ANALYSIS OF TOTAL QUALITY MANAGEMENT (TQM) AS AN EFFORT TO BUILD CUSTOMER SATISFACTION (CASE STUDY: PT LINTAS NUSANTARA PERDANA)

• Main Author: Ghanesa Cakra Nugroho, Galih
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/53342
• Institution: Institut Teknologi Bandung

Customer satisfaction is an important element in any company engaged in the service sector. Especially for PT Lintas Nusantara Perdana, which is a service company engaged in logistics. As a company engaged in logistics, PT Lintas has more than 100 branches spread from Java to Bali to make it easier for customers to deliver their goods. However, in the last few months, the company has experienced a decline in the quality of services provided to its customers with the number of claims received. This research aims to find out the implementation of Total Quality Management to improve the quality of service provided by the company to its customers, so that later it can reduce or eliminate complaints that the company gets about the services provided and can lead to customer satisfaction in the future. This research applies quantitative and qualitative methods. Quantitative is done by a questionnaire survey given to employees and customers at PT Lintas Nusantara Perdana. And for qualitative, doing with observation and interviews with several employees and customers to find out the obstacles that are encountered then feed it to the dimensions of the Total Quality Management and Service Quality assessment. The analysis begins with an exploration of business problems using the results of the questionnaire answers in Total Quality Management and Service Quality. This is followed by business solutions, using Pareto Diagrams and Cause-Effect Diagrams. The results reveal that to build customer satisfaction, companies must make improvements by conducting customer satisfaction surveys using email, making clear job descriptions for employees, make a periodic meeting, creating KPI's to find out employee performance and also making checklist sheets for janitor.