ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN DISTRIBUSI PRODUK KONSTRUKSI DENGAN PENDEKATAN PHYSICAL DISTRIBUTION SERVICE QUALITY (PDSQ) (STUDI KASUS DI CV. TUNGGAL TEKNIK Surabaya)

ACHMAD, LUTFIANTO (2013) ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN DISTRIBUSI PRODUK KONSTRUKSI DENGAN PENDEKATAN PHYSICAL DISTRIBUTION SERVICE QUALITY (PDSQ) (STUDI KASUS DI CV. TUNGGAL TEKNIK Surabaya). Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.

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Abstract

n the age of globalization and the ease of access to information, the development of products and services that have rapidly changing how customers interact with a company. To deal with situations and circumstances that employers should be able to as well as fast and responsive in making dicisions for the company which was estabilished to develop properly. As for one sales technique in question is related to how and how high the quality of services provided to consumers. This is so that they feel the satisfaction of customers as expected. CV. Tunggal Teknik is one of the national private company engaged in general trading and manufacturing of construction materials. Products with the most demand is minimalist iron fence. Where yak competitor tires that must be faced, then improved quality of service is one of the most important ways to do the company in the face of the many competitors, in order to maintain customer loyalty and continue the company's long-term. With these problems, the method of Physical Distribution Service Quality (PDSQ) is an appropriate method for measuring the quality of a distribution service. To purpose of this study was to determine how well the quality of distribution services that have been provided to the customer and can be proposed improvements to the distribution service the company if there is an indication of lack of quality service company. Based on the results of data processing for each dimension of Physical Distribution Service Quality (PDSQ), then earned customer satisfaction index (CSI) from the largest to the smallest is as follows, the timeliness dimension of 92,5%, condition dimension of 88,5%, and availability of 82,7%. While the calculation of overall customer satisfaction index as much as 87,9% earned, amounting to 87.9% means that the level of overall satisfaction experienced by customers on the quality of physical distribution services received from the company. Thus the service provided by the company has been very good. Keywords : Physical distribution service quality, customer satisfaction index.

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