scholarly journals Analysis of Customer Satisfaction in Construction Companies Using QFD Method

2021 ◽  
Vol 0 (1) ◽  
pp. 341
Author(s):  
Dharma Suhada ◽  
Bambang Syairuddin
Keyword(s):  
Customer Satisfaction ◽  
Construction Companies ◽  
Qfd Method

scholarly journals STRATEGI PENINGKATAN KUALITAS PRODUK AYAM GORENG RUMAH MAKAN AYAM GORENG ASLI PRAMBANAN RENON, DENPASAR

2019 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Pandila Diahtaradipa Ganantrya ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quality Function Deployment ◽  
Quality Function ◽  
Good Product ◽  
Level Of Importance ◽  
Qfd Method ◽  
Good Product Quality

Consumer satisfaction in a restaurant can be improved through good product quality in accordance with the wishes and needs of consumers. Improving product quality is an important problem for a restaurant because it is beneficial for restaurants and consumers. The purpose of this study are: (1) to know the attributes of fried chicken that are considered important by consumers in the original Prambanan fried chicken restaurant, (2) to measure the level of importance of the quality of fried chicken products, (3) to measure the level of consumer satisfaction with the quality of fried chicken products and (4) knowing the strategy to improve the quality of fried chicken products. This study uses the Quality Function Deployment (QFD) method. The results of this study indicate that there are 11 attributes of product quality that are considered important by consumers with very important criteria. The biggest value of consumer interest is the attribute of fried chicken taste of 3.78. On the value of consumer satisfaction attributes of fried chicken chili variants have the smallest value of 3.08 with the highest IR of 1.30 need to provide and improve the quality of the product on the attributes of the fried chicken chili sauce. Keywords: fried chicken, product quality, customer satisfaction, quality function deployment (QFD)

scholarly journals Penggunaan Metode QFD Menerjemahkan Suara Konsumen Untuk Pengembangan Lip Product Lavine Beaute

2020 ◽  
Vol 2 (3) ◽  
pp. 257-266
Author(s):  
Shelvy Kurniawan ◽  
Nabila Dian Nahdi
Keyword(s):  
Customer Satisfaction ◽  
Product Development ◽  
Product Quality ◽  
Correlation Matrix ◽  
Quality Function Deployment ◽  
Probability Of Failure ◽  
Relationship Matrix ◽  
Customer Needs ◽  
Technical Assessment ◽  
Qfd Method

This study aims to bridge the literature gap to examine factors that influence customers in buying a beauty product especially product quality.  The type of research used is descriptive. The use of the method in this study is the quality function deployment (QFD) method which has 6 parts namely; customer needs, technical attributes, relationship matrix, technical assessment, correlation matrix, and competitive assessment. The findings of this study are the attributes that meet BPOM standards, ingredients performance, and the probability of failure become one of the attributes that have the highest value on the part of customer needs that can meet customer satisfaction in product development.

scholarly journals Performance Maintenance Analysis Using QFD Method: A Case Study in Fabrication Company in Indonesia

2018 ◽  
Vol 9 (1) ◽  
pp. 25
Author(s):  
Wardah Rizlan ◽  
Humiras Hardi Purba ◽  
Sudiyono Sudiyono
Keyword(s):  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Spare Part ◽  
Management Team ◽  
Technical Requirement ◽  
Total Productive Maintenance ◽  
Quality Function ◽  
And Performance ◽  
Qfd Method

This research aimed to determine the needs and wants of production and management team to improve the machine and performance maintenance. Voice of the Customer (VOC) method was used to capture the needs and wants of production and management team. Meanwhile, the method of Quality Function Deployment (QFD) was used to translate the needs and wants of production and management to the technical requirement that should be done to improve machine and performance maintenance. Moreover, Total Productive Maintenance (TPM) was a part of technical requirement. From the result, it is known that long breakdown machine, huge inventory of spare part, and high cost of maintenance become the first of priority of maintenance team to achieve customer satisfaction. To develop the performance maintenance, the company should standardize the procedure, identify the critical spare part, reduce the time to purchase critical spare part, and increase lifetime of spare part.

scholarly journals Perencanaan Sistem Pendukung Keputusan Untuk Peningkatan Produktivitas

2017 ◽  
Author(s):  
Abdurrozzaq Hasibuan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Water Distribution ◽  
Pure Water ◽  
Construct Development ◽  
Customer Complaint ◽  
Owned Company ◽  
Qfd Method

