PENERAPAN QUALITY FUNCTION DEPLOYMENT DALAM UPAYA MENINGKATKAN KUALITAS PELAYANAN OPERASIONAL STAFF SUPPORTING (Studi Kasus pada KAP Idris & Sudiharto)

HANIFAH, UMMI NUR (2018) PENERAPAN QUALITY FUNCTION DEPLOYMENT DALAM UPAYA MENINGKATKAN KUALITAS PELAYANAN OPERASIONAL STAFF SUPPORTING (Studi Kasus pada KAP Idris & Sudiharto). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to improve the operational service system at KAP Idris & Sudiharto. By evaluating and providing suggestions for improvement of service quality based on consumer needs and expections. This research was conducted respondents by using quantitative descriptive approach. The service quality (servqual) method approach is used to measure the gap value between consumer perception and expectation, so that service attributes that require immediate service quality improvement, and Quality Function Deployment (QFD) to design the proposed service quality improvement. The results show that the servqual negative, which reflects that the quality of service has not provided satisfactory results. The main priorities for improving service quality are fast complaints handling, excellent service to professional staff, receptions desk and office boys are clear, transportation facilities are always available, professional staff support facilities are available, provision of counseling facilities, work space and office environment are always clean and tidy. Keywords : Quality of operational service, satisfaction, servqual, QFD. Penelitian ini bertujuan untuk memperbaiki sistem pelayanan operasional pada KAP Idris & Sudiharto. Dengan melakukan evaluasi serta memberikan usulan perbaikan kualitas layanan berdasarkan kebutuhan dan harapan konsumen. Penelitian ini dilakukan terhadap responden dengan menggunakan pendekatan deskriptif kuantitatif. Pendekatan Metode Service Quality (servqual) digunakan untuk mengukur nilai kesenjangan antara persepsi dan harapan konsumen, sehingga diperoleh atribut layanan yang membutuhkan peningkatan kualitas layanan dengan segera, dan Quality Function Deployment (QFD) untuk merancang usulan perbaikan kualitas layanan. Hasil penelitian menunjukkan bahwa nilai servqual negative, yang mencerminkan bahwa kualitas layanan belum memberikan hasil yang memuaskan. Prioritas utama sebagai perbaikan kualitas layanan adalah Selalu melakukan tindakan dan mencatat semua complain sebagai bahan evaluasi, Selalu terapkan salam, senyum, sapa, SOP untuk Resepsionis & OB jelas, Armada taxi dan mobil operasional tersedia 30 menit sebelum berangkat, Selalu menyediakan peralatan dan fasilitas yang dibutuhkan staff professional untuk menyelesaikan pekerjaannya, Service staff supporting terhadap staff professional, Ruangan kerja dan lingkungan kantor selalu bersih dan rapi. Kata Kunci : Kualitas layanan operasional, kepuasan, servqual, QFD.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 18 368
NIM: 43113110196
Uncontrolled Keywords: Kualitas layanan operasional, kepuasan, servqual, QFD.
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.435 Memory Management Programs/Program Manajemen Memori
400 Language/Bahasa > 400. Language/Bahasa > 406 Organizations and management/Organisasi dan Manajemen
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 21 Dec 2018 03:14
Last Modified: 07 Jan 2019 08:22
URI: http://repository.mercubuana.ac.id/id/eprint/46277

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