Peran layanan pengiriman logistik sangat penting saat ini. Semakin berkembangnya zaman, kebutuhan jasa pengiriman akan terus berkembang. Persaingan perusahaan ajsa logistik semakin ketat, sehingga PT Pos Indonesia yang memiliki cabang di Bangkalan yang merupakan objek dari penelitian ini perlu meningkatkan kualitas sistem layanan pengiriman barang dan dokumen. PT Pos Bangkalan menghadapi permasalahan pada layanan loket dan pengiriman yang kurang baik. Permasalahan ini dapat diatasi dengan tiga metode kansei engineering, kano model, dan TRIZ. Metode ini mampu menyelesaikan masalah dengan mengetahi perasaan konsumen melalui kansei words yanng diperoleh dengan wawancara, studi literatur, dan melakukan kuesioner terbuka kepada konsumen layanan pengiriman PT Pos Bangkalan. Hasil yang diperoleh dari 5 kansei wordsrndigunakan sebagai variabel acuan penelitian untuk mengetahui atribut prioritas dengan melakukan kuesioer kano model sebanyak 18 artibut pertanyaaan menggunakan metode kano model. Atribut tersebut dipilih yang termasuk dalam kategori Must Be, karena ketogori tersebut mempengaruhi kepuasan pelanggan. Lima atribut prioritas kategori Must Be (M) digunakan untuk menentukan usulanrndengan menggunakan parameter TRIZ yang merupakan improving features dan worsing features. Prioritas Atribut pertama yaitu Persilangan antara improving features dan worsing features memperoleh prinsip-prinsip TRIZ yang digunakan sebagai usulan perbaikan. Kemudian, usulan perbaikan dapat digunakan untuk merancang sistem layanan pengiriman PT Pos Bangkalan yang lebih baik dari sebelumnya.rnKata kunci : Kansei engineering, kano model, TRIZ, PT Pos Bangkalan.


Deskripsi Lain

The role of logistics delivery services is very important today. With the development of the times, the company need for shipping services will continue to grow. The competition for logistics services companies is getting tougher, so PT Pos Indonesia which has a branch in Bangkalan which is the object of this, needs to improve the quality of the delivery service system for goods and documents. PT Pos Bangkalan is facing problems with poor counter and delivery services. This problem can be solved by three methods of kansei engineering, kano model, and TRIZ. This method is able to solve problems by knowing the feelings of consumers through kansei words obtained by interviews, literature studies, and conducting open questionnaires to consumers of PT Pos Bangkalan delivery services. The results obtained from 5 kansei words used research reference variables to determine priority attributes by doing a canoe model many 18 question attributes using the canoe model method. These attributes were chosen to be included in the Must Be category, because these categories affect customer satisfaction. Five priority attributes of the Must Be (M) category are used to determine the proposal by using the TRIZ parameter which is an increase in features and worse features. The first attribute priority is a cross between improving features and worsening features, obtaining the TRIZ principles which are used improvement proposals. Then, the improvement proposal can be used to design a PT Pos Bangkalan delivery service system that is better than before.rnKeywords: Kansei engineering, canoe model, TRIZ, PT Pos Bangkalan.