EVALUASI KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN DENGAN PENDEKATAN SERVQUAL, IPA DAN METODE QFD (Studi Kasus : PT. XYZ)

BASUKI, BASUKI (2021) EVALUASI KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN DENGAN PENDEKATAN SERVQUAL, IPA DAN METODE QFD (Studi Kasus : PT. XYZ). S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aimed to analyze the performance of a PT. XYZ located in Tangerang from the customer satisfaction on service quality. The method applied was the integration method servqual, IPA, and QFD, the service provider is able to determine the level of customer satisfaction and straightly can make improvements of service with low levels of satisfaction. From the questionnaires showed that the attributes of service quality in the questionnaire have a negative gap value on Reliability dimension (-0.51) & Assurance dimension (-0.11). In IPA method showed 5 attributes with high importance and low value the fact. The quality improvement to be done such as improving Monitoring shipments, Handling complaints, conducting market reseach (determining competitive prices), determining discount strategies (special discounts). Keyword : Customer Satisfaction, Service Quality (ServQual), Importance perfomance Analysis (IPA), Quality Function Deployment (QFD) Penelitian ini bertujuan untuk menganalisis tingkat kinerja PT. XYZ yang berlokasi di Tangerang dari kepuasan pelanggan terhadap kualitas pelayanan. Metode yang digunakan adalah metode integrasi servqual, IPA, dan QFD, penyedia layanan dapat menentukan tingkat kepuasan pelanggan dan secara langsung dapat melakukan perbaikan layanan dengan tingkat kepuasan yang rendah. Dari kuesioner menunjukkan bahwa atribut kualitas layanan dalam kuesioner memiliki nilai gap negatif pada dimensi Reliability sebesar (-0.51) & dimensi Assurance sebesar (-0.11). Dalam metode IPA menunjukkan 5 atribut dengan tingkat kepentingan tinggi dan nilai fakta rendah. Peningkatan kualitas yang harus dilakukan seperti meningkatkan penngawasan pengiriman, penanganan keluhan, melakukan penelitian pasar (menentukan harga kompetitif), menentukan strategi diskon (diskon khusus). Kata kunci : Kepuasan Pelanggan, Service Quality (ServQual), Importance perfomance Analysis (IPA), Quality Function Deployment (QFD)

Item Type: Thesis (S1-Sarjana)
Call Number: SE/31/20/006
NIM: 43115120305
Uncontrolled Keywords: Kepuasan Pelanggan, Service Quality (ServQual), Importance perfomance Analysis (IPA), Quality Function Deployment (QFD)
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 28 Jan 2021 03:17
Last Modified: 28 Jan 2021 03:17
URI: http://repository.mercubuana.ac.id/id/eprint/51561

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