DAFTAR ISI

HALAMAN JUDUL............................................................................................i
HALAMAN PENGESAHAN TIM PENGUJI....................................................ii
HALAMAN PERNYATAAN KEASLIAN TULISAN.......................................iii
KATA PENGANTAR ..........................................................................................iv
DAFTAR ISI.........................................................................................................v
DAFTAR GAMBAR...........................................................................................vi
DAFTAR TABEL................................................................................................vii
BAB I

PENDAHULUAN
1.1 LatarBelakang...............................................................................1
1.2 PerumusanMasalah.......................................................................4
1.3 TujuanPenelitian...........................................................................4
1.4 PembatasanMasalahdanAsumsi....................................................4
1.5 SistematikaPenulisanSkripsi.........................................................5

BAB II

TINJAUAN PUSTAKA
2.1 Pengertian Jasa..............................................................................6
2.1.1 Karakteristik Utama Jasa.....................................................6
2.2 KualitasPelayanan.........................................................................7
2.3 KualitasJasa..................................................................................7
2.4 Dimensi Kualitas Jasa...................................................................7
2.5 KepuasaanPelanggan....................................................................8
2.6 Mengukur Kepuasan Pelanggan...................................................8
2.7 Populasi dan Sampel.....................................................................9
2.8 Metode Service Quality (Servqual)..............................................9
2.9 Quality Function Deployment(QFD)...........................................10
2.9.1........................ManfaatQuality Function Deployment (QFD)
............................................................................................11
2.9.2 House of Quality(HOQ).....................................................12
2.9.3 Tahap-tahapQuality Function Deployment (QFD).............15
2.10 SkalaLikert..................................................................................18
2.11 PenelitianTerdahulu....................................................................19

BABIII

METODOLOGI PENELITIAN

3.1 ObjekPenelitian............................................................................25
3.2 Diagram Alir Penelitian...............................................................25
3.2.1.................................................................................Observasi
............................................................................................27
3.2.2..........................................................................StudiLiteratur
............................................................................................27
3.2.3.................................................................PerumusanMasalah
............................................................................................27
3.2.4......................................................................TujuanPenelitian
............................................................................................27
3.2.5..................................................................Pengumpulan Data
............................................................................................28
3.2.6....................................................UjiValiditas dan Reliabilitas
............................................................................................29
3.2.7...............................Pengolahan Data dengan Service Quality
............................................................................................30
3.2.8.......................................PembuatanHouse of Quality (HOQ)
............................................................................................31
3.2.9............................................................................AnalisaHasil
............................................................................................33
3.2.10 Kesimpulan dan Saran......................................................33
BAB IV PENGUMPULAN DAN PENGOLAHAN DATA
4.1 Pengumpulan Data.......................................................................34
4.1.1 Data Historis Jumlah Pelanggan.........................................34
4.1.2 Data Hasil Kuesioner..........................................................34
4.2 Pengolahan Data..........................................................................38
4.2.1 Perhitungan Sampel............................................................39
4.2.2 Uji Validitas........................................................................39
4.2.3 Uji Reliabilitas....................................................................41
4.2.4 Rata-rata Tingkat Kepuasan yang Diterima.......................42
4.2.5 Rata-rata Harapan...............................................................43
4.2.6 Kesenjangan (GAP)............................................................45
4.2.7 Planning Matrix.................................................................47
4.2.8 Respon Teknis (Tehnical Response)...................................58
4.2.9 Matrik Interaksi..................................................................61

4.2.10 Interaksi antar Parameter Teknik......................................61

4.2.11 Nilai Matrik Interkasi dengan Parameter Teknik..............63
4.2.12 Pembuatan House o Quality.............................................64
4.3 Analisa Data.................................................................................66
4.3.1 Analisa Karakteristik Responden........................................66
4.3.2 Analisa Prioritas Pengguna Jasa Surat dan Barang.............67
4.3.3 Analisa Parameter Teknik, Matrik Interkasi dan Target......79
4.4 Usulan Peningkatan atau Perbaikan Kualitas Pelayanan.............81
BAB V

KESIMPULAN DAN SARAN

5.1 Kesimpulan..................................................................................83
5.2 Saran............................................................................................83

DAFTAR PUSTAKA..........................................................................................85
LAMPIRAN

10

DAFTAR GAMBAR
Gambar 2.1Model Konseptual Service Quality..................................................10
Gambar 2.2House of Quality...............................................................................13
Gambar3.1Diagram Alir Penelitian.....................................................................26
Gambar4.1Matrik Interkasi.................................................................................61
Gambar4.2Interaksi antar Parameter Teknik.......................................................63
Gambar4.3House of Quality................................................................................65

