ALJABAR, MUHAMMAD WAHID MALIK (2021) PERBAIKAN KINERJA LAYANAN PURNA JUAL DAN ANALISIS KEPUASAN PELANGGAN DI INDUSTRI POWER TOOLS DENGAN PENDEKATAN FUZZY KANO. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (COVER)
01. COVER.pdf Download (3MB) |
|
Text (BAB 1)
02. BAB I.pdf Restricted to Registered users only Download (1MB) |
|
Text (BAB 2)
03. BAB II.pdf Restricted to Registered users only Download (2MB) |
|
Text (BAB 3)
04. BAB III.pdf Restricted to Registered users only Download (1MB) |
|
Text (BAB 4)
05. BAB IV.pdf Restricted to Registered users only Download (3MB) |
|
Text (BAB 5)
06. BAB V.pdf Restricted to Registered users only Download (2MB) |
|
Text (BAB 6)
07. BAB VI.pdf Restricted to Registered users only Download (811kB) |
|
Text (DAFTAR PUSTAKA)
08. DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (1MB) |
|
Text (LAMPIRAN)
09. LAMPIRAN.pdf Restricted to Registered users only Download (6MB) |
Abstract
Layanan Purna Jual (LPJ) merupakan kegiatan pendukung produk yang diberikan kepada pelanggan. LPJ berfokus pada kualitas yang dapat menciptakan keunggulan kompetitif yang berkelanjutan. Konsisten dalam memberikan pelayanan yang terbaik pada LPJ, perlu dilakukan pengukuran kinerja. Berdasarkan data pencapaian hasil kinerja dari LPJ pada industri Power Tools masih rendah. Berdasarkan observasi awal dari 12 LPJ yang ada di wilayah Jawa Barat dan Jakarta, dari total 12 LPJ terdapat 25% aktual pencapaian dengan kategori baik, 17% aktual pencapaian dengan kategori buruk dan 58% aktual pencapaian dengan kategori sangat buruk. Penelitian ini bertujuan untuk mengevaluasi hasil kinerja LPJ dan untuk memberikan usulan strategi perbaikan kinerja LPJ. Penelitian ini menggunakan metode Fault Tree Analysis (FTA) dan Fuzzy Kano. FTA berfokus untuk menganalisis akar penyebab masalah melalui Focus Group Discussion (FGD) sedangkan Fuzzy Kano berfokus untuk menganalisis kepuasan pelanggan. Dimensi kualitas yang digunakan untuk menganalisis kepuasan pelanggan adalah SERVQUAL. Hasil penelitian menunjukkan terdapat 20 indikator kinerja yang belum tercapai dan 11 atribut indikator yanga berkaitan dengan kepuasan pelanggan. === After Sales Service (ASS) is a product support activity provided to customers. ASS focuses on quality that can create a sustainable competitive advantage. Consistent in providing the best service to ASS, it is necessary to measure performance. Based on data, the achievement of performance results from ASS in the Power Tools industry is still low. Based on initial observations from 12 ASS in West Java and Jakarta, from a total of 12 ASS there were 25% actual achievements in the good category, 17% actual achievements in the bad category and 58% actual achievements in the very bad category. This study aims to evaluate the results of ASS performance and to propose strategies for improving ASS performance. This research uses Fault Tree Analysis (FTA) and Fuzzy Kano methods. FTA focuses on analyzing the root causes of problems through Focus Group Discussion (FGD) while Fuzzy Kano focuses on analyzing customer satisfaction. The quality dimension used to analyze customer satisfaction is SERVQUAL. The results showed that there were 20 performance indicators that had not been achieved and 11 attribute indicators related to customer satisfaction.
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55319120015 |
| Uncontrolled Keywords: | Focus Group Disccussion, Fault Tree Analysis, Fuzzy Kano, Kinerja,SERVQUAL, Focus Group Disccussion, Fault Tree Analysis, Fuzzy Kano, Performance, SERVQUAL |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | Priyo Raharjo |
| Date Deposited: | 17 Feb 2022 06:59 |
| Last Modified: | 17 Feb 2022 06:59 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/56297 |
Actions (login required)
 |
View Item |
