PERBAIKAN KUALITAS PELAYANAN PADA PERUSAHAAN DISTRIBUTOR FOOD & BEVERAGE DENGAN PENDEKATAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT

MARPAUNG, MASDA MEGAWATI (2022) PERBAIKAN KUALITAS PELAYANAN PADA PERUSAHAAN DISTRIBUTOR FOOD & BEVERAGE DENGAN PENDEKATAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The company is a distributor of food and beverage products for both local and foreign products, domiciled in Jakarta and has 11 branches throughout Indonesia. During the last three years, the company still received significant complaints from consumers. With this complaint, it can be seen that there is customer dissatisfaction from what is expected with the reality received by the customer.Therefore, the purpose of this thesis is to analysis of customer satisfaction levels, service quality using Servqual methode and provides suggestions for improvement using QFD with using the HoQ matrix. The results of this research show that customers are still not satisfied with the services provided by the company where the value of the level of satisfaction is still lower than the level of importance. At the level of service quality provided by company, the results of the gap are negative in each dimension, which means that the quality of service provided is not in accordance with customer expectations. To improve customer satisfaction and service quality of company in accordance with customer needs, eight technical responses are designed as an improvement program carried out by the company. The company can implement five priority improvement programs to improve the quality of services provided so that it can satisfy the consumer needs with the contribution value of 76.93%. Key words: Distribution Company, Servqual, Service of Quality, Quality Function Deployment. Perusahaan merupakan distributor produk makanan dan minuman baik untuk produk lokal dan produk dari luar negeri yang berdomisili di Jakarta dan memiliki 11 cabang di seluruh Indonesia. Sepanjang tiga tahun terakhir, perusahaan masih menerima sejumlah komplain yang signifikan dari konsumen. Dengan adanya komplain ini terlihat bahwa adanya ketidakpuasan pelanggan dari apa yang diinginkan dengan realita yang diterima oleh pelanggan. Oleh karena hal tersebut tesis ini membahas mengenai analisis tingkat kepuasan pelanggan, kualitas layanan menggunakan Servqual dan memberikan usulan perbaikan menggunakan QFD menggunakan matriks HoQ. Hasil penelitian menunjukan bahwa pelanggan masih belum puas dengan layanan yang diberikan perusahaan dimana nilai tingkat kepuasan masih lebih rendah dari tingkat kepentingan. Pada tingkat kualitas layanan yang diberikan perusahaan didapatkan hasil gap bernilai negative pada setiap dimensi yang artinya kualitas pelayanan yang diberikan belum sesuai dengan harapan/keinginan pelanggan. Dalam meningkatkan kepuasan pelanggan dan kualitas pelayanan pada perusahaan agar sesuai dengan keinginan pelanggan dirancang delapan respon teknis sebagai program perbaikan yang akan dilakukan perusahaan. Perusahaan dapat melaksanakan lima prioritas program tersebut untuk memperbaiki kualitas layanan yang diberikan sehingga dapat memenuhi kebutuhan pelanggan dengan memberikan kontribusi kepuasan pelanggan sebesar 76.93%. Key words: Distribution Company, Kualitas Layanan, Servqual, Quality Function Deployment.

Item Type: Thesis (S1)
Call Number CD: CD/551. 22 067
NIM/NIDN Creators: 55120110069
Uncontrolled Keywords: Distribution Company, Kualitas Layanan, Servqual, Quality Function Deployment.
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.435 Memory Management Programs/Program Manajemen Memori
Divisions: Pascasarjana > Magister Manajemen
Depositing User: WADINDA ROSADI
Date Deposited: 22 Oct 2022 08:29
Last Modified: 22 Oct 2022 08:29
URI: http://repository.mercubuana.ac.id/id/eprint/70789

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