Clean water in Medan City is provided by PDAM (Government Owned Company). Study of the customer satisfaction is related with choosing the kind of product and service that are needed by the customer. Compiled with the customer hopping will produce the satisfaction and produce the customer loyalty. Service quality in Perusahaan Daerah Air Minum (PDAM) Medan city is felt less satisfaction if compared with the customer hopping.The problem of customer satisfaction will be solved with QFD method (Quality Function Deployment). QFD method is used to construct development of service quality like the customer needed and company ability. The service attributes need interested by PDAM management to improve immediately are : the quality of pure water that distributed, velocity of repair leakage, the faster and perceptive official face the customer complaint, water distribution for customer fast., and the velocity of counter service.

scholarly journals Analisa Kualitas Pelayanan dan Strategi Perusahaan terhadap Kepuasan Pelanggan dengan Metode QFD dan SWOT pada Jasa Pengiriman Barang

2021 ◽  
Vol 5 (6) ◽  
pp. 643
Author(s):  
Bonaventura Andhika W
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Swot Analysis ◽  
Market Penetration ◽  
Delivery Service ◽  
Delivery Services ◽  
The Right ◽  
Consumer Tastes ◽  
Qfd Method

Goods delivery services become the most profitable business opportunities. Facing the reality of the number of goods or services with diverse quality and consumer tastes are easy to change and there are several competitors in this field, resulting in a sharper level of competition. With the growing number of freight services competitors, each delivery service provider such as JNE, TIKI, and Pos Indonesia need to have a special strategy to improve customer satisfaction. This study aims to examine the service quality from each delivery service provider to customer satisfaction through IPA and QFD methods and SWOT analysis to establish the company's strategy in maintaining its position in the market is facing competitors. CSI results obtained for goods delivery services in Jakarta are in the category of quite satisfied but have not reached the maximum satisfaction point. Using the IPA method, researchers found that Pos Indonesia delivery service is one of the delivery services that need to be improved the service quality to be able to survive. Attributes that affect the services and targets that are the priority of Pos Indonesia are based on the QFD method, namely the need for training to employees to be able to improve their service quality. In addition, the right strategic steps to be taken by Pos Indonesia are intensive strategies including market penetration, market development, and service product development to accelerate the company's growth. This strategy is strongly related to the proposed design of strength and opportunity strategies that have been analyzed through SWOT analysis methods. Jasa pelayanan pengiriman barang menjadi salah satu peluang bisnis yang sangat menguntungkan. Menghadapi kenyataan banyaknya barang atau jasa dengan kualitas beragam dan selera konsumen yang mudah berganti serta terdapat beberapa pesaingdibidang ini, mengakibatkan tingkat persaingan semakin tajam. Semakin bertambahnya pesaing-pesaing dari jasa pelayanan pengiriman barang, masing-masing penyedia jasa pengiriman barang seperti JNE, TIKI dan Pos Indonesia perlu memiliki strategi khusus untuk meningkatkan kepuasan pelanggan. Penelitian ini bertujuan untuk mengkaji kualitas pelayanan dari masing-masing penyedia jasa pengiriman barang terhadap kepuasan pelanggannya melalui pendekatan metode IPA dan QFD serta untuk menetapkan strategi perusahaan dalam mempertahankan posisinya dipasar dalam menghadapi pesaing melalui analisa SWOT. Pada penelitian ini, didapatkan hasil CSI untuk jasa pengiriman barang di Jakarta berada dalam kategori cukup puas namun belum mencapai titik kepuasan maksimum. Dalam analisa menggunakan metode IPA, peneliti menemukan bahwa jasa pengiriman Pos Indonesia, merupakan salah satu jasa pengiriman yang perlu ditingkatkan kualitas pelayanannya untuk dapat bertahan. Atribut yang mempengaruhi pelayanan dan target yang menjadi prioritas Pos Indonesia didasarkan pada metode QFD, yaitu perlunya pelatihan kepada karyawan untuk dapat meningkatkan kualitas pelayanannya. Selain itu, langkah strategis yang tepat untuk dilakukan oleh Pos Indonesia yaitu strategi intensif meliputi penetrasi pasar, pengembangan pasar dan pengembangan produk layanan untuk mempercepat pertumbuhan perusahaan. Strategi ini berkaitan sangat kuat dengan rancangan usulan strategi kekuatan dan peluang yang telah dianalisa melalui metode analisa SWOT. 

scholarly journals Penerapan Metode Quality Function Deployment (QFD) yang Terintegrasi Metode Servqual untuk Meningkatkan Kepuasan Konsumen dalam Kualitas Pelayanan di Inaka Coffee

2021 ◽  
Vol 5 (4) ◽  
pp. 1037-1050
Author(s):  
Nadya Putri ◽  
◽  
Totok Pujianto ◽  
Roni Kastaman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Coffee Consumption ◽  
Coffee Shop ◽  
Quality Function ◽  
Improve Service Quality ◽  
The Relationship ◽  
Coffee Shops ◽  
Qfd Method

