Electronic Theses and Dissertation

ABSTRAK
Industri jasa perbengkelan menghadapi tantangan dalam memenuhi harapan pelanggan, terutama terkait kualitas layanan, ketepatan waktu, dan kesesuaian bahan baku. PT Pupuk Iskandar Muda (PT PIM), sebagai salah satu penyedia jasa perbengkelan, juga mengalami permasalahan berupa keluhan pelanggan terhadap kualitas produk, penggunaan material yang tidak sesuai, serta keterlambatan penyelesaian pekerjaan. Kondisi ini berdampak pada kinerja layanan dan tingkat kepuasan pelanggan. Penelitian ini bertujuan untuk menganalisis kinerja jasa perbengkelan PT PIM melalui integrasi metode Internal Customer Satisfaction Index (ICSI) dan Total Quality Management (TQM) guna meningkatkan kualitas pelayanan. Data dikumpulkan melalui penyebaran kuesioner kepada 93 responden pengguna jasa perbengkelan PT PIM. Analisis data dilakukan menggunakan metode Net Promoter Score (NPS) untuk mengukur loyalitas pelanggan, Importance Performance Analysis (IPA) untuk mengevaluasi kinerja atribut layanan, dan regresi linear berganda untuk menguji pengaruh TQM dan kualitas layanan terhadap kepuasan pelanggan. Hasil penelitian menunjukkan bahwa NPS sebesar 57,29% mengindikasikan loyalitas pelanggan yang baik, dengan mayoritas pelanggan bersedia merekomendasikan jasa perbengkelan PT PIM. Nilai ICSI sebesar 86,8% menunjukkan tingkat kepuasan pelanggan yang sangat baik. Analisis IPA mengidentifikasi tiga prioritas utama yang perlu ditingkatkan, yaitu pendidikan dan pelatihan, fokus kepada pelanggan, dan reliability. Implementasi strategi perbaikan yang dirancang menghasilkan penurunan waktu pengerjaan sebesar 20% dan menyelesaikan 182 pekerjaan dalam dua bulan pertama tahun 2025. Penelitian ini merekomendasikan penguatan integrasi antara ICSI dan TQM sebagai dasar pengembangan strategi peningkatan layanan secara berkelanjutan.
Katakunci: Internal Customer Satisfaction Indeks, Importance Performance Analysis, Kepuasan Pelanggan, Kualitas Service, Total Quality Management.

ABSTRACT The Maintenance workshop service industry faces challenges in meeting customer expectations, particularly regarding service quality, timeliness, and material conformity. PT Pupuk Iskandar Muda (PT PIM), as one of the service providers, has encountered similar issues, including customer complaints related to product quality, the use of inappropriate materials, and delays in job completion. These conditions have negatively impacted service performance and customer satisfaction levels. This study aims to analyze the performance of PT PIM's workshop maintenance services by integrating the Internal Customer Satisfaction Index (ICSI) and Total Quality Management (TQM) methods to improve service quality. Data were collected through questionnaires distributed to 93 users of PT PIM’s maintenance workshop services. Data analysis was conducted using the Net Promoter Score (NPS) to measure customer loyalty, Importance Performance Analysis (IPA) to evaluate service attribute performance, and multiple linear regression to assess the influence of TQM and service quality on customer satisfaction. The results show that an NPS of 57.29% indicates good customer loyalty, with most customers willing to recommend PT PIM’s workshop services. An ICSI score of 86.8% reflects a very high level of customer satisfaction. IPA identified three key priority areas for improvement: education and training, customer focus, and reliability. The implementation of improvement strategies resulted in a 20% reduction in job completion time and the completion of 182 jobs within the first two months of 2025. This study recommends strengthening the integration of ICSI and TQM as the foundation for the continuous development of service improvement strategies. Keyword: Internal Customer Satisfaction Index, Importance Performance Analysis, Customer Satisfaction, Service Quality, Total Quality Management.