HARYANTO, DWI (2020) EVALUASI KERJA DALAM UPAYA PENINGKATAN KUALITAS PELAYANAN DENGAN METODE INTEGRASI SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD) DI PT ASCO AUTOMOTIVE. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Penelitian ini bertujuan untuk mengetahui kualitas layanan di PT Asco Automotive berdasarkan sudut pandang customer dan mengetahui atribut-atribut pelayanan yang menjadi prioritas untuk diperbaiki dengan menggunakan integrasi metode Servqual melalui Importance-Performance Analysis dan memberikan usulan untuk perbaikan kualitas layanan dengan metode Quality Function Deployment. Penelitian ini menggunakan 76 responden yang merupakan customer di Asco Automotive dengan menggunakan lima dimensi Service Quality yaitu, reliability, responsiveness, assurance, emphaty, dan tangible. Hasil analisis data dari penelitian ini menunjukkan gap untuk 26 atribut bernilai minus, sembilan atribut yang menjadi prioritas perbaikan dan tiga usulan perbaikan utama yaitu layanan darurat 24 jam melalui telepon dan kunjungan, ketersediaan spare part kategori fast moving 100%, dan garansi service 14 hari atau 1.000 kilometer. Kata Kunci: Kualitas, Customer, Servqual, Importance-Performance Analysis, Quality Function Deployment The objective of this study is to analyze the quality of service at Asco Automotive based on customers point of view and to know the priority attributes that need to improve by using integrated method of Servqual through ImportancePerformance Analysis and provide corrective suggestion for increasing service quality by using Quality Function Deployment methode. This study used 76 respondents who is the customer of Asco Automotive, by using five dimensions of Service Quality,reliability, responsiveness, assurance, emphaty, and tangible. The result of data analysis to this study shows that the gap score of 26 attributes have negative value, nine main priority attributes, and three corrective suggestions, 24hours emergency service through phone call and visit, 100% availability of spare part on fast moving category, and 14 days or 1.000 kilometers warranty of service. Keywords:Quality, Customer, Servqual, Importance-Performance Analysis, Quality Function Deployment.
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