TRIYATNO, TRIYATNO (2022) PERENCANAAN PENINGKATAN KUALITAS PELAYANAN DI YOEEH KOPI JUANA JAKARTA DENGAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The increasingly fierce competition for the coffee shop business in Indonesia requires every business actor including Yoeeh Kopi Juana to continue to improve the quality of its services. The purpose of this study is to obtain gap values from the perceptions and expectations of Yoeeh Kopi Juana customers and provide improvements from the attributes that have the highest priority. In this study, the SERVQUAL method was used with five dimensions of service, namely tangible, reliability, responsiveness, assurance, and empathy. the results of the study showed that the largest gap was in the dimension of Empathy (Empathy). The results obtained, it is known that there are gaps in almost all dimensions that need improvement and that are prioritized for improvement. And for improvement efforts, the QFD method with the HOQ matrix is used. Keywords : Customer Satisfaction, Service Quality (Servqual), Quality Function Deployment (QFD) Persaingan bisnis usaha coffee shop di Indonesia yang semakin ketat menuntut setiap pelaku usaha termasuk Yoeeh Kopi Juana untuk terus meningkatkan kualitas pelayanannya. Tujuan dari penelitian ini adalah untuk mendapatkan nilai gap dari persepsi dan ekspektasi pelanggan Yoeeh Kopi Juana 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 Empathy (Empati). Hasil yang didapat, diketahui bahwa adanya gap di hampir semua dimensi perlu adanya perbaikan dan yang dijadikan prioritas untuk perbaikan. Dan untuk upaya improvement digunakan metode QFD dengan matriks HOQ. Kata kunci : Kepuasan Pelanggan, Service Quality (Servqual), Quality Function Deployment (QFD)
| Item Type: | Thesis (S1) |
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| Call Number CD: | FT/IND. 22 027 |
| NIM/NIDN Creators: | 41618010029 |
| Uncontrolled Keywords: | Kepuasan Pelanggan, Service Quality (Servqual), Quality Function Deployment (QFD) |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 307 Communities/Komunitas > 307.1 Planning and Development/Perencanaan dan Pengembangan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | ADELINA HASNA SETIAWATI |
| Date Deposited: | 06 Oct 2022 07:32 |
| Last Modified: | 06 Oct 2022 07:32 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/70048 |
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