Inaka Coffee is one of the coffee shops located in Cimahi City. The existence of this coffee shop is becoming a trend as evidenced by the increasing level of coffee consumption in Indonesia. This research aims to determine the service attributes needed and desired by Inaka Coffee’s consumers, to find out the service performance of Inaka Coffee compared to other competitors as well as to find out the service attributes that must be prioritized to improve service quality in fulfilling Inaka Coffee’s customer satisfaction. This is done by implementing the Quality Function Deployment (QFD) method which aims to improve the service quality on aspects deemed less eligible at Inaka Coffee. This Quality Function Deployment (QFD) method is integrated by SERVQUAL. To find out the consumers’ needs, interviews were conducted with 30 respondents regarding the desired attributes while being at the Coffee Shop. In addition, this research involved 120 respondents, namely coffee shop’s consumers in an assessment regarding expectations and realities of the service quality. This research did not only involve consumers as respondents but also involve experts in assessing the needed technical response and the relationship between the provided technical response provided and the desired consumer’s needs. There are 24 main priorities that need improvement seen from the Pareto diagram analysis. This technical response needs to be done in order to reduce the gap between the value of realities and expectations which means it can increase customer satisfaction of the existing service quality.

scholarly journals Usulan Perbaikan Kualitas Layanan Maskapai Penerbangan X Menggunakan Integrasi QFD dan Model Kano

2012 ◽  
Vol 13 (2) ◽  
pp. 142
Author(s):  
Dede Jatmika Prawira ◽  
Muhamad Iqbal ◽  
Amelia Kurniawati
Keyword(s):  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Function Deployment ◽  
High Technology ◽  
Kano Model ◽  
One Dimensional ◽  
Service Excellence ◽  
Qfd Method

Dede Jatmika Prawira , Muhamad Iqbal , DAN Amelia KurniawatiProgram Studi Teknik Industri, Fakultas Rekayasa Industri, Institut Teknologi Telkom, BandungLaman: [email protected] X mengalami isu peningkatan kualitas terkait dengan komplain yang ditujukan pada layanannya. Komplainmengalami peningkatan pada masa liburan dan hari raya terutama pada bulan Januari, Agustus, September, dan Oktober.Perbaikan diperlukan untuk menghasilkan layanan yang lebih baik. Layanan yang baik adalah salah satu aspek pentingbagi kepuasan pelanggan. Kepuasan pelanggan dari maskapai penerbangan X diukur berdasarkan beberapa atribut. Atributkualitas layanan juga dikelompokkan ke dalam kategori must be, one-dimensional, attractive, indifferent, questionable, danreverse. Program peningkatan kualitas dirancang menggunakan metode Quality Function Deployment (QFD) dan modelKano. Hasil penelitian menunjukkan bahwa kepuasan pelanggan pada seluruh atribut belum dapat terpenuhi. Atributpenting yang teridentifikasi berdasarkan pengukuran kepuasan dan kategori Kano adalah ketepatan waktu keberangkatansesuai jadwal (kategori one-dimensional), fasilitas hiburan di pesawat yang menarik (kategori attractive), fasilitas bagasiyang efisien (kategori one-dimensional), makanan di pesawat enak dan berkualitas baik (kategori one-dimensional), danstaf terampil dalam melayani pelanggan (kategori one-dimensional). Rekomendasi penelitian ini adalah pengecekan rutinuntuk mencegah keterlambatan, pemberian kompensasi pada saat terjadi keterlambatan, penerapan program airlinesstaff service excellence, penerapan program cooking class, dan pemberian fasilitas hiburan yang berteknologi dan up todate pada pesawat.Kata kunci: kano, kualitas layanan, layanan penerbangan, QFDAbstractX Airlines is experiencing quality improvement issue related to complaints addressed to their service. Complaints areincreasing in holiday and feast day, especially on January, August, September, and October. Improvement is needed toproduce better service and better sevice is one of the key aspect of customer satisfaction. Customer satisfaction of X Airlineswas measured based on several attributes. The service quality attributes were also grouped into must be, one dimensional,attractive, indifferent, questionable, and reverse category. The quality improvement was designed by using Quality FunctionDeployment (QFD) method and Kano Model. The result showed that customer’s satisfaction in all service quality attributeswere still not being met the requrement. The key attribute indentified on satisfaction measurement and the Kano Categorywere the on time of departure corresponding to the schedule (one dimensional category), the efficient language storagefacilities (one dimensional category), the tasty and good quality of the food (one dimensional category), and skilled staffsin serving the customer avoid tardiness, giving compensation when tardiness happened, conducting airlines staff serviceexcellence program, conducting cooking class program, and providing high technology and up to date entertainmentfacilities on the plane.Key words: kano, service quality, airline service, QFD

Sign in / Sign up

Export Citation Format

Share Document