SAPUTRA, JOHAN (2020) ANALISA KEPUASAN PELANGGAN ORIGINAL EQUIPMENT MANUFACTURING BAN MOTOR PADA PT. GTB MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DAN QUALITY FUNCTION DEPLOYMENT. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
PT. GTB is a company engaged in manufacturing, producing tires for vehicles, one of them is motorcycle tires. One of market segmentation from PT. GTB is the Original Equipment Manufacturing (OEM) market. The problem is the high level of complaints in 2017 and 2018 from major customers of OEM motorcycle tires. The purpose of this study was to analyze the level of customer satisfaction OEM motorcycle tires at PT. GTB and provide recommendations to companies. To get any items that are considered by the customer, interviews are conducted on the items on the use of motorcycle tires. Then the results of the interview are made a customer survey which is then processed by the Importance Performance Analysis (IPA) and Quality Function Deployment (QFD) methods. Preliminary analysis of the customer satisfaction survey identified 22 attributes that affects the level of customer satisfaction. Based on the results of this study, there is a gap between the level of satisfaction and performance. In accordance to the Cartesian diagram, there is have 7 attributes are in quadrant 1 which is the priority of improvement. It is known that the level of customer satisfaction with the use of GTB motorcycle tires on average is 3.56 which is lower than the customer's expectations of 4.40. By using the QFD method, the recommendation for the company is to review the design / drawing function and ensure the production process runs well. Keywords : customer complaint, IPA, QFD, OEM. PT. GTB merupakan perusahaan yang bergerak di bidang manufaktur, memproduksi ban untuk kendaraan bermotor, salah satunya ban motor. Segmentasi pasar dari PT. GTB salah satunya ialah pasar Original Equipment Manufacturing (OEM). Permasalahannya adalah tingginya tingkat komplain pada tahun 2017 dan 2018 dari pelanggan utama ban motor OEM. Tujuan penelitian ini adalah untuk menganalisa tingkat kepuasan pelanggan ban motor OEM di PT. GTB dan memberikan rekomendasi kepada perusahaan. Untuk mendapatkan item apa saja yang diperhatikan oleh pelanggan, maka dilakukan wawancara terhadap item atas penggunaan ban motor. Kemudian hasil wawancara tersebut dibuatkan survei pelanggan yang kemudian diolah dengan metode Importance Performance Analysis (IPA) dan Quality Function Deployment (QFD). Analisis awal survei kepuasan pelanggan diidentifikasi terdapat 22 atribut yang mempengaruhi tingkat kepuasan pelanggan. Berdasarkan hasil penelitian ini, terdapat kesenjangan antara tingkat kepuasan dan kinerja. Sesuai dengan diagram kartesius sebanyak 7 atribut berada pada kuadran 1 yang menjadi prioritas improvement. Diketahui tingkat kepuasan pelanggan terhadap penggunaan ban motor GTB secara rata-rata adalah 3.56 dimana lebih rendah dibandingkan dengan harapan pelanggan yaitu 4.40. Dengan menggunakan metode QFD didapatkan rekomendasi untuk perusahaan yaitu review fungsi desain/drawing dan memastikan proses produksi berjalan dengan baik. Kata Kunci : komplain pelangan, IPA, QFD, OEM.
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