EVALUASI ACTION CONTROL DAN RESULT CONTROL UNTUK MENINGKATKAN KUALITAS LAYANAN FORWADING DI PT. BJS SURABAYA
Abstract
Penelitian ini bertujuan untuk mengetahui kualitas layanan pada perusahaan yang bergerak dibidang jasa pengiriman dan mempengaruhi kepuasan pelanggan. Peningkatan kualitas layanan dalam badan usaha, untuk mencapai keuntungan jangka panjang bagi badan usaha yaitu loyalitas pelanggan, salah satu faktor keberhasilan untuk menciptakan suatu layanan yang berkualitas pada bisnis forwading harus didukung dengan sistem pengendalian manajemen yang lebih baik. Action control dan result control merupakan pengendalian formal yang bertujuan untuk memberi manfaat bagi perusahaan dalam mengontrol tingkah laku karyawan sehingga tujuan dari perusahaan itu sendiri dapat tercapai. Berdasarkan hasil penelitian yang dilakukan pada suatu perusahaan, dampak penurunan kinerja para karyawan berpengaruh. Tingkat perbaikan suatu system pengendalian di perusahaan sangatlah penting. Metode yang digunakan adalah metode explanatory dengan bentuk penelitian kualitatif. Penelitian dilakukan di sebuah perusahaan bisnis forwarding. Teknik pengumpulan data adalah observasi, wawancara, dan analisis dokumen. Berdasarkan hasil penelitian terhadap perusahaan, sistem pengendalian formal yang ada di perusahaan belum dapat berjalan dengan baik, perlu adanya perbaikan ulang lagi untuk meningkatkan kulaitas layanan yang ada di perusahaan.
This study aims to determine the quality of service in a company engaged in the service delivery and influence customer satisfaction. Improved quality of service in a business entity, to achieve long-term benefits for the enterprise customer loyalty, one of the success factors for creating a quality service on forwarding business must be supported by the system better management control. Action control and control is a result of formal control that aims to benefit the company in controlling the behavior of the employees so that the objectives of the company itself can be achieved. Based on the results of research conducted in a company, the impact of a decrease in the performance of the employees affected. An improved level control system in the company is very important. The method used is to form an explanatory method of qualitative research. The study was conducted in a business enterprise forwarding. Data collection techniques are observation, interviews, and document analysis. Based on the results of research on the company, the formal control system in the company has not been able to run well, there needs to be improvement over again to improve existing services kualitas in the company. Key word: Management Control Systems, Control Action, Result Control, and Quality of Service.
Downloads
References
Auzair, Sofiah and Kim Langfield Smith. 2005. The effect of service process type, business strategy, and life cyle stage on bureaucratic management control system in service organization. Management Accounting Research 16 (399-421)
Bateson, John S.G. and K.Douglas Hoffman. 1999. Managing Service Marketing, 4th edition. The Dryden Press, USA
Bisnis dan Manajemen “Eksekutif”. 2010. Ramai-Ramai Merangsek Jasa Logistik (online) (www.eksekutif.co.id, diakses 12 november 2013)
Effrin, Sujoko., and B.Soeherman. 2010. Seni Perang Sun Zi dan Sistem Pengendalian Manajemen. PT Elex Media Kompotindo:Jakarta
Fitzsimmons, James A and Mona J. Fitzsimmons. 2004. Service Management: Operation, Strategy, Information Technology. 4th edition. New York: McGraw-Hill
Gaspersz, Vincent. 1997. Manajemen Kualitas: Penerapan Konsep-Konsep Kualitas dalam Manajemen Bisnis Total. Jakarta: Yayasan Indonesia Emas dan PT Gramedia Pustaka Utama
Goetsch, David L. And Stanley B. Davis. 2006. Quality Management: introduction to Total Quality Management for Production, Processing and Service. Pearson Prentice Hall, New Jersey
Herath, Siriyama Kanthi. 2006. A Framework for Management Control Research. Vol. 26 No. 9, Pp 895-915. (www.emerald.com diakses tanggal 28 februari 2014)
Kolter, Philip and Gary Armstrong. 2010. Principles of Marketing. 13th edition, Pearson Education, New Jersey
Kompas. 2009. Ekspor-Impor Anjlok, Bisnis Ekspedisi Limbung, (online) (www.bisniskeuangan.kompas.com, diakses 11 maret 2014)
Maciariello, Joseph A. And Calvin J. Kibry. 1994. Management Control System:Using Adaptive System to Attain Control. Prentice Hall, New Jersey.
Merchant, K.A and W.A. Van der Stede 2007 Management Control System: Performance Measurement, Evaluating and Incentives. Prentince Hall: London, UK
Teemu, Malmi and D.A. Brown. 2008. Management Control System as a package-opportunities, challenges and research direction. Management Accounting Research. 19 (2008): 287-300.
Warta Ekonomi. 2010. Perkembangan Bisnis Ekspedisi di Indonesia, (online) (www.artaekonomi.co.id, diakses 12 November 2013)
- Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
- Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
- By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.