ANALISIS KEPUASAN PELANGGAN WARDAH BEAUTY HOUSE CILEDUG DENGAN METODE SERVQUAL DAN QFD

YUZEVAN, FARHAN (2018) ANALISIS KEPUASAN PELANGGAN WARDAH BEAUTY HOUSE CILEDUG DENGAN METODE SERVQUAL DAN QFD. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

ABSTRACT This research is motivated by the existence of customer complaints, customer satisfaction survey has never been done, and the results of preliminary customer satisfaction surveys that can still be improved again. Therefore, a survey with questionnaire method based on SERVQUAL dimension. Then the attributes are relatively large gap made Voice of Customer on the method of Quality Function Deployment. The results obtained, it is known that the priority factor for improvement is the attributes of the Tangible dimension, Responsiveness, and some attributes of the Assurance dimension. And for the improvement effort the first priority is the participation of Beauty Advisor in retraining service. Keyword : Customer Satisfaction, Service Quality, Quality Function Deployment (QFD), SERVQUAL ABSTRAK Penelitian ini dilatarbelakangi oleh adanya komplain pelanggan, belum pernahnya diadakan survey kepuasan pelanggan, dan hasil survey pendahuluan kepuasan pelanggan yang masih dapat ditingkatkan lagi. Oleh karena itu dilakukan survey lanjutan dengan metode kuesioner berdasarkan dimensi SERVQUAL. Kemudian atribut yang gapnya relatif besar dijadikan Voice of Customer pada metode Quality Function Deployment. Hasil yang didapat, diketahui bahwa faktor yang menjadi prioritas untuk perbaikan adalah atribut dari dimensi Tangible, Responsiveness, dan beberapa atribut dari dimensi Assurance. Dan untuk upaya improvement yang prioritas pertama adalah pengikutsertaan Beauty Advisor dalam retraining Service. Kata Kunci : Kepuasan Pelanggan, Kualitas Pelayanan, Quality Function Deployment (QFD), SERVQUAL

Item Type: Thesis (S1)
Call Number CD: FT/IND. 18 004
NIM: 41614110060
Uncontrolled Keywords: Kepuasan Pelanggan, Kualitas Pelayanan, Quality Function Deployment (QFD), SERVQUAL
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
700 Arts/Seni, Seni Rupa, Kesenian > 700. Arts/Seni, Seni Rupa, Kesenian > 700.1-700.9 Standards Subdivisions of The Arts/Subdivisi Standard dari Karya Seni > 700.4 Special Topics in The Arts/Topik Tertentu dalam Karya Seni
700 Arts/Seni, Seni Rupa, Kesenian > 700. Arts/Seni, Seni Rupa, Kesenian > 700.1-700.9 Standards Subdivisions of The Arts/Subdivisi Standard dari Karya Seni > 700.4 Special Topics in The Arts/Topik Tertentu dalam Karya Seni > 700.41 Arts Displaying Specific Qualities of Style, Mood, Viewpoint/Seni Menampilkan Kualitas Gaya Tertentu, Suasana Hati, Sudut Pandang
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Dede Muksin Lubis
Date Deposited: 17 Jul 2018 03:21
Last Modified: 25 Sep 2018 07:36
URI: http://repository.mercubuana.ac.id/id/eprint/43700

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