?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=ANALISIS+KUALITAS+LAYANAN+PENGIRIMAN+BARANG+MENGGUNAKAN+PENDEKATAN+SIX+SIGMA+DI+PT+TIKI+JNE+KOTA+BANDAR+LAMPUNG&rft.creator=GALIH+PRASETYO%2C+1311011070&rft.subject=HB+Economic+Theory&rft.description=Keluhan-keluhan+dalam+perusahaan+sering+dijumpai+dalam+perusahaan+jasa+karena+begitu+kompleknya+kegiatan+di+perusahaan+jasa.Kecepatan+dan+ketepatan+menjadi+suatu+hal+yang+penting+bagi+perusahaan+jasa+pengiriman+barang.+Tujuan+pengendalian+kualitas+adalah+mengurangi+keluhan+(defect)+bahkan+mencapai+zero+defect.+Fokus+pada+penelitian+ini+adalah+untuk+menganalisis+atribut-atribut+pelayanan+yang+perlu+dikembangkan+oleh+PT+TIKI+JNE+Kota+Bandar+Lampung+dengan+metode+Six+Sigma.+Hasil+penelitian+ini+menunjukkan+bahwa+kualitas+pelayanan+belum+maksimal+yang+mana+masih+jauh+mendekati+level+6+sigma+dengan+DPMO+3%2C4+untuk+itu+perlu+dilakukan+perbaikan+layanan.+Hal+ini+ditunjukkan+dari+hasil+pengukuran+dengan+metode+six+sigma+menunjukkan+rata-rata+skor+kinerja+4%2C3%3B+skor+harapan+4%2C73%3B+gap+-0%2C43%3B+tingkat+kepuasan+sebesar+91%25%2C+nilai+DPMO+140250%2C+dan+level+sigma+2%2C4.+Hasil+perhitungan+six+sigma+menunjukkan+atribut+kritis+dominan+adalah+Rel2+(ketepatan+waktu+pengiriman+barang)+menjadi+atribut+dominan+penyebab+ketidakpuasan+pelanggan.+Kata+Kunci%3A+Kualitas%2C+Kepuasan+konsumen%2C+Six+Sigma%2C+TIKI+JNE%0D%0AComplaints+within+the+company+were+often+finding+in+the+company's+service+because+it+was+so+completely+activities+in+service+companies.+Speed+and+accuracy+became+a+thing+that+were+important+for+shipping+services+company.+The+purpose+of+quality+control+was+reduce+the+complaint+(defects)+in+fact+achieve+zero+defects.+The+focus+of+this+research+was+analyze+the+service+attributes+that+need+to+be+developed+by+PT+TIKI+JNE+City+Bandar+Lampung+with+the+method+of+Six+Sigma.+The+results+of+this+study+showed+that+the+quality+of+service+had+not+been+fullest+which+was+far+approached+sigma+level+6+with+3.4+DPMO+that+needs+to+be+done+to+repair+the+service.+This+was+showing+from+measurement+results+with+six+sigma+methods+showed+an+average+score+of+4.3+performance%3B+score+hope+4.73%3B+gap-0.43%3B+satisfaction+rate+of+91%25%2C+the+value+of+the+DPMO+140250+sigma+level%2C+and+2.4.+The+results+of+the+calculation+of+the+six+sigma+demonstrate+the+critical+of+dominant+attributes+is+Rel2+(timeliness+of+delivery+of+the+goods)+became+the+dominant+attributes+the+cause+of+dissatisfaction+of+the+customer.+Keywords%3A+quality%2C+customer+satisfaction%2C+Six+Sigma%2C+TIKI+JNE&rft.publisher=FAKULTAS+EKONOMI+DAN+BISNIS&rft.date=2019&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F54923%2F2%2FABSTRAK.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F54923%2F3%2FSKRIPSI%2520FULL.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F54923%2F4%2FSKRIPSI%2520TANPA%2520PEMBAHASAN.pdf&rft.identifier=++GALIH+PRASETYO%2C+1311011070++(2019)+ANALISIS+KUALITAS+LAYANAN+PENGIRIMAN+BARANG+MENGGUNAKAN+PENDEKATAN+SIX+SIGMA+DI+PT+TIKI+JNE+KOTA+BANDAR+LAMPUNG.++FAKULTAS+EKONOMI+DAN+BISNIS%2C+UNIVERSITAS+LAMPUNG.+++++&rft.relation=http%3A%2F%2Fdigilib.unila.ac.id%2F54923%2F