EVALUASI KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN DENGAN METODE QFD (Studi Kasus Pada Pizza Hut Cabang Juanda Jakarta)

SUBAEHAH, SUBAEHAH (2019) EVALUASI KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN DENGAN METODE QFD (Studi Kasus Pada Pizza Hut Cabang Juanda Jakarta). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study is used to determine what attributes that affect the Quality of Service In Improving Customer Satisfaction. Determine the importance of these attributes and provide suggestions for corrective action to the company. The object of this study is Evaluation of Service Quality in Improving Customer Satisfaction with five dimensions of Parasuraman. Data collection technique was done by distributing questionnaires 50 respondents. Servqual as a customer-level expectancy analysis technique and QFD to design customer service improvement recommendations. Research results showed the attributes the quality of service that is being upgraded is top priority: a competent service excellent, the quality of service, knowledge and development. Keywords: Service quality, Customer Satisfactiom, QFD Penelitian ini digunakan untuk mengetahui atribut-atribut apa saja yang mempengaruhi Kualitas Pelayanan Dalam Meningkatkan Kepuasan Pelanggan. Menentukan tingkat kepentingan dari atribut tersebut serta memberikan usulan tindakan perbaikan kepada perusahaan. Objek penelitian ini adalah Evaluasi Kualitas Pelayanan Dalam Meningkatkan Kepuasan Pelanggan dengan lima dimensi dari Parasuraman. Teknik pengumpulan data dilakukan dengan penyebaran kuesioner 50 responden. Servqual sebagai teknik analisi tingkat harapan pelanggan dan QFD untuk merancang rekomendasi perbaikan layanan yang diterima pelanggan. Hasil penelitian menunjukan atribut-atribut kualitas pelayanan yang menjadi prioritas utama ditingkatkan adalah: Service Excellent, mutu pelayanan, dan pengembangan pengetahuan. Kata kunci : Kualitas layanan, Kepuasan Pelanggan, QFD

Item Type: Thesis (S1)
NIM: 43113120417
Uncontrolled Keywords: Kualitas layanan, Kepuasan Pelanggan, 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
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 > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.63 Personnel Management/Manajemen Personalia
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 08 Feb 2019 02:57
Last Modified: 08 Feb 2019 02:57
URI: http://repository.mercubuana.ac.id/id/eprint/47091

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