scholarly journals Integration of SERVQUAL model with Quality Function Deployment to enhance library’s service quality

2016 ◽  
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Quality Function

scholarly journals Analisis Service Quality di Puskesmas X Surabaya dengan Quality Function Deployment

2018 ◽  
Vol 3 (2) ◽  
pp. 111-126
Author(s):  
Puspandam Katias ◽  
Fuji Rahayu
Keyword(s):  
Health Service ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Community Health Center ◽  
City Government ◽  
Health Service Provider ◽  
Unit Of Analysis ◽  
Quality Function ◽  
Measurement Results ◽  
Perception Gap

Abstract: As a health service provider under the management of the Surabaya City Government, the puskesmas (community health center) which is the unit of analysis is committed to improving and maintaining the services provided to its customers. In this study, the integration of service quality methods is used by measuring the perception gap and expectations of servqual measurement results which then design customer satisfaction performance through quality function deployment, the application of the combination of the two methods is expected to contribute to the improvement of puskesmas performance. The results of the study are expected to be able to objectively find the gap of each dimension of servqual and provide recommendations from the analysis of quality function deployment.

MANAJEMEN KUALITAS JASA PERAWATAN MOTOR DENGAN METODE SERVQUAL, QUALITY FUNCTION DEPLOYMENT DAN MODEL KANO

2017 ◽  
Vol 11 (1) ◽  
pp. 61
Author(s):  
Risky Ramadhano ◽  
Anjar Priyono
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Performance ◽  
House Of Quality ◽  
Model Quality ◽  
Managerial Implication ◽  
Quality Function ◽  
Kano’S Model ◽  
The Relationship

The objective of this paper is to investigate the attributes of services at a scooter maintenance centreand how to improve the attributes. As many as 40 customers participated in this study to identify theattributes. The instrument was developed through a combination of literature review, interview focusgroup discussion. Unlike many other studies that assume a linear relationship between servicesattributes and customer satisfaction, this study considers the relationship as non-linear. For thisreason, this study does not only use Service Quality (SERVQUAL) Model but also Kano’s Modelwhich was combined with Quality Function Deployment. The analysis demonstrated that there were13 attributes required by customers of which 4, 5 and 4 were categorised as attractive, onedimensional and must-berespectively according to Kano’s Model. Managerial implication and futureresearch recommendation are also presented at the end of the paper.Keywords: Service quality, Kano’s Model, Quality Function Deployment, Service Performance, Voiceof Customer, House of Quality

scholarly journals Service Quality Improvement by Using the Quality Function Deployment (QFD) Method at the Government General Hospital

2019 ◽  
Vol 1363 ◽  
pp. 012095 ◽  
Author(s):  
Abdurrozzaq Hasibuan ◽  
Luthfi Parinduri ◽  
Oris Krianto Sulaiman ◽  
Abdul Rahman Suleman ◽  
Adek Khadijatul Z Harahap ◽  
...  
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
General Hospital ◽  
Quality Function Deployment ◽  
Quality Function ◽  
The Government ◽  
Qfd Method

Using a Fuzzy Quality Function Deployment Model to Identify Improvement Points in Airport Cargo Terminals

2005 ◽  
Vol 1935 (1) ◽  
pp. 130-140
Author(s):  
Gin-Shuh Liang ◽  
Tzeu-Chen Han ◽  
Tsung-Yu Chou
Keyword(s):  
Quality Assurance ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Management ◽  
Practical Investigations ◽  
Fuzzy Relation ◽  
Quality Function ◽  
Customer Needs ◽  
Fuzzy Relation Matrix ◽  
Fuzzy Quality Function Deployment

The main purpose of this paper is to present a fuzzy quality function deployment model to achieve service quality assurance before implementing service action. First, customer needs with their importance and satisfaction levels acquired from practical investigations are constructed. Then, by combining the experts’ opinions, service management requirements are developed for satisfying the observed customer needs. In addition, a fuzzy relation matrix for linking service management requirements to customer needs is constructed on the basis of cross-functional expertise. The aggregated fuzzy assessments of different service management requirements are also ranked to prioritize and determine their importance. Finally, the Chiang Kai-shek International Airport cargo terminal in Taiwan is used to demonstrate the proposed approach.

