DESAIN PENINGKATAN KEPUASAN PELANGGAN DALAM INDUSTRI JASA PEMELIHARAAN LIFT DAN ESKALATOR

GHAZALI, DABITH (2018) DESAIN PENINGKATAN KEPUASAN PELANGGAN DALAM INDUSTRI JASA PEMELIHARAAN LIFT DAN ESKALATOR. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

In an effort to improve the competitiveness of the company, an approach is needed to determine customer expectations. This study aims to determine service characteristics that have not met customer expectations and provide advice on improving the quality of maintenance services for elevators and escalators. The method used is ServQual to measure customer expectations and perceptions. Information was collected through a questionnaire with a Likert scale in the research focus group. The results of this study are a number of 21 indicators in 5 dimensions of ServQual showing customer expectations greater than customer perceptions. Importance Performance Analysis (IPA) is used to determine service indicators that fall into the top priority for quality improvement. Then proceed with observation and interviews with the management for analysis of Quality Function Deployment (QFD) with House of Quality (HOQ). The empathy dimension has the biggest negative gap value which indicates that the customer has the highest expectation of this dimension, but the customer perception is low, so that the customer feels most dissatisfied with this dimension. Service needs consulting activities are one indicator of the dimension of empathy which is also an indicator with the greatest negative gap value. Analysis using the IPA method shows that there are 5 indicators that fall into the top priority for quality improvement. 10 technical responses were made to improve the service quality of these indicators. The findings in this study can help company management in improving service quality to improve customer satisfaction. Keywords: elevator, escalator, ServQual, QFD, HOQ Dalam upaya untuk meningkatkan daya saing perusahaan, diperlukan pendekatan untuk mengetahui harapan pelanggan. Penelitian ini bertujuan untuk menentukan karakteristik pelayanan yang belum memenuhi harapan pelanggan dan memberikan saran tentang peningkatan kualitas pelayanan pemeliharaan lift dan eskalator. Metode yang digunakan adalah ServQual untuk mengukur harapan dan persepsi pelanggan. Informasi dikumpulkan melalui kuesioner dengan skala Likert pada grup fokus penelitian. Hasil penelitian ini 21 indikator dalam 5 dimensi ServQual menunjukkan harapan pelanggan lebih besar dari persepsi pelanggan. Importance Performance Analysis (IPA) digunakan untuk menentukan indikator pelayanan yang masuk ke dalam prioritas utama perbaikan kualitas. Kemudian dilanjutkan dengan observasi dan wawancara dengan pihak pihak manajemen untuk analisis Quality Function Deployment (QFD) dengan House of Quality (HOQ). Dimensi empati memilki nilai gap negatif paling besar yang menandakan pelanggan memiliki ekspetasi paling tinggi terhadap dimensi ini, tetapi persepsi pelanggan rendah, sehingga pelanggan merasa paling tidak puas dengan dimensi ini. Aktifitas konsultasi kebutuhan layanan adalah salah satu indikator dari dimensi empati yang juga merupakan indikator dengan nilai gap negatif paling besar. Analisis dengan menggunakan metode IPA menunjukan ada 5 indikator yang masuk ke dalam prioritas utama perbaikan kualitas. 10 technical response dibuat untuk memperbaiki kualitas layanan indikator tersebut. Temuan dalam penelitian ini dapat membantu manajemen perusahaan dalam melakukan peningkatan kualitas pelayanan untuk meningkatkankan kepuasan pelanggan. Kata kunci: lift, eskalator, ServQual, QFD, HOQ

Item Type: Thesis (S2)
Call Number CD: CD/553. 19 025
Call Number: TI/53/18/018
NIM/NIDN Creators: 55316110012
Uncontrolled Keywords: lift, eskalator, ServQual, QFD, HOQ
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.1 Museum Services to Patrons/Layanan Museum untuk Pelanggan > 069.15 Instruction Services/Jasa Instruksi
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri > 338.4 Secondary Industries and Services/Industri dan Jasa Sekunder
Divisions: Pascasarjana > Magister Teknik Industri
Depositing User: Dede Muksin Lubis
Date Deposited: 28 Dec 2018 02:03
Last Modified: 18 Apr 2022 02:53
URI: http://repository.mercubuana.ac.id/id/eprint/46319

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