Delivery services are going through a transition phase globally due to changes in the market dynamics and growing e-commerce industries. As the delivery services of public logistics organizations have a lasting impact on customer behavior, logistics organizations are using innovative, customer-centric, and cost-effective strategies to offer customers convenient, attractive, and effective service solutions. The current study has been undertaken to analyze the effectiveness of each element of quality services of delivery services. Qualitative and quantitative research approaches were implemented based on a hundred respondents in identifying the critical issues based on the SERVQUAL method, heterogeneous customer satisfaction index (HCSI), and mapping out prioritizing the most critical problem. The study results reveal that customers are susceptible to the responsive, assurance, and empathy dimensions. These three of five dimensions are adversely influencing the satisfaction of customers.

PT. Hadji Kalla merupakan dealer resmi yang memberikan pelayanan purna jual, menyediakan show room yang berfungsi melakukan penjualan serta dilengkapi fasilitas bengkel yang berfungsi untuk memberikan pelayanan jasa (service) kepada yang akan melakukan perawatan mobilnya.Berdasarkan hasil pengamatan yang telah dilakukan pada PT. Hadji Kalla cabang Urip Makassar tersebut terdapat permasalahan pada kepuasan pelanggan, khusus pada devisi servise after sales atau yang dikenal dengan Bengkel Perawatan dan Perbaikan Toyota (BPPT) Hadji KallaUrip. Hal ini terlihat dari adanya keluhan dari para pelanggan. Keluhan tersebut tergambar pada sistem pengawasan pengerjaan sistem kendaraan servis di Job Progress Control. Di dalam sistem tersebut telah tersedia masing-masing teknisi untuk mengerjakan 1 kendaraan dalam waktu tertentu. Jika waktu yang diberikan melebihi target pengerjaan, maka secara otomatis sistem akan memberikan tanda merah setiap kendaraan yang di input di sistem Job Progress Control. Tanda merah tersebut mengisyaratkan bahwa kendaraan yang dikerjakan oleh teknisi yang bersangkutan telah melewati batas pengerjaan yang diberikan.

Abstract. This study is concerned with maintenance on a heavy equipment excavator 390D series HE4019, one of the main tools used to support the process of nickel production. Major

Companies, including PT Vale Indonesia (PTVI), generally should implement inventory control. PTVI use approximately 32,077 tons per month coal as a heating catalyst on the reducing furnace. There were several periods in 2017 and 2018 where the coal inventory exceed the safety stock and maximum stock level with the total cost of IDR 616,059,680.00 in 2017 and IDR 669,720,480.00 in 2018. In order to analyze and solve that stock problems, this research used the Lot-Sizing technique with Lot for Lot (LFL), Economic Order Quantity (EOQ), Part Period Balancing (PPB), and the Silver-Meal Algorithm (SMA) methods to obtain the demand and appropriate order time, by considering the lead time factor, safety stock, and reorder point to obtain the efficient costs. As a result, the safety stock value was 7,922 tons with reorder point 18,674 tons. The PPB and SMA methods gave the most minimum total inventory cost of IDR 437,021,589,280 and efficiency of 34.74%.