Service Quality;

Full Text:

PDF (Bahasa Indonesia)

References

Aida, U. N., Y. Wibowo, and B. H. Purnomo. 2019. Analisis Kualitas Jamur Krispy Berbasis Kepuasan Konsumen (Studi Kasus: Ikm Berkah Cinta Trenggalek). Agrointek 13(2):91–99.

Antoro, T. Y., and A. Lutfi. 2014. Penentuan Prioritas Perbaikan Kualitas Layanan Pada Organisasi Sektor Publik Menggunakan Metode Servqual Dan Ipa. Paper Knowledge . Toward a Media History of Documents 7(2):107–15.

Dewanto, F. G., J. J. M. R. Londok, R. A. V. Tuturoong, and W. B. Kaunang. 2017. Pengaruh Pemupukan Anorganik Dan Organik Terhadap Produksi Tanaman Jagung Sebagai Sumber Pakan. Zootec 32(5):1–8.

Djunaidi, M., E. Setiawan, and T. Hariyanto. 2006. Analisis Kepuasan Pelanggan Dengan Pendekatan Fuzzy Service Quality Dalam Upaya Peningkatan Kualitas Pelayanan. Jurnal Ilmiah Teknik Industri 4(3):139–146.

Immanuel, G. A., and R. Setiawan. 2020. Implementasi Metode Importance Performance Analysisuntuk Pengukuran Kualitas Sistem Informasi Akademik. KURAWAL Jurnal Teknologi, Informasi dan Industri 3(2):181–190.

Indrawati, Y., and N. Untarini. 2017. Pengaruh ketidakpuasan terhadap keputusan perpindahan merek dengan kebutuhan mencari variasi sebagai variabel moderasi. Jurnal Ilmu Manajemen 5(1):1–11.

Norsita, D. I., I. R. Revulaningtyas, and S. Wijanarti. 2021. Pengaruh Kemasan Produk Minuman Coklat Banjaroyo Terhadap Minat Beli. Agrointek 15(2):469–476.

Sudrajad, J. S., and N. R. Andayani. 2019. Analisis kepuasan pelanggan terhadap kualitas pelayanan di PT RAMAJAYA COPIER. JOURNAL OF APPLIED BUSINESS ADMINISTRATION 3(1):119–131.

Suyitno, A., and I. Sudarso. 2019. Desain Peningkatan Kepuasan Pelanggan Dengan Pendekatan Metode Servqual dan IPA Di Underpass Cafe. Seminar Nasional Inovasi dan Aplikasi Teknologi di Industri 2019:140.

Winarno, H., and T. Absor. 2018. Analisis Kualitas Pelayanan Dengan Metode Service Quality (Servqual) Dan Importance Performance Analysis (Ipa) Pada Pt. Media Purna Engineering. Jurnal Manajemen Industri dan Logistik 1(2):146–160.

Yusup, F. 2018. Uji validitas dan reliabilitas instrumen penelitian kuantitatif. Jurnal Tarbiyah: Jurnal Ilmiah Kependidikan 7(1):17–23.