QUALITY ANALYSIS OF GOODS DELIVERY SERVICE USING SIX SIGMA APPROACH IN PT. KAMADJAJA LOGISTICS SURABAYA

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


INTRODUCTION
PT. SPIL (Salam Pasific 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.
The meaning of satisfaction itself, according to Kotler and Keller (2013) is someone's happy or disappointed feelings that arise after comparing the performance (or results) of the product thought to the expected performance (or results). If performance fails to meet expectations, resulting in consumers feeling dissatisfied, if performance is in line with expectations, then consumers will be satisfied, and if performance exceeds expectations, then consumers will feel very satisfied.
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. However, if this is not fulfilled, their loyalty will be lost so that they will switch to buy competitors' products or services. Dissatisfaction will have implications for the decline in sales, thereby reducing profits or even losses for the company.
PT. 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 recipient warehouse for a long time, due to lack of unloading labor, the number of items damaged in moving from container to warehouse, lack of employee attention , to the inability of employees to provide satisfying answers to customers.
Based on these problems, the researchers tried to find the main problems and the solution at Klog Surabaya which is one of the business branches of PT. Kamadjaja Logistics. The focus of this research is to analyze the service attributes that need to be developed by PT. Kamadjaja Surabaya with the Six Sigma method. Six Sigma was chosen because it is a quality improvement analysis method oriented to world class quality, namely with level 6 sigma or 3.4 DPMO (Defect per Million Opportunity). Here the author also cites scientific papers from Prasetyo (2018) who have helped PT TIKI JNE Bandar Lampung city, in finding what factors can improve the quality of their services.
The purpose of this study is to find out what factors most influence the decline in service quality, as well as screening the quality of the company as a whole.

II.
LITERATURE REVIEW This research will really be emphasized to discuss about quality because it is the key to winning competition in the market. If the company is able to provide quality products, indirectly they also have built a foundation of customer satisfaction values. Sunyoto (2012) states that quality is a measure to assess that a product or service has a use value as desired or in other words a product or service is deemed to have quality if it functions or has a use value as desired.

Definition of Service
Service is an activity offered by service providers to consumers, can be in the form of objects and other objects, this was written by Lovelock and Wirtz (2011: 37) which states, Services are economic activities offered by one party to another party. According to Sunyoto (2012) there are several definitions of services including those services as deeds (actions, procedures, activities); intangible processes and performance. Services are intangible (such as comfort, entertainment, speed, pleasure, and health) and perishable (services may not be stored as supplies that are ready to be sold or consumed when needed) services are created and consumed simultaneously.

Service of Characteristics
Kotler (2013) suggests that services have four main characteristics, namely: a. Intangibility : is an act, action, experience, process, performance (performance) or business that is abstract, cannot be seen, felt, smelled, heard or touched before being bought and consumed. b. Inseparability : Goods are usually produced first, then sold, then consumed. While services are generally sold first, then produced and consumed at the same time and place. c. Variability : Service varies greatly.
Quality depends on who provides them and when and where quality of service is provided. Temporary demand makes it difficult to deliver consistent products. d. Perishability : service or service is a commodity that is not durable, cannot be stored for future reuse, resale or return.

Customers Satisfaction
The definition of customer satisfaction according to Brierley & MaDougall cited by Tjiptono (2011) is a measure of an organization's "total product" performance compared to a series of customer requirements. The basic principle underlying the importance of measuring customer According to Fitzsimmons (2014: 166) argues that "Service quality can be known by comparing the perception of customers for services that are actually expected". Meanwhile, if the reality is less than expected, the service can be said to be of less quality, and if the reality is the same as expected, the service is satisfactory. Servqual consists of two parts, namely the Expectation and Perception Section. The expectations section expresses expectations within the buyer and that is what the standard guarantees to assess the quality of the company's services. while the Perception section, states the assessment of the services it receives.
Expectations and perceptions are measured by a scale consisting of 5 degrees of importance. Where the value of 1 states "strongly disagree" and number 5 states very much agree.

Six Sigma
Six Sigma is an organizational approach to eliminate irregularities and reduce waste in the process by using a statistical science approach. Six Sigma is defined as a business improvement strategy to eliminate waste, reduce costs due to poor quality, and improve the effectiveness of all operations, so as to meet the needs and needs of consumers (Anthony and Banuelas in Syukron and Kholil, 2013).
The goal of Six Sigma is to reduce the number of customer experiences to three in a million (for the six sigma level). The six-sig methodology is used to obtain factual information about customer satisfaction (Dewi and Widiyanto, 2015). Whereas the measurement steps of the service quality improvement process are as follows: a. Definition Phase: defines process improvement and keeps the focus on customers and the company's strategy. b. Measurement phase: aims to measure current performance so that it can be compared with targets that have been set.

Previous Research
In 2018, Nokta made scientific works with the theme of improving the quality of services. He identified factors that influence the quality of services, among others: lack of employees in communication with customers, the layout of service rooms is less comfortable,. lack of employee speed in responding to complaints from customers, the number of employees lacking to respond to customers, work tools still need renewal, and company SOPs need renewal in a better direction. Whereas in 2018, Prasetyo, who analyzed the quality of the shipping service with six sigma, identified factors that influenced, among other things: timeliness of delivery of goods, the condition of goods received in good condition according to the order, timeliness of service in accordance with the time given , JNE guarantees the security of transactions and the delivery of goods to customers, JNE is willing to accept criticisms and suggestions, Information on goods arrives (Prasetyo, 2018), convenient operating time and facilitate customers, speed of delivery of goods.

III. Research Methodology
The steps of the research to be carried out are as follows: And the following is a Likert scale that is used to measure the variables    2. Sample Determination of the sample size in this study was taken using the Slovin formula (Sugiono 2013) :

= 1 + Ne²
Information : n = sample size N = population mount e = fault tolerance limit Based on the formula above, the following calculation is obtained : Sampling is done randomly without regard to strata of the population presented. Members of PT. Kamadjaja Logistik surrounds the same opportunities because it has (had experience) interacting directly with service providers.

Research result
Validity test is performed on the results of the questionnaire to calculate the correlation coefficient between the scores of each attribute for each respondent and the total answers of each respondent. And the results of the validity test of all dimensions using the SPSS 20.0 application found that all the questions are valid so that further data processing can be done.
From the calculations obtained the correlation value between the question score with the total score. This value is then compared with the value of r-table at 0.05 significance and the amount of data is 100 questionnaires, then the r-

VI. Conclusion
From the results of research and data processing, it was found that the most influential attribute on service quality and the priority of improvement was artibut Punctuality of delivery of goods. Whereas the most influential dimension is reliability. However, when viewed from the side of consumer satisfaction, the quality of service is not optimal as indicated by the average performance score of 3.74; expectation score of 4.90; gap -1,16; satisfaction level of 76.37%, DPMO value 251733, and sigma level 2.25.