PENILAIAN KUALITAS LAYANAN DAN PENERAPAN TOTAL QUALITY MANAGEMENT PADA PERUSAHAAN PENYEDIA JASA TRANSPORTASI KERETA API

Akhmad Ikbar, Rika Faimah P.L., S.T., M.Sc., Ph.D.

2020 | Skripsi | S1 MANAJEMEN

PT. Kereta Api Indonesia (PT. KAI) adalah perusahaan yang bergerak di bidang jasa transportasi. Dalam industri jasa, kualitas layanan memiliki peran yang sangat vital karena berkaitan erat dengan kepuasan pelanggan dan profitabilitas perusahaan jangka panjang. Kualitas layanan yang baik dihasilkan dari praktik-praktik manajemen yang baik, salah satunya dengan menerapkan konsep total quality management (TQM). Perlu dilakukan penilaian terhadap kualitas layanan dan penerapan TQM di PT. KAI. Penelitian ini menggunakan pendekatan kuantitatif deskriptif dengan lima dimensi kualitas layanan dan tiga dimensi utama TQM. Data dikumpulkan melalui survei menggunakan kuesioner. Responden dalam penelitian ini berjumlah 150 pengguna kereta api dan 92 pegawai PT. KAI di Kota Yogya dan Kota Solo. Analisis data menggunakan metode SERVPERF dan statistik deskriptif. Hasil penelitian menunjukkan kualitas layanan dan penerapan TQM di PT. KAI sudah baik, namun masih diperlukan perbaikan pada beberapa atribut kualitas layanan. Penelitian ini dilakukan di satu wilayah operasi PT. KAI, yaitu Daerah Operasi 6 Yogyakarta sehingga tidak bisa digeneralisasi.

PT. Kereta Api Indonesia (PT. KAI) is a company engaged in the field of transportation services. In the service industry, service quality has a vital role because it is closely related to customer satisfaction and long-term corporate profitability. Good service quality results from good management practices, one of which is by applying the concept of total quality management (TQM). There is a need to conduct an assessment of the quality of service and the application of TQM at PT. KAI. This study uses a descriptive quantitative approach with five dimensions of service quality and three main dimensions of TQM. Data was collected through a survey using a questionnaire. Respondents in this study were 150 train users and 92 employees of PT. KAI in Kota Yogyarta and the Kota Solo. Data analysis using the SERVPERF method and descriptive statistics. The results showed the quality of service and application of TQM in PT. KAI is already good, but improvements are still needed in some service quality attributes. This research was conducted in one operational area of PT. KAI, which is the 6th Operation Region of Yogyakarta so that it cannot be generalized.

Kata Kunci : kualitas layanan, total quality management, SERVPERF, PT. KAI.