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All Journal Jurnal Manajemen Teknologi JIPTEK : Jurnal Ilmiah Pendidikan Teknik dan Kejuruan IPTEK Journal of Proceedings Series Jurnal Rekayasa Sistem Industri Prosiding Seminar Nasional Sains Dan Teknologi Fakultas Teknik TEKMAPRO Journal of Industrial Engineering and Management Jurnal Pembangunan dan Alam Lestari Jurnal Teknik IJEBD (International Journal Of Entrepreneurship And Business Development) Bisma: Jurnal Bisnis dan Manajemen Prosiding Seminar Nasional Sains dan Teknologi Terapan Conference on Innovation and Application of Science and Technology (CIASTECH) Business and Finance Journal Accounting and Management Journal Jurnal Teknologi dan Manajemen Industri Journal of Sustainable Technology and Applied Science Jurnal Senopati : Sustainability, Ergonomics, Optimization, and Application of Industrial Engineering Jurnal Teknologi dan Manajemen Action Research Literate (ARL) Idarotuna : Jurnal of Administrative Science Prosiding Seminar Nasional Teknologi Industri Berkelanjutan Jurnal Sains dan Aplikasi Keilmuan Teknik Industri Proceeding Mercu Buana Conference on Industrial Engineering Journal of Science and Social Development E-Amal: Jurnal Pengabdian Kepada Masyarakat
Fuad Achmadi
Institut Teknologi Nasional Malang
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Journal : Accounting and Management Journal

 1 
ANALISIS KUALITAS LAYANAN BONGKAR MUAT DI PT TERMINAL PETIKEMAS SURABAYA DENGAN METODE SERVQUAL DAN QFD Bastian, Endhy; Ratnasari, Vita; Achmadi, Fuad
JURNAL AKUNTANSI DAN MANAJEMEN Vol 2 No 1 (2018): AUGUST
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/amj.v2i1.65

Abstract

  PT Terminal Petikemas Surabaya (TPS) has become one of the port services company has been trusted by various Indonesian and international companies in the management of international and domestic containers as well as various other loading and unloading services. PT TPS in providing international container management services is required to adjust its service level in accordance with international standards. Based on the Key Performance Indicator (KPI), the performance of PT TPS compared to some international ports in terms of Trund-Around Time (TRT), Gross Mover Per Hour (GMPH), and Berth Move Per Hour (BMPH) are still far behind with ports in UAE, Asia Pacific and India. The low performance of PT TPS based on the three indicators shows that the quality of service PT TPS still needs to be repaired. In this research, perception analysis and customer expectation with Service Quality (SERVQUAL) method to measure service quality of PT TPS. The gap between perception and customer expectation from Service Quality (SERVQUAL) is improved by Quality Function Deployment (QFD) method. And based on the two analysis, the preparation of strategies that should be applied by PT TPS to improve the quality of service. The results obtained show that all dimensions have satisfaction level “satisfied” which means that customers value the services provided by PT TPS is enough to meet expectations but still not maximal. Furthermore, Cartesius diagram analysis showed that there are 5 indicators that need improvement either immediately. The QFD analysis is performed to determine the recommended improvements on 5 indicators. Indicators that require top priority are indicators related to the competence of officers, especially administrative officers. So the management recommendation is to make Standard Operating Procedure (SOP) for each activity in port for administration officer
ANALISIS KUALITAS LAYANAN BONGKAR MUAT DI PT TERMINAL PETIKEMAS SURABAYA DENGAN METODE SERVQUAL DAN QFD Bastian, Endhy; Ratnasari, Vita; Achmadi, Fuad
JURNAL AKUNTANSI DAN MANAJEMEN Vol 2 No 1 (2018): Accounting and Management Journal
Publisher : Universitas Nahdlatul Ulama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/amj.v2i1.65

