PENINGKATAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DENGAN MENGGUNAKAN INTEGRASI METODE SERVICE QUALITY DAN MODEL KANO KE DALAM QUALITY FUNCTION DEPLOYMENT (QFD) (Objek Penelitian WonderWash Laundry)
| Main Author: | Fadhilah, Nur Iffa |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2018
|
| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/42750/1/PENDAHULUAN.pdf http://eprints.umm.ac.id/42750/2/BAB%20I.pdf http://eprints.umm.ac.id/42750/3/BAB%20II.pdf http://eprints.umm.ac.id/42750/4/BAB%20III.pdf http://eprints.umm.ac.id/42750/5/BAB%20IV.pdf http://eprints.umm.ac.id/42750/6/BAB%20V%20.pdf http://eprints.umm.ac.id/42750/7/BAB%20VI.pdf http://eprints.umm.ac.id/42750/8/LAMPIRAN.pdf http://eprints.umm.ac.id/42750/ |
Daftar Isi:
- Wonderwash Laundry is a laundry service and laundry franchise located in Malang, East Java. One way that can be used to excel compared to other laundry businesses is by providing the best quality service to customers so that customer satisfaction increases. However, to fulfill customer desires is not easy because customers have different needs, therefore, using the integration of Servqual and Kano Model into the Quality Function Deployment (QFD) method of laundry management is able to know the value of customer satisfaction and attributes that are priority improvements service quality, and can make service improvements based on HOQ priority rankings. The function of the integration is to clarify the plan to make improvements. This integration is done by utilizing the servqual gap and the Kano Grade Model in determining what QFD elements. The results showed that all service quality attributes have a negative gap value, customer satisfaction is still not fulfilled. Based on the integration of Servqul and Kano, it is known that the criteria that must be prioritized first are attributes that belong to the category of must be that have the largest negative gap value, namely the attribute There is an explanation of the laundry service package provided. QFD is a tool that is used to determine proposed improvements including service guarantees, arrangement of information facilities such as price lists and packages provided, attitude and behavior training for consumers, creating a work system (SOP) and clear job description, adding customer data collection operators and shuttle service, prices consider the price of similar competitors, customer service checks again at the time of service (laundry retrieval).