Abstract
Complaints within the companyare often found in service companiesbecause of the complexity of theactivities in the service company. Speedand accuracy are important for freightforwarding companies. The purpose ofquality control is to reduce complaints(defects) and even achieve zero defects.The focus of this research is to analyzethe service attributes that need to bedeveloped by PT Kamadjaja Surabayawith the Six Sigma method. The resultsof this study indicate that the quality ofservice has not been maximized which isstill far from the level of 6 sigma withDPMO 3.4 for that service needs to beimproved. This is indicated from theresults of measurements with the sixsigma method showing an averageperformance score of 3.74; expectationscore of 4.90; gap -1,16; satisfactionlevel is 76.37%, DPMO value is 251733,and sigma level is 2.25. It becomes thedominant attribute that causes customerdissatisfaction
Highlights
Indonesia) is one of the largest shipping companies in Indonesia which used to only operate in the shipping sector, but currently has opened a subsidiary engaged in the EMKL (Sea Cargo Expedition) field
To maintain existence and be able to compete with new entrants, companies must improve the quality of service so that customers do not switch to other companies
According to (Nugroho and Priarta, 2011), one way to win the competition is that companies must be able to provide satisfaction to their customers, for example by providing better quality products, cheaper prices, and better services than competitors
Summary
Indonesia) is one of the largest shipping companies in Indonesia which used to only operate in the shipping sector, but currently has opened a subsidiary engaged in the EMKL (Sea Cargo Expedition) field. In the face of competition, companies must be able to provide quality products or services, both in terms of price and speed of service. Consumers who are satisfied with the services provided will have implications for the creation of customer loyalty, so they will not switch to competitor service products. Kamadjaja Surabaya, which has several business branches in the city of Surabaya, seems to still have shortcomings in terms of service This is evidenced by complaints from consumers such as delays in picking up goods, delays in delivery of goods, time of moving goods from containers to the. According to Sunyoto employees to provide satisfying answers (2012) there are several definitions of to customers Based on these problems, the deeds (actions, procedures, activities); researchers tried to find the main intangible processes and performance.
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