FIRMANSYAH, AJI ILYAS (2023) ANALISIS SERVQUAL MENGGUNAKAN METODE QFD GUNA MENGUKUR KUALITAS PELAYANAN (Studi kasus pada PT.Armorindo Artha). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study is to measure service quality using Servqual Variables using the Quality Function Deployment (QFD) method at PT. Armorindo Artha. The Service Quality (Servqual) method is used to identify and prioritize customer satisfaction. These results will later be integrated with the Quality Function Deployment (QFD) method to update service quality. This study was conducted on 30 respondents using a quantitative descriptive approach. Determination of sample size using purposive sampling techniques to take the entire population, then convenience sampling is carried out to obtain object information. The data collection method uses survey methods, with research instruments are questionnaires, interviews and literature studies. The approach used in this study is HoQ (House of Quality). The results of this study can show that the quality of service of PT. Armorindo Artha has not provided satisfactory results. With reference to the Voice Of Customer and Technical Requirements used for priority improvement by looking at the Column Weight. Point of improvement that can be done by PT. Armorindo Artha is to pay attention to the cleanliness of facilities, provide training to employees, improve service quality, contact with management and provide criticism and suggestion boxes. Penelitian ini untuk mengukur kualitas pelayanan dengan menggunakan Variabel Servqual menggunakan metode Quality Function Deployment (QFD) di PT. Armorindo Artha. Metode Service Quality (Servqual) digunakan untuk mengidentifikasi dan memprioritaskan kepuasan pelanggan. Hasil tersebut nantinya akan diintegrasikan dengan metode Quality Function Deployment (QFD) untuk memperbarui kualitas pelayanan. Penelitian ini dilakukan terhadap 30 responden dengan menggunakan pendekatan deskriptif kuantitatif. Penentuan ukuran sampel menggunakan teknik purposive sampling untuk mengambil keseluruhan populasi, kemudian dilakukan convenience sampling untuk mendapatkan informasi objek. Metode pengumpulan data menggunakan metode survey, dengan instrument penelitian adalah kuesioner, wawancara dan studi kepustakaan. Pendekatan yang digunakan dalam penelitian ini adalah HoQ (House of Quality). Hasil penelitian ini dapat menujukan bahwa kualitas pe;ayanan PT. Armorindo Artha belum memberikan hasil yang memuaskan. Dengan mengacu pada Voice Of Customer dan Technical Requirement yang digunakan untuk prioritas perbaikan dengan melihat Column Weight. Point perbaikan yang dapat dilakukan PT. Armorindo Artha adalah dengan memperhatikan kebersihan fasilitas, memberikan pelatihan pada karyawan, meningkatkan kualitas pelayanan, kontak dengan pihak manajemen dan menyediakan kotak kritik dan saran. Kata kunci : Kualitas, Pelayanan, Servqual, Quality Function Deployment, House of Quality
| Item Type: | Thesis (S1) |
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| Call Number CD: | FE/MJ. 23 195 |
| NIM/NIDN Creators: | 43118120151 |
| Uncontrolled Keywords: | Kualitas, Pelayanan, Servqual, Quality Function Deployment, House of Quality |
| 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 400 Language/Bahasa > 400. Language/Bahasa > 406 Organizations and management/Organisasi dan Manajemen |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | CALVIN PRASETYO |
| Date Deposited: | 07 Sep 2023 03:45 |
| Last Modified: | 07 Sep 2023 03:45 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/80463 |
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