ANALISIS PENINGKATAN KUALITAS LAYANAN PT WAHANA KARYA PHARMA DENGAN METODE QUALITY FUNCTION DEPLOYMENT (QFD)

RISDA, SIAHAAN MIKA (2020) ANALISIS PENINGKATAN KUALITAS LAYANAN PT WAHANA KARYA PHARMA DENGAN METODE QUALITY FUNCTION DEPLOYMENT (QFD). S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

Pharmacy is one of the health facilities that provides health services to the community which has a very strategic role in accelerating the improvement of the degree of public health. The number of visitors in PT Wahana Karya Pharma has not increased, the average visitor is 22 people per day. This is due to competitors. There are 40 pharmacies registered in Kelapa Gading area. PT Wahana Karya Pharma must provide good service to consumers to increase consumer loyalty to the company so that it can survive among competitors. This study aims to determine the factors that are the top priority of consumers for service quality and to determine the factors that need to be improved in improving the quality of service of PT Wahana Karya Pharma with the Service Quality (Servqual), Importance-Performance Analysis (IPA) and Quality Function Deployment (QFD) methods. Service Quality (Servqual) and Importance-Performance Analysis (IPA) approaches as analytical techniques to assess customer satisfaction. The Design of Quality Function Deployment (QFD) is used to design recommendations for improving services received by consumers. The results of this study indicate the servqual value is negative. This reflects consumers 'expectations that are greater than consumers' perceptions and the company's services have not been satisfactory. The main priority of consumers towards service quality is the Assurance dimension with the lowest gap servqual value of -0.77 and the second lowest dimension value is Empathy with a gap value of -0.52. This proves that it is necessary to improve service quality to increase customer satisfaction at PT Wahana Karya Pharma, especially in terms of Assurance and Empathy. Keywords: Service Quality, Consumer Satisfaction, Service Quality (Servqual), Importance-Performance Analysis (IPA), Quality Function Deployment (QFD). Farmasi merupakan salah satu sarana kesehatan yang memberikan pelayanan kesehatan kepada masyarakat yang memiliki peran sangat strategis dalam mempercepat peningkatan derajat kesehatan masyarakat. Jumlah pengujung PT Wahana Karya Pharma tidak mengalami peningkatan, rata-rata pengunjung adalah 22 orang per hari. Hal ini disebabkan karena adanya kompetitor. Terdapat 40 apotek yang terdaftar di wilayah Kelapa Gading. PT Wahana Karya Pharma harus memberikan pelayan yang baik terhadap konsumen untuk meningkatkan loyalitas konsumen terhadap perusahaan sehingga dapat bertahan diantara pesaing. Penelitian ini bertujuan untuk menentukan faktor yang menjadi prioritas utama konsumen terhadap kualitas pelayanan dan untuk menentukan faktor yang perlu diperbaiki dalam meningkatkan kualitas pelayanan PT Wahana Karya Pharma dengan metode Service Quality (Servqual), Importance-Performance Analysis (IPA) dan Quality Function Deployment (QFD). Pendekatan Service Quality (Servqual) dan Importance-Performance Analysis (IPA) sebagai teknik analisis untuk menilai kepuasan konsumen. Perancangan Quality Function Deployment (QFD) digunakan untuk merancang rekomendasi perbaikan pelayanan yang diterima oleh konsumen. Hasil penelitian ini menunjukkan nilai servqual adalah negatif. Hal ini mencerminkan ekspektasi konsumen lebih besar dari persepsi konsumen dan pelayanan perusahaan belum memuaskan. Prioritas utama konsumen terhadap kualitas pelayanan adalah dimensi Assurance dengan nilai gap servqual terendah yaitu –0.77 dan nilai dimensi kedua terendah adalah Empathy dengan nilai gap -0.52. Hal ini membuktikan bahwa perlu dilakukan perbaikan terhadap kualitas pelayanan untuk meningkatkan kepuasan konsumen di PT Wahana Karya Pharma terutama dalam hal Assurance dan Empathy. Kata kunci : Kualitas Layanan, Kepuasan Konsumen, Service Quality (Servqual), Importance-Performance Analysis (IPA), Quality Function Deployment (QFD)

Item Type: Thesis (S1-Sarjana)
Call Number: ST/16/20/046
NIM: 41615110087
Uncontrolled Keywords: Kualitas Layanan, Kepuasan Konsumen, Service Quality (Servqual), Importance-Performance Analysis (IPA), Quality Function Deployment (QFD)
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 322 Relation of The State of Organized Groups/Hubungan Negara dengan Kelompok Sosial yang Terorganisir > 322.3 Business and Industry/Bisnis dan Industri
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri > 338.4 Secondary Industries and Services/Industri dan Jasa Sekunder
300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 369 Miscellaneous Associations/Aneka Ragam Perkumpulan > 369.5 Service Clubs/Perkumpulan Layanan
600 Technology/Teknologi > 640 Home Economic and Family Living Management/Kesejahteraan Rumah Tangga dan Manajemen Kehidupan Keluarga > 642 Meals and Table Service/Makanan dan Layanan Meja > 642.6 Serving at Table/Layanan di Meja
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor > 651.9 Office Services in Specific Kinds of Enterprises/Layanan Kantor untuk Perusahaan Tertentu
700 Arts/Seni, Seni Rupa, Kesenian > 700. Arts/Seni, Seni Rupa, Kesenian > 700.1-700.9 Standards Subdivisions of The Arts/Subdivisi Standard dari Karya Seni > 700.4 Special Topics in The Arts/Topik Tertentu dalam Karya Seni > 700.41 Arts Displaying Specific Qualities of Style, Mood, Viewpoint/Seni Menampilkan Kualitas Gaya Tertentu, Suasana Hati, Sudut Pandang
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Virda Syifa
Date Deposited: 13 Feb 2021 04:23
Last Modified: 13 Feb 2021 04:23
URI: http://repository.mercubuana.ac.id/id/eprint/54910

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