This study aims to determine how much influence logistics management has on the level of customer satisfaction at PT. Bhinneka Bajanas Cabang Cikarang. The population of this research is PT. Bhinneka Bajanas Cabang Cikarang customers as many as 100 people, while the sample in this study were 50 people using the Accident Sampling method, then the data was obtained by simple linear regression analysis. The independent variable in this study is logistical management and the dependent variable is customer’s satisfaction. The results of this study indicate that logistics management has an influence on customer satisfaction. It can be seen from the results of T test, the analysis’ results show the value of T count> T table (6.327> 2.01). It means that H0 is rejected and H1 is accepted, or there is an effect (partially) between Logistics Management and Customer Satisfaction Levels.

The Effect of Service Quality and Delivery Accuracy on Customer Satisfaction in Using Ninja Express Freight Forwarding Services during the Covid-19 Pandemic, Saefur Rohman, NPM: CF116112019, This study aims to determine how much influence Service Quality and Delivery Accuracy have on customer satisfaction. The sample used in this study consisted of 60 respondents obtained through nonprobability sampling techniques. The method used was accidental sampling. The dependent variable in this study was Customer Satisfaction and the independent variables were Service Quality and Delivery Accuracy. The results of this study indicate that Service Quality and Delivery Accuracy simultaneously have an effect on Customer Satisfaction. This can be seen from the results of the f test which shows a significance value of 0.000 Ftable value of 3.16. This shows that H3 is accepted.

This control study was carried out at the PT AW Printing Company which had quite a number of problems that were often used from its store. The approach is action research with a focus on distributing and storing raw materials for lean manufacturing. The analysis is production staff who need a lot of excess paper that can still be used, and use too much paper in print production. The company then enforces a new procedure that is not possible to get printouts that can still be used using the principle of 7 waste, to use those that cannot be used. Scope of study for the process of distribution, selection and use of raw materials, understanding the meaning of supply preparation (logistics) by employees and delivery of finished products. The results of the study show that product delivery is low to customers because of the low inventory turnover. In the PT XY preparation division, there are approximately 80% of which have potential factors. The contributing factors are long demand for goods, unclear forecasting, not understood standards for demand, inaccurate recording, vital factors affecting raw materials is the selection and use of raw materials.

Customer satisfaction is an important factor to businesses, because it causes customers to constantly return to use the service. Customer satisfaction is also related to the quality of service received by the customer of the companys’ products or services. The problem of OC’s call center service quality happened at the first time a customer contacts the call center where waste of customer’s waiting time is detected. Service quality improvement methods used in the analysis of the waste of customers’ waiting time is the DMAIC and lean approach. Results showed that improvement is seen at the sigma level. The tools used are SIPOC, pareto diagram, CTQ, two proportion test, DOE, p-chart, and minitab-16. Service blueprint analysis is used to analyze and discuss the relationship between service quality improvement using DMAIC in service process, points of contact with customers, and the evidence seen by the customer serviceKeywords: service quality, lean, DMAIC, service blueprint, sigma level

Abstrak. Masyarakat Ekonomi Asean (MEA) yang diterapkan pada tahun 2015 merupakan upaya untuk meningkatkan pertumbuhan ekonomi di kawasan Asia Tenggara. Logistik merupakan salah satu sektor integrasi yang prioritas dalam MEA. Pada sektor layanan logistik, sebagai negara maritim, Indonesia terdiri atas beribu-ribu pulau yang merupakan kesatuan tak terpisahkan. Kondisi ini menjadikan Indonesia sebagai negara yang memiliki transportasi pelabuhan import pada front line dan inter island transportation. Dalam menghadapi MEA, Indonesia dituntut membangun Sistem Logistik Nasional (Sislognas) yang terintegrasi . Menurut Logistics Performance Index World Bank 2010 Indonesia menduduki peringkat 75 dari 183 negara. Sistem logistik di Indonesia masih perlu penanganan yang lebih baik, selain membereskan permasalahan visi dan misi yang belum terintegrasi. Selain infrastruktur, visi dan misi untuk mendukung peningkatan daya saing pelaku bisnis di Indonesia juga belum terintegrasi dan terkoordinasi dengan baik. Sistem tersebut dapat terwujud bila didukung sumber daya manusia yang memiliki pengetahuan logistik. Ketertinggalan SDM Indonesia dalam bidang logistik lebih karena dua faktor, yakni kualitas dan speed. Dengan diterapkannya MEA, maka pemerintah dan pelaku bisnis harus siap dan menghadapinya dengan mempersiapkan strategi bisnis, khususnya menigkatkan SDM pada bidang logistik agar Indonesia mampu bersaing di era ini. Professionalisme manajemen, sistem informasi, budaya, strategi fungsional harus berjalan secara bersamaan untuk mencapai sebuah tujuan perusahaan. Dalam menghadapi tantangan globalisasi perusahaan atau pelaku bisnis, pemerintah dan akademis perlu mengembangkan tenaga kerja nasional seperti meningkatkan mutu kurikulum, maupun pelatihan yang efektif untuk menunjang dan meningkatkan mutu serta motivasi SDM. Kata Kunci: Sumber Daya Manusia/ SDM, Logistik, Masyarakat Ekonomi Eropa/ MEA Abstract. Asean Economic Community (AEC) implemented in 2015 is an effort to increase economic growth in Southeast Asia. Logistics is one of the priority integration sectors in the AEC. In the logistics service sector, as a maritime country, Indonesia consists of thousands of islands which are inseparable unity. This condition makes Indonesia as a country that has import port transportation on front line and inter island transportation. In facing the , Indonesia is required to build an integrated National Logistics System (Sislognas