Quality Function Deployment in Higher Education

2014 ◽  
Vol 5 (1) ◽  
pp. 1-13 ◽  
Author(s):  
Tinu Agrawal ◽  
Jitendra Sharma
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Quality Measurement ◽  
Service Operations ◽  
Quality Function ◽  
Quality Tool

Quality has always been a key concern for product and service operations. Decades have been spent in research for quality measurement and enhancement techniques. Various models have time and again been proposed by researchers around the globe. Inspite of the constant rigor in the study of this concept, very few tools devised and defined by researchers and academicians have been successfully put to practice. The underlying phenomena in service quality measurement are indeed complex to understand, interpret and measure. Through this paper the authors intend to present the developments of one such quality tool which has the ability to generate creative and novel solutions is Quality Function Deployment (QFD). This paper presents a detailed literature review on the topic and application of QFD in higher education. This literature review is based on publications and web sources.

A dual quality function deployment approach for benchmarking service quality

2014 ◽  
Vol 26 (5-6) ◽  
pp. 569-582 ◽  
Author(s):  
Hyojin Park ◽  
Youngjung Geum ◽  
Yongtae Park
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Quality Function

scholarly journals PENINGKATAN KUALITAS LAYANAN INDIHOME MENGUNAKAN METODE SERVICE QUALITY, QUALITY FUNCTION DEPLOYMENT DAN NET PROMOTERS SCORE DI PT TELKOM AKSES

2021 ◽  
Vol 1 (1) ◽  
pp. 1-9
Author(s):  
Fahmi Fahmi ◽  
Kohar Sulistyadi ◽  
Lisa Ratnasari
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Fiber Optic ◽  
House Of Quality ◽  
Quality Function ◽  
Digital Network

Kualitas produk dan layanan merupakan salah satu kunci sukses dalam persaingan. adanya keterkaitan antara kualitas jasa, kepuasan konsumen, minat membeli dan reputasi di mata konsumen. PT Telkom Indonesia sebagai penyedia layanan tetap (voice dan broadband) dengan merek Indihome melalui anak perusahaan PT Telkom Akses. Layanan internet broadband ini mempunyai peran penting dalam meningkatkan kualitas hidup. Indihome berusaha untuk meningkatkan Kualitas layanan, Untuk itu Indihome memanfaatkan digital network basis teknologi fiber optic, yang membentang dari ujung barat sampai timur Indonesia. Kepuasan pelanggan akan semakin dipenuhi dengan jaringan fiber optic yang mampu menyediakan layanan akses internet dengan kecepatan tinggi dengan koneksi yang lebih stabil dan handal. Penelitian ini menggunakan metode Service Quality dan Quality Function Deployment untuk mememberiakn parameter antara persepsi dan harapan pelanggan serta metode Net Promotor Score untuk memberikan informasi besarnya keinginan pelanggan dalam memakai kembali produk atau jasa yang ditawarkan dan merekomedasikan. Input yang digunakan untuk perhitungan metode Quality Function Deployment dan Net Promotor Score adalah output yang dihasilkan dari metode service quality yang akan menghasilkan atribut penting dari kinerja yang dilakukan dan masih dianggap kurang maksimal untuk menjadi prioritas perbaikan. Berdasarkan hasil penelitian tingkat kepuasan pelanggan terhadap pelayanan indihome kurang memuaskan, dimana dari 24 atribut ada 6 atribut yang kurang memuaskan bagi pelangan sementara 18 atribut lainya belum mencapai target yang diharapkan, selain itu pada penelitian ini didapatkan usulan perbaikan dari kontribusi karakteristik house of quality dan net promoters score dalam rangka meningkatkan kualitas pelayanan Indihome di PT Telkom Akses Jakarta Selatan

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