SIMANULANG, BANTU HOTSAN (2015) PERBAIKAN KUALITAS LAYANAN PELANGGAN INTERNAL DENGAN METODE INTEGRASI SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (PADA POOL TAXI BLUE BIRD GROUP CABANG PONDOK KOPI). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
The driver is the internal consumers need to get the best quality of service. Good or poor service quality of taxi service company's ability to create a professional driver. Analysis method of servqual does show there is a gap in quality between the perceived expectations with internal customers. Overall internal customers perceive the service achieved average stated quite satisfied. Servqual analysis done can identify the needs of customers. There are nine factors internal customer needs (the driver) to improve the quality of service, namely health, hygiene, safety, comfort, reliability, speed, accuracy, educational/training programs and awards. With the approach of QFD method priority repairs are done by improving comfort and safety; reward high achieving internal customers; Boost Holiday program (travel); the ease of getting a loan; providing portable toilets and working with managers to provide the base of the toilet. Then provide clinics in the pool; Standard Operating Procedures training (SOP) for vehicles as well as the janitor officers workshop; facilities procurement of GPS (Global Positioning System); scholarship program for young drivers of overachievers and loans for school children; and conduct training or courses. Keywords: Servqual, House of Quality, Quality Function Deployment, Internal Customers, quality Pengemudi merupakan konsumen internal yang perlu mendapatkan kualitas pelayanan terbaik. Baik atau buruknya kualitas layanan jasa taksi tidak lepas dari kemampuan perusahaan menciptakan pengemudi yang professional. Analisis metoda servqual yang dilakukan menunjukkan terdapat kesenjangan kualitas antara harapan dengan yang dirasakan pelanggan internal. Secara keseluruhan pelanggan internal mempersepsikan pelayanan yang didapatkan rata- rata menyatakan cukup puas. Analisa servqual yang dilakukan dapat mengindentifikasi kebutuhan pelanggan. Terdapat sembilan faktor kebutuhan pelanggan internal (pengemudi) untuk meningkatkan kualitas pelayanan yaitu kesehatan, kebersihan, keamanan, kenyamanan, kehandalan, kecepatan, ketepatan, program pendidikan/pelatihan dan penghargaan. Dengan pendekatan metode QFD prioritas perbaikan yang dilakukan dengan meningkatkan kenyamanan dan keamanan; memberikan penghargaan kepada pelanggan internal berprestasi; meningkatkan program liburan (wisata); kemudahan mendapatkan pinjaman; menyediakan toilet portable dan bekerja sama dengan pengelola pangkalan dalam menyediakan toilet. Kemudian menyediakan klinik dalam pool; mengadakan pelatihan Standar Operasi Prosedur (SOP) bagi petugas kebersihan kendaraan serta petugas bengkel; fasilitas pengadaan GPS (Global Positioning System); program beasiswa untuk anak pengemudi berprestasi dan pinjaman untuk anak sekolah; dan mengadakan pelatihan ataupun kursus. Kata Kunci: Servqual, House of Quality, Quality Function Deployment, Pelanggan Internal, Kualitas
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-553-15-045 |
| NIM/NIDN Creators: | 55312110049 |
| Uncontrolled Keywords: | Servqual, House of Quality, Quality Function Deployment, Pelanggan Internal, Kualitas, Servqual, House of Quality, Quality Function Deployment, Internal Customers, quality. MTI |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | ORYZA LUVITA |
| Date Deposited: | 30 Mar 2022 03:16 |
| Last Modified: | 27 Jun 2022 06:05 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59061 |
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