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

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  • Indah Apriliana Sari University of 45 Surabaya
  • Achmad Ubaidillah
Keywords: Quality, Consumer satisfaction, Six Sigma, Kamadjaja Surabaya

Abstract

Complaints within the company
are often found in service companies
because of the complexity of the
activities in the service company. Speed
and accuracy are important for freight
forwarding companies. The purpose of
quality control is to reduce complaints
(defects) and even achieve zero defects.
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. The results
of this study indicate that the quality of
service has not been maximized which is
still far from the level of 6 sigma with
DPMO 3.4 for that service needs to be
improved. This is indicated from the
results of measurements with the six
sigma method showing an average
performance score of 3.74; expectation
score of 4.90; gap -1,16; satisfaction
level is 76.37%, DPMO value is 251733,
and sigma level is 2.25. It becomes the
dominant attribute that causes customer
dissatisfaction

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Published
2020-07-29
How to Cite
Sari, I. A., & Ubaidillah, A. (2020). QUALITY ANALYSIS OF GOODS DELIVERY SERVICE USING SIX SIGMA APPROACH IN PT. KAMADJAJA LOGISTICS SURABAYA. Tibuana, 3(02), 58-71. https://doi.org/10.36456/tibuana.3.02.2565.58-71
Section
Articles