Abstract

PT Terminal Petikemas Surabaya (TPS) has become one of the port services company has been trusted by various Indonesian and international companies in the management of international and domestic containers as well as various other loading and unloading services. PT TPS in providing international container management services is required to adjust its service level in accordance with international standards. Based on the Key Performance Indicator (KPI), the performance of PT TPS compared to some international ports in terms of Trund-Around Time (TRT), Gross Mover Per Hour (GMPH), and Berth Move Per Hour (BMPH) are still far behind with ports in UAE, Asia Pacific and India. The low performance of PT TPS based on the three indicators shows that the quality of service PT TPS still needs to be repaired. In this research, perception analysis and customer expectation with Service Quality (SERVQUAL) method to measure service quality of PT TPS. The gap between perception and customer expectation from Service Quality (SERVQUAL) is improved by Quality Function Deployment (QFD) method. And based on the two analysis, the preparation of strategies that should be applied by PT TPS to improve the quality of service. The results obtained show that all dimensions have satisfaction level “satisfied” which means that customers value the services provided by PT TPS is enough to meet expectations but still not maximal. Furthermore, Cartesius diagram analysis showed that there are 5 indicators that need improvement either immediately. The QFD analysis is performed to determine the recommended improvements on 5 indicators. Indicators that require top priority are indicators related to the competence of officers, especially administrative officers. So the management recommendation is to make Standard Operating Procedure (SOP) for each activity in port for administration officer
Co-Authors Ahmad Saiful Anwar Akbar, Rizka Akidin, Lulud Ali Mahmudi Ali Waromi Anwar, Isrizal Ari Sam Primadiarta Arviezabil Yusuf ASHARI, FAISAL Auladan Prayoga Dhaneswara Bambang Syairuddin Bambang Syairudin, Bambang Bastian, Endhy Bastian, Endhy Briyan N.S. D. P. Anugrahing Hapsari Dafazal Saffan Danis Harianto Dany Irawan David Nasrun Dayal Gustopo Dayal Gustopo Dayal Gustopo Setiadjit Dayal Gustopo Setiadjit Dhayal Gustopo Dimas Indra Laksmana Ellysa Nursanti Eriza Nira Rismia Febry, Timotius Gagok Setiawan Hadi, Eko Kusuma Haki, Zulfani Hapsari, D. P. Anugrahing Ida Bagus Suardika Imam Santoso Irawan, Dany Julianus Hutabarat JUNAIDI, MUKSAN Kusuma, Dodi Angga Lenny Herawati Luhur Pambudi Herdanarpati M Ravi Rohmatulloh Mahfud Arifin Mambuhu, Eko Manggi Dwi Cahyono Maranatha Wijayaningtyas Mazita Mokhtar Maziyah, Nurul Muchammad Tamyiz Nahri Sakinah, Nur'irni Narto Narto Naufal, Aulia Fajar Ndari, Priska Wulan Nindy Yufila Sari Oktafianus Toding Oktafianus Toding Oktavianto, Iwan Pandiono Prakosa, Galih Arief Prima Vitasari Qorina Ulil Azmi Ramadhani, Anisa Ramadhani Renny Septiari Riska Septifani Rizal Rahman Rizka Akbar Rohmatulloh, M Ravi Rowi, Saiful Sabakula, Abner Umbu Laiya Saffan, Dafazal Sarbini Wono Sarbini Wono Seftia Ady Candra Sibut Sibut Sibut Sigit Arlandi Sukma Nugraha Silvina Ambarwati Siti Sopiah Sri Kumalaningsih Sri Wulan R Sukirno Sukirno Sumanto Sumitro, Martinus Robinson Surachman Surachman Surachman Surachman Togi H Nainggolan Udisubakti Ciptomulyono Verawati Verawati Vita Ratnasari Waluyo Prasetyo Waromi, Ali Yopi Ramadhani Robi Putra Yopi Ramadhani Robi Putra, Yopi Ramadhani Zulfani Haki