Electronic Theses and Dissertation

Kualitas Pelayanan adalah indikator utama yang dapat mengidentifikasi tingkat
kepuasan konsumen. Salah satu perusahaan jasa Titipan Kilat (TIKI) Express
merupakan perusahaan Indonesia yang lahir dan besar di Indonesia. Salah satu
perusahan yang menyediakan berbagai jenis pelayanan seperti jasa pengemasan
barang, pengiriman barang dan makanan adalah PT TIKI Express. Selama masa
pandemi PT TIKI Express mengalami beberapa permasalahan yaitu seperti pesanan
dimasa pandemi yang meningkat sehingga menyebabkan TIKI overload yang
mempengaruhi ketepatan waktu dalam pengiriman, serta produk yang cacat akibat
kurang diperhatikannya barang selama proses pengiriman. Hal tersebut menyebabkan
kurangnya kualitas dari pelayanan TIKI. Untuk mengatasi permasalahan tersebut
maka dilakukan analisis kualitas pelayanan PT TIKI Express selama masa pandemi
menggunakan metode service quality dan Importance Performance Analisys.
Berdasarkan perhitungan dengan metode service quality pada TIKI Express Banda
Aceh dapat diketahui bahwa nilai gap rata - rata yang didapatkan adalah sebesar -
0,262. Berdasarkan hasil tersebut disimpulkan bahwa pelayanan dari PT TIKI
Express masih belum memuaskan dikarenakan nilai yang dihasilkan negatif sehingga
dilakukan perbaikan menggunakan metode IPA. Indikator-indaktor yang harus
diperbaiki adalah tempat parkir yang luas dan aman, kemampuan karyawan dalam
mengatasi keluhan serta waktu pengiriman yang belum tepat waktu. Diharapkan
indikator tersebut dapat menjadi usulan perbaikan guna meningkatkan kualitas
pelayanan PT TIKI Express kedepannya.

Kata Kunci: Kualitas Pelayanan, Service Quality, Importance Performance Analysis,
Gap, PT TIKI Express

Service Quality is the main indicator that can identify the level of customer satisfaction. One of freight forwarder company in Indonesia is Titipan Kilat (TIKI) Express is an Indonesian company that was born and raised in Indonesia. One of company that provides various types of services such as packaging services, delivery of goods and food is PT TIKI Express. During the pandemic period PT TIKI Express experienced several problems, such as orders increased during the pandemic, causing TIKI to overload which affected the timeliness of delivery, as well as defective products due to lack of attention to goods during the delivery process. This causes a lack of quality of TIKI services. To overcome these problems, an analysis of the service quality of PT TIKI Express during the pandemic was carried out using the service quality method and Importance Performance Analysis. Based on calculations using the service quality method at TIKI Express B. Aceh, it can be seen that the average gap value obtained is -0.262. Based on these results, it is concluded that the service from PT TIKI Express is still not at satisfactory stage because the resulting value is negative, so improvements are made using the IPA method. The indicators that must be improved are a large and safe parking space, the ability of employees to handle complaints and delivery times that are not on time. It is hoped that these indicators can be proposed improvements to improve the quality of PT TIKI Express services in the future. Keywords: Service Quality, Service Quality method, Importance Performance Analysis, Gap, PT TIKI Express