Sugiharto, Batriono (2013) PERBAIKAN KUALITAS LAYANAN PENJUALAN TIKET PESAWAT UDARA DENGAN MENGGUNAKAN QUALITY FUNCTION DEPLOYMENT (QFD) PADA CV FUNTASTIC TOUR DAN TRAVEL. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Funtastic Tour and Travel ( FTT ) is a company engaged in the business of travel, which in the last three years experienced a decline in airline ticket sales. According to the preliminary interviews and questionnaires, the cause of the decline in airline ticket sales customer dissatisfaction over the quality of services provided. The purpose of the study to determine and specify the service and the FTT that has not met the expectations of customers, and secondly to determine the appropriate quality of service FTT with customer expectations. To provide suggestions for improvement of the service quality, the method used in this reserch Servqual, Importance Performance Analysis, benchmarking and Quality Function Deployment. Where the method of collecting data by means of interviews, journals and past research on the quality of service by using questionnaires measuring devices. Processing of data obtained from the proposed improvements are prioritized on a first comfort level of the waiting room, second ease to get ticket, third guaranteed quality of services provided, fourth information and instructions given procedure for utilization of clear, and fifth dexterity ticket staff in serving customers. The priorities and serious attention to improvements that will improve service airline ticket sales impacting the increasing number of customers FTT. Keywords: Service, Service Quality, Quality Function Deployment. Funtastic Tour dan Travel (FTT) adalah perusahaan bergerak di bidang usaha perjalanan wisata, yang dalam tiga tahun terakhir mengalami penurunan penjualan tiket pesawat udara. Menurut wawancara dan quisioner pendahuluan, penyebab dari penurunan penjualan tiket pesawat udara ada ketidakpuasan pelanggan atas kualitas layanan yang diberikan. Tujuan penelitian untuk mengetahui dan menentukan layanan FTT yang telah dan yang belum memenuhi harapan pelanggan, dan kedua untuk menentukan kualitas layanan FTT yang sesuai dengan harapan pelanggan. Untuk memberikan usulan perbaikan kualitas layanan tersebut, dalam penelitiaan ini digunakan metode Servqual, Importance Performance Analisis, Bencmarking dan Quality Function Deployment. dimana metode pengumpulan datanya dengan cara wawancara, jurnal dan penelitian terdahulu mengenai kualitas layanan dengan menggunakan alat ukur quisioner. Dari pengolahan data diperoleh usulan perbaikan diprioritaskan pada pertama tingkat kenyamanan ruang tunggu, kedua kemudahan dalam meperoleh tiket, ketiga kualitas layanan yang diberikan terjamin, keempat informasi dan petunjuk tata cara pemanfaatan yang diberikan jelas, dan kelima kecekatan staf tiket dalam melayani pelanggan. Yang menjadi prioritas dan mendapat perhatian yang serius untuk perbaikan sehingga akan meningkatkan layanan penjualan tiket pesawat udara yang berdampak semakin bertambahnya jumlah pelanggan FTT. Kata kunci: Layanan, Service Quality, Quality Function Deployment.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-13-018 |
| Call Number: | TM/51/15/104 |
| NIM/NIDN Creators: | 55109110074 |
| Uncontrolled Keywords: | Service, Service Quality, Quality Function Deployment, Layanan, Service Quality, Quality Function, MPS, Manajemen Pemasaran |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 21 May 2015 14:23 |
| Last Modified: | 09 Jul 2022 06:42 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/15256 |
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