ANALISIS KEPUASAN PENGHUNI APARTEMEN MEDITERANIA GARDEN RESIDENCE 2 DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS ( IPA ) DAN QUALITY FUNCTION DEPLOYMENT (QFD) (Study kasus di PT PRIMA BUANA INTERNUSA)

YAHYA, FAHRIZAL (2018) ANALISIS KEPUASAN PENGHUNI APARTEMEN MEDITERANIA GARDEN RESIDENCE 2 DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS ( IPA ) DAN QUALITY FUNCTION DEPLOYMENT (QFD) (Study kasus di PT PRIMA BUANA INTERNUSA). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Satisfying Service is any action or activity that can be offered by one party to another. Quality of service is a measure of the difference between the expectations of consumers with the services provided by the company. There are five dimensions of service quality, tangible, reliability, responsiveness, assurance, and emphaty. Customer satisfaction is influenced by the perception of service quality product quality, price and the factors that are personal, and that is the situation for a moment. Customer expectations and perceptions influence in determining the product of a residents. Some time ago the management research of the Mediterranean Garden Residence Apartment 2 Custemoer Service in the apartment. The residents complained that they felt that the maid was not good, especially the problem of delivering and the service time that was less rapid. the management Apartement and its gap with the hope of residents. Data obtained from the measurement of variable / service attributes, through the distribution of questionnaires to the occupants, The method used is Importance Performance Analysis and Quality Function Deployment. The services provided by the manager of Apartment MGR2 with the expected expectation of the occupant is only 86%. Pengeola Apartement MGR2 should do more training or training on good service quality so as to improve the quality of service in accordance with customer expectations. Keyword : Service, Expectation, Performance, Importance Performance Analysis, Quality Function Deployment Pelayanan memuaskan ialah setiap tindakan atau kegiatan yang dapat ditawarkan oleh suatu pihak kepada pihak lain. Kualitas pelayanan merupakan ukuran selisih antar perbedaan antara harapan konsumen dengan pelayanan yang diberikan oleh perusahaan. Terdapat lima dimensi kualitas pelayanan yaitu : bukti fisik, keandalan, ketanggapan, jaminan dan kepastian , serta memberikan perhatian. Kepuasan pelanggan dipengaruhi oleh persepsi kualitas jasa kualitas produk, harga dan factor-faktor yang bersifat pribadi serta yang bersifat situasi sesaat. Harapan dan persepsi mempengaruhi penghuni dalam menentukan produk. Beberapa kejadian selama penelitian pihak manajemen Apartemen Mediterania Garden Residence 2 menerima komplain dari penghuni tentang keamanan dan pelayanan Custemoer Service di apartemen. Penghuni mengeluh karena merasa pelayan kurang baik, terutama masalah penyampaian dan waktu pelayanan yang kurang cepat. pihak manajemen Apartement serta gap nya dengan harapan penghuni. Data diperoleh dari pengukuran variable/atribut pelayanan, melalui penyebaran kuesioner kepada para penghuni, Metode yang digunakan adalah Importance Performance Analysis dan Quality Function Deployment. Pelayanan yang diberikan pengelola Apartemen MGR2 dengan harapan yang diinginkan penghuni hanya 86%. Pengeola Apartement MGR2 harus lebih melakukan training atau pelatihan tentang kualitas pelayanan yang baik sehingga dapat meningkatkan kualitas pelayanan yang sesuai dengan harapan pelanggan. Kata Kunci : Pelayanan, Harapan, Kinerja, Importance Performance Analysis, Quality Function Deployment

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