Formulasi strategi peningkatan kualitaslayanan agen putra mekar jaya menggunakan metodeservqual, importance performance analysis (ipa), dan houseof risk (hor)

DETAIL KOLEKSI

Formulasi strategi peningkatan kualitaslayanan agen putra mekar jaya menggunakan metodeservqual, importance performance analysis (ipa), dan houseof risk (hor)

Oleh : Imam Dwi Prasetyo

Info Katalog

Penerbit : FTI - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2026

Pembimbing 1 : Iveline Anne Marie

Kata Kunci : Service Quality, SERVQUAL, IPA, House of Risk, Mineral Water Gallon Distribution, Customer Satisfac

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2026_SK_STI_063002200011_Halaman-Judul.pdf
2.	2026_SK_STI_063002200011_Surat-Pernyataan-Revisi-Terakhir.pdf	1
3.	2026_SK_STI_063002200011_Surat-Hasil-Similaritas.pdf	1
4.	2026_SK_STI_063002200011_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf	1
5.	2026_SK_STI_063002200011_Lembar-Pengesahan.pdf	1
6.	2026_SK_STI_063002200011_Pernyataan-Orisinalitas.pdf	1
7.	2026_SK_STI_063002200011_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf	1
8.	2026_SK_STI_063002200011_Bab-1-Pendahuluan.pdf
9.	2026_SK_STI_063002200011_Bab-2-Landasan-Teori.pdf
10.	2026_SK_STI_063002200011_Bab-3-Metodologi-Penelitian.pdf	17
11.	2026_SK_STI_063002200011_Bab-4-Analisis-dan-Pembahasan.pdf
12.	2026_SK_STI_063002200011_Bab-5-Kesimpulan-dan-Saran.pdf
13.	2026_SK_STI_063002200011_Daftar-Pustaka.pdf	7
14.	2026_SK_STI_063002200011_Lampiran.pdf	6

Abstrak
Abstract

P Peningkatan persaingan usaha distribusi air mineral menuntut umkm untuk mampumemberikan kualitas layanan yang sesuai dengan harapan pelanggan.ketidaksesuaian layanan, seperti keterlambatan pengiriman dan lambatnya responpelayanan, dapat menurunkan kepuasan pelanggan serta memunculkan risikooperasional. penelitian ini bertujuan untuk mengevaluasi kualitas layanan distribusigalon air mineral serta menentukan prioritas perbaikan dan mitigasi risikomenggunakan integrasi metode service quality (servqual), importanceperformance analysis (ipa), dan house of risk (hor). penelitian melibatkan 41pelanggan sebagai responden. hasil penelitian menunjukkan bahwa atribut dengangap terbesar terdapat pada kecepatan respon pesanan pelanggan sebesar -0,34. hasilipa menunjukkan atribut prioritas utama meliputi kecepatan respon pelayanan,bantuan petugas saat kendala, serta kondisi tutup dan segel galon. hor fase 1menghasilkan risk agent prioritas dengan nilai aggregate risk potential (arp)tertinggi sebesar 1269, sedangkan hor fase 2 menunjukkan aksi mitigasi prioritasberupa membuat checklist harian dengan nilai effectiveness to difficulty ratio(etd) sebesar 7324. berdasarkan hasil tersebut, strategi peningkatan kualitaslayanan dirancang ke dalam strategi jangka pendek, jangka menengah, dan jangkapanjang, dengan beberapa usulan perbaikan yang telah diimplementasikan sesuaihasil diskusi dengan pemilik agen pmj sebagai langkah awal peningkatan kualitaslayanan.integrasi metode servqual, ipa, dan hor mampu menghasilkanrekomendasi strategi peningkatan layanan yang lebih terarah.

I Increasing competition in the bottled water distribution business requires small andmedium enterprises (smes) to provide service quality that meets customerexpectations. poor service performance, such as delivery delays and slow responseto customer orders, can reduce customer satisfaction and increase operational risks.this study aims to evaluate the service quality of bottled water distribution anddetermine improvement priorities and risk mitigation strategies by integrating theservice quality (servqual), importance performance analysis (ipa), andhouse of risk (hor) methods. the study involved 41 customers as respondents.the results showed that the largest service quality gap was found in theresponsiveness to customer orders, with a gap value of âˆ’0.34. the ipa resultsidentified the main improvement priorities as response speed, employee assistancewhen problems occur, and the condition of bottle caps and seals. in hor phase 1,the highest-priority risk agent had an aggregate risk potential (arp) value of1,269, while hor phase 2 identified the creation of a daily checklist as the primarymitigation action, with an effectiveness-to-difficulty (etd) ratio of 7.324. basedon these findings, service improvement strategies were developed into short-term,medium-term, and long-term plans, with several improvement actions alreadyimplemented following discussions with the owner of pmj agency as an initial stepto improve service quality. the integration of the servqual, ipa, and hormethods provides more focused and systematic service improvement strategies.