ARDIANSYAH, RAMADHON (2020) PENILAIAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DENGAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD) DI KOPI LALU KEBON JERUK JAKARTA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Competition in the coffee shop business in Indonesia is increasingly stringent demanding every business including Coffee Traffic to improve the quality of its services. The purpose of this study is to obtain the value of the gap from the perceptions and expectations of customers of Coffee Traffic and to provide improvements to the attributes that have high priority. In this study the SERVQUAL method is used with five service dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. The results of the study show the fact that the largest gap in the dimension of responsiveness (Responsiveness). The results obtained, it is known that there are gaps in all dimensions need to be improved and what is needed for improvement is the attribute that corresponds to Quadrant A on the Cartesian diagram. And for improvement efforts used the QFD method with HOQ matrix. Keywords: Customer Satisfaction, Service Quality (Servqual), Quality Function Deployment (QFD) Persaingan usaha coffe shop di Indonesia yang semakin ketat menuntut setiap pelaku usaha termasuk Kopi Lalu untuk terus meningkatkan kualitas pelayanannya. Tujuan dari penelitian ini adalah untuk mendapatkan nilai gap dari persepsi dan ekspektasi pelanggan Kopi Lalu serta memberikan perbaikan dari atribut-atribut yang memiliki prioritas tertinggi. Pada penelitian ini digunakan metode SERVQUAL dengan lima dimensi pelayanan yaitu tangible, reliability, responsiveness, assurance, dan empathy. hasil dari penelitian menunjukkan bahwa gap yang terbesar berada pada dimensi responsiveness (Daya Tanggap). Hasil yang didapat, diketahui bahwa adanya gap disemua dimensi perlu adanya perbaikan dan yang dijadikan prioritas untuk perbaikan adalah atribut yang berada pada Kuadran A pada diagram kartesius. Dan untuk upaya improvement digunakan metode QFD dengan matriks HOQ. Kata kunci : Kepuasan Pelanggan, Service Quality (Servqual), Quality Function Deployment (QFD)
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