11

DAFTAR TABEL
Tabel 2.1SimboldalamRelationship Matrix........................................................14
Tabel 2.2 PenelitianTerdahulu.............................................................................19
Tabel4.1 Jumlah Pelanggan Pengguna Jasa Surat dan Barang...........................34
Tabel4.2Atribut Pelayanan Jasa..........................................................................35
Tabel4.3 Rekapitulasi Responden Berdasarkan Umur........................................36
Tabel4.4 Rekapitulasi Responden Berdasarkan Pekerjaan.................................36
Tabel4.5 Rekapitulasi Responden Berdasarkan Pendidikan...............................36
Tabel4.6 Data Nilai Target..................................................................................37
Tabel4.7 Data Sales Point...................................................................................38
Tabel4.8 Hasil Uji Validitas Tingkat Kepuasan..................................................40
Tabel4.9 Hasil Uji Reliabilitas Tingkat Kepuasan..............................................41
Tabel4.10 Hasil Perhitungan Rata-rata Tingkat Kepuasan.................................42
Tabel4.11 Hasil Perhitungan Rata-rata Harapan.................................................44
Tabel4.12 Hasil Perhitungan Nilai Gap Atribut Pelayanan................................46
Tabel4.13 Hasil Perhitungan Nilai Rata-rata Gap Dimensi Servqual.................47
Tabel4.14 Hasil Perhitungan Importance Matrix................................................49
Tabel4.15 Hasil Perhitungan Normalized...........................................................51
Tabel4.16 Importance to Customer.....................................................................52

12

Tabel4.17 Hasil Perhitungan Rata-rata Tingkat Kepuasan Benchmark..............54

Tabel4.18 Hasil Perhitungan Rasio Perbaikan....................................................55
Tabel4.19 Hasil Perhitungan Bobot Atribut........................................................57
Tabel4.20 Hasil Perhitungan Normalisasi Bobot................................................58
Tabel4.21 Respon Teknis....................................................................................58
Tabel4.22 Arah Perbaikan Respon Teknis..........................................................60
DAFTAR RUMUS
Rumus 3.1 Rumus Slovin.............................................................................28
Rumus 3.2 Rumus Validitas.........................................................................29
Rumus 3.3 Rumus Reliabilitas.....................................................................30
Rumus 3.4 Rumus Rata-rata Ekspektasi......................................................30
Rumus 3.5 Rumus Rata-rata Persepsi..........................................................30
Rumus 3.6 Rumus Gap Service Quality......................................................30
Rumus 3.7 Rumus Importance to Customer................................................31
Rumus 3.8 Rumus Customer Satisfaction Performance..............................32
Rumus 3.9 Rumus Competitive Satisfaction Performance..........................32
Rumus 3.10 Rumus Rasio Perbaikan...........................................................32
Rumus 3.11 Rumus Raw Weight..................................................................32
Rumus 3.12 Rumus Normalized Raw Weight..............................................32

13

14

DAFTAR LAMPIRAN
Lampiran A Kuesioner Pendahuluan...................................................................A-1
Lampiran B Kuesioner Penelitian.......................................................................B-1
Lampiran C Rekapitulasi Kuesioner Tingkat Kepentingan Kantor Pos..............C-1
Lampiran D Rekapitulasi Kuesioner Tingkat Kepuasan Kantor Pos..................D-1
Lampiran E Rekapitulasi Kuesioner Tingkat Kepuasan JNE Pontianak............E-1
Lampiran F Rekapitulasi Kuesioner Tingkat Kepuasan TiKi Pontianak............F-1
Lampiran G Rekapitulasi Kuesioner Tingkat Harapan Kantor Pos Pontianak...G-1
Lampiran H Kuesioner Nilai Target....................................................................H-1
Lampiran I Kuesioner Sales Point......................................................................I-1
Lampiran J Hasil Uji Validitas Tingkat Kepuasan Kantor Pos Pontianak..........J-1
Lampiran K Hasil Uji Reliabilitas Tingkat Kepuasan Kantor Pos Pontianak.....K-1
Lampiran L Hasil Perhitungan Importance Rating of Need................................L-1
Lampiran M Tabel R...........................................................................................M-1

15

DAFTAR ISTILAH

Assurance

: Pengetahuan, kesopanan karyawan serta kemampuan

mereka dalam menumbuhkan rasa percaya dan

Customer

keyakinan pelanggan.
: Perorangan, kelompok, perusahaan yang menerima,
membayar ouput pelayanan.

Emphaty

: Memberikan perhatian personal kepada para

pelanggan.

Industri

: Merupakankelompokperusahaan yang
menghasilkandanmenjualbarangsejenisataujasasejenis

Jasa

.
: Setiap tindakan atau kegiatan yang dapat ditawarkan
oleh suatu pihak kepada pihak lain yang pada
dasarnya bersifat intangible (tidak berwujud fisik)
dan tidak mengakibatkan perpindahan kepemilikan

Quality

apapun.
Pendekatan sistematik yang menentukan tuntutan

Function

atau permintaan konsumen kemudian menerjemahkan

Deployment

tuntutan teresbut secara akurat kedalam desain teknis,

(QFD)
Reliability

manufacturing, dan perencanaan produksi yang tepat.

: Kemampuan untuk menyampaikan layanan yang

Responsivenes

dijanjikan secara akurat sejak pertama kali.

: Kesediaan dan kemampuan layanan untuk membantu

16

s
Tangibles

dan merespon permintaandengan segera.

: Penampilan fisik fasilitas layanan,
peralatan/perlengkapan sumber daya manusia dan
materi komunikasi perusahaan.

17