Analisis Kepuasan Pelanggan Internal Terhadap Layanan Warehouse Pertambangan di PT. Freeport Indonesia

Abstract

Logistic distribution flow becomes an important issue in supply chain management (SCM) at PT. Freeport Indonesia. This distribution includes logistic distribution from the dock (port) to the warehouse, from the warehouse to the mining area, and from the warehouse to workers' settlements. This study aims to identify the level of satisfaction of PT Freeport Indonesia's warehouse services in terms of end users, to determine the factors that influence end user satisfaction with PTFI warehouse services and strategies to improve PTFI end user satisfaction. The analysis used in this study is customer satisfaction index (CSI). The results show that PTFI customers are satisfied with the services provided by the SCM Division. Even though, there are still weaknesses in service, especially from the Tangibles and Assurance dimensions. The strategy to minimize the dissatisfaction of the customer is by collaborative planning between the warehouse and customers regarding the required materials