IMPLEMENTASI QUALITY FUNCTION DEPLOYMENT (QFD) DALAMPENINGKATAN KEPUASAN PELANGGAN PADA PT PLN (Persero) UNIT INDUK DISTRIBUSI JAKARTA RAYA UP3 MENTENG

WAHYUDIN, DIDIN (2021) IMPLEMENTASI QUALITY FUNCTION DEPLOYMENT (QFD) DALAMPENINGKATAN KEPUASAN PELANGGAN PADA PT PLN (Persero) UNIT INDUK DISTRIBUSI JAKARTA RAYA UP3 MENTENG. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

This study aims to determine the service quality of PT PLN UID Jakarta Raya, UP3 Menteng on customer satisfaction of household units and this research is a descriptive study with a total of 100 respondents. The analysis method uses Service Quality (SERVQUAL), Importance Performance Analysis (IPA), and Quality Function Development (QFD) methods with House of Quality (HOQ). The results of data analysis using the SERVQUAL method show that the overall level of customer satisfaction is 78.4%. This means that there are many improvements thatneed to be made by the management of PLN to be able to increase customer satisfaction. Then, in the IPA method, there are 7 service quality attributes that must be improved. While in the QFD method, the results of data analysis show that the action of "Procurement of Officer Training with Maximum Improvements" is the top priority. In conclusion, the three methods can provide answers to improve the quality of PLN services. Then, suggestions for PLN field workers to be able to improve their competence in accommodating and handling every complaint and aspiration of the community. Both related to the electricity needs of the community as well as the obstacles that often occur. Keywords: Service Quality, Customer Satisfaction, SERVQUAL, IPA, QFD, HOQ Penelitian ini bertujuan untuk mengetahui kualitas pelayanan PT PLN UID Jakarta Raya, UP3 Menteng terhadap kepuasan pelanggan unit rumah tangga dan Penelitian ini adalah penelitian deskriptif dengan jumlah responden sebanyak 100 orang. Metode analisis menggunakan metode Service Quality (SERVQUAL), Importance Performance Analysis (IPA), dan Quality Function Development (QFD) dengan House of Quality (HOQ). Hasil analisis data dengan metode SERVQUAL menunjukkan bahwa tingkat kepuasan pelanggan secara keseluruhan sebesar 78,4%. Artinya, perlu adanya banyak perbaikan yang perlu dilakukan oleh pihak manajemen PLN untuk bisa meningkatkan kepuasan pelanggan. Lalu, dalam metode IPA ada 7 atribut kualiatas pelayanan yang harus diperbaiki. Sedangkan dalam metode QFD, hasil analisis data menunjukkan bahwa tindakan “Pengadaan Pelatihan Petugas dengan Perbaikan yang Dilakukan Secara Maksimal” menjadi prioritas paling utama. Kesimpulannya, ketiga metode tersebut bisa memberikan jawaban untuk meningkatkan kualitas pelayanan PLN. Lalu, saran untuk pekerja lapangan PLN untuk bisa meningkatkan kompetensinya dalam menampung dan menangani setiap keluhan dan aspirasi masyarakat. Baik itu terkait kebutuhan listrik masyarakat maupun kendala – kendala yang sering terjadi. Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, SERVQUAL, IPA, QFD, HOQ

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