SETYANINGSIH, IKA (2023) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD) PADA PERUSAHAAN PENGADAAN PERALATAN KEBERSIHAN. S1 thesis, Universitas Mercu Buana.
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Abstract
In facing competition, companies must provide good service to customers, as well as PT. Sindoro Setia Tentrem needs to improve services because there are still customer complaints about the services provided, so it is necessary to do research to improve the quality of services provided and it is hoped that there will be a process of continuous improvement of the performance provided from time to time. One of the factors that determine customer satisfaction is the customer's perception of service quality which focuses on five dimensions, namely tangibles, reliability, responsiveness, assurance, and emptiness. This research integrates Service Quality (Servqual) and Quality Function Deployment (QFD) methods. The research was conducted with a sample of 50 respondents. The results of data analysis using the Servqual method that need to be improved are on the Reliability dimension which is shown in Speed and accuracy in delivery with a gap value of -1.14. Whereas in the QFD method, the results of the data analysis obtained from the House Of Quality (HOQ) matrix show the provision of morals with courtesy (10.5), guidance on providing maximum service (13.8), checking the quality of goods periodically (8.4), analyzing the delivery route plan (7.6), planning an inventory management strategy (7.5), providing a complete product (8.3) that needs to be prioritized in planning the customer satisfaction strategy. Keywords: Service Quality, Servqual, QFD Dalam menghadapi persaingan, perusahaan harus memberikan pelayanan yang baik terhadap pelanggan, begitu juga dengan PT. Sindoro Setia Tentrem perlu meningkatkan pelayanan dikarenakan masih terdapat keluhan pelanggan terhadap pelayanan yang diberikan, sehingga perlu dilakukan penelitian untuk meningkatkan kualitas pelayanan yang diberikan dan diharapkan ada suatu proses perbaikan berkelanjutan terhadap kinerja yang diberikan dari waktu ke waktu. Salah satu factor yang menentukan kepuasan pelanggan adalah persepsi pelanggan mengenai kualitas pelayanan yang berfokus pada lima dimensi yaitu tangibles, reliability, Responsivness, Assurance, dan empthy. Penelitian ini mengintegrasikan metode Service Quality (Servqual) dan Quality Function Deployment (QFD). Penelitian dilakukan dengan sample 50 responden. Hasil analisis data menggunakan metode Servqual yang perlu ditingkatkan adalah pada pada dimensi Kehandalan (Reliability) yang ditunjukkan pada Kecepatan dan ketepatan dalam pengiriman dengan nilai gap -1,14. Sedangkan dalam metode QFD, hasil analisis data yang diperoleh dari matriks kualitas rumah/House Of Quality (HOQ) menunjukkan pemberian moral dengan sopan santun(10,5), pengarahan tentang pemberian pelayanan yang makasimal(13,8), mengecek kualitas barang secara berkala (8,4) , menganalisa rencana rute pengiriman (7,6), merencanakan strategi inventory manajemen (7,5), menyediakan produk yang lengkap (8,3) yang perlu diprioritaskan dalam perencanaan dalam strategi kepuasan pelanggan. Kata Kunci : Kualitas Pelayanan, Servqual, QFD
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