YULIANTI, ADE (2019) ANALISIS KEPUASAN PELANGGAN TERHADAP PENJUALAN HIJAB ONLINE MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN QUALITY FUNCTION DEPLOYEMENT (QFD). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Currently competition in online sales is growing so rapidly that every online shop is required to continue to provide the best service so as not to lose in competition. Deincraft is an online shop that is engaged in selling hijab online which has been established since 2016 but does not provide a rapid increase in sales. The purpose of this study is to provide a service improvement proposal to the Deincraft online shop using the Servqual and QFD methods. In this study a customer satisfaction survey was conducted by distributing questionnaires to 100 respondents who had shopped at the Deincraft online shop. Based on data processing carried out using the Servqual and House Of Quality (HOQ) method, the level of customer satisfaction is lower when compared to the expected level with a mean value of 4.75 and the level of perception that is the average value (mean ) 4.25. The results of house of quality analysis recommend a number of improvement proposals, namely maximizing labor (36%), providing customer service contacts (21%), maintaining good relations with consumers (16%), improving quality control (16%), maximizing speed in shipping ( 7%) and improve the quality of service to consumers in meeting product needs (4%). Keyword: Service quality, Satisfaction, Servqual, QFD, HOQ Saat ini persaingan dalam penjualan online berkembang sangat pesat sehingga setiap online shop dituntut untuk terus memberikan pelayanan terbaik agar tidak kalah dalam persaingan. Deincraft merupakan online shop yang bergerak dalam penjualan hijab online yang telah berdiri sejak tahun 2016 tetapi kurang memberikan peningkatan penjualan yang cepat. Tujuan dari penelitian ini adalah memberikan usulan perbaikan pelayanan kepada online shop Deincraft dengan menggunakan metode Servqual dan QFD. Pada penelitian ini dilakukan survey kepuasan pelanggan dengan menyebarkan kuesioner kepada 100 responden yang pernah berbelanja di online shop Deincraft. Berdasarkan pengolahan data yang dilakukan menggunakan metode Servqual dan House Of Quality (HOQ) yaitu Tingkat kepuasan konsumen lebih rendah jika dibandingkan dengan tingkat harapannya yaitu dengan nilai rata-rata (mean) 4,75 dan tingkat persepsi nya yaitu dengan nilai rata-rata (mean) 4,25. Hasil analisis house of quality merekomendasikan beberapa usulan perbaikan yaitu memaksimalkan tenaga kerja (36%), menyediakan kontak customer service (21%), menjaga hubungan baik dengan konsumen (16%), meningkatkan quality control (16%), memaksimalkan kecepatan dalam pengiriman (7%) dan meningkatkan kualitas pelayanan kepada konsumen dalam memenuhi kebutuhan produk (4%). Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, Servqual, QFD, HOQ
| Item Type: | Thesis (S1) |
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| Call Number CD: | FT/IND. 19 137 |
| Call Number: | ST/16/19/081 |
| NIM/NIDN Creators: | 41615010020 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Pelanggan, Servqual, QFD, HOQ |
| Subjects: | 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 02 Mar 2022 00:35 |
| Last Modified: | 01 Mar 2023 04:31 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/56994 |
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