WIJAYA, SATRIA ARIYOGA (2020) ANALISA DAN PERBAIKAN KUALITAS PELAYANAN MENGGUNAKAN INTEGRASI METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD) DI BUM KITCHEN KARAWACI TANGERANG. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Measuring the level of customer satisfaction is one of the important factors to overcome the competition is rapidly increased. By knowing the level of customer satisfaction from services provided, the company could undertake the mapping of improved service quality. By using the integration method servqual, IPA, and QFD, the service provider is able to determine the level of customer satisfaction and straightly can make improvements of service with low levels of satisfaction.This research is motivated by the complaints and complaints of customers when visiting BUM Kitchen restaurant, customer satisfaction research has never been conducted, to increase customer satisfaction again. Therefore a study was conducted using a questionnaire based on the dimensions of service quality (SERVQUAL). It can be seen that there are gaps in all attributes and the largest gap is in the tangible dimension (physical evidence). The results obtained, it is known that there are gaps in all dimensions need to be repaired and the priority for improvement is the attributes that are in Quadrants A and C in the IPA analysis. And for improvement efforts used the QFD method with the HOQ matrix. Keywords: Customer Satisfaction, Service Quality (Servqual), Importance-Performance Analysis (IPA) Mengukur tingkat kepuasan pelanggan adalah salah satu faktor penting untuk mengatasi persaingan yang meningkat pesat. Dengan mengetahui tingkat kepuasan pelanggan dari layanan yang diberikan, perusahaan dapat melakukan pemetaan peningkatan kualitas layanan. Dengan menggunakan metode integrasi servqual, IPA, dan QFD, penyedia layanan dapat menentukan tingkat kepuasan pelanggan dan secara langsung dapat melakukan perbaikan layanan dengan tingkat kepuasan yang rendah. Penelitian ini dilatarbelakangi dengan adanya keluhan dan komplain pelanggan ketika berkunjung ke restoran BUM Kitchen, belum pernahnya diadakan penelitian kepuasan pelanggan, untuk meningkatkan lagi kepuasan pelanggan. Oleh karena itu dilakukan penelitian menggunakan kuesioner berdasarkan dimensi service quality (SERVQUAL). Dapat diketahui adanya gap disemua atribut dan gap yang terbesar berada pada dimensi tangible (bukti fisik). Hasil yang didapat, diketahui bahwa adanya gap disemua dimensi perlu adanya perbaikan dan yang dijadikan prioritas untuk perbaikan adalah atribut yang berada pada Kuadran A dan C pada analisa IPA. Dan untuk upaya improvement digunakan metode QFD dengan matriks HOQ. Kata Kunci : Kepuasan Pelanggan, Service Quality (Servqual), Importance-Performance Analysis (IPA)
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND. 20 163 |
| Call Number: | ST/16/20/022 |
| NIM/NIDN Creators: | 41616010019 |
| Uncontrolled Keywords: | Kepuasan Pelanggan, Service Quality (Servqual), Importance-Performance Analysis (IPA) |
| Subjects: | 500 Natural Science and Mathematics/Ilmu-ilmu Alam dan Matematika > 510 Mathematics/Matematika > 511 General Principles of Mathematics 500 Natural Science and Mathematics/Ilmu-ilmu Alam dan Matematika > 510 Mathematics/Matematika > 511 General Principles of Mathematics > 511.6 Combinatorial Analysis/Analisa Kombinasi 500 Natural Science and Mathematics/Ilmu-ilmu Alam dan Matematika > 510 Mathematics/Matematika > 515 Analysis, Theory of Functions/Analisis, Teori Fungsi |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | ELMO ALHAFIIDH PUTRATAMA |
| Date Deposited: | 24 Mar 2023 02:06 |
| Last Modified: | 24 Mar 2023 02:06 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/75364 |
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