Rr, Erlina Quality-Service of Courier Companies Using Six Sigma Approach. IJEMS.

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Abstract

The aim of controlling service quality is to reduce defects and even achieve zero defects. The focus of this paper is to analyze the service attributes that need to be developed by courier companies in Indonesia with the Six Sigma method. The results of the discussion showed that the quality of service was not maximal; it was still far from level 6 sigma with DPMO 3.4. Hence it was necessary to improve services. The calculation results in six Sigma show that the dominant critical attribute is Rel2 (on-time delivery of goods) to be the dominant attribute causing customer dissatisfaction.

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ekonomi dan Bisnis (FEB) > Prodi Manajemen
Depositing User:	RR ERLINA
Date Deposited:	16 Nov 2020 01:28
Last Modified:	16 Nov 2020 01:28
URI:	http://repository.lppm.unila.ac.id/id/eprint/25182

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