scholarly journals Pengaruh Faktor-Faktor Pelayanan Terhadap Kepuasan Pelanggan pada Wardah Beauty House

Jurnal PASTI ◽  
2020 ◽  
Vol 14 (1) ◽  
Author(s):  
Selamet Riadi ◽  
Hery Nurmansyah ◽  
Farhan Yuzevan
Keyword(s):  
Quality Function Deployment ◽  
Quality Function ◽  
Voice Of Customer

Penelitian ini dilatarbelakangi oleh adanya komplain pelanggan, belum pernahnya diadakan survey kepuasan pelanggan, dan hasil survey pendahuluan kepuasan pelanggan yang masih dapat ditingkatkan lagi. Oleh karena itu dilakukan survey lanjutan dengan metode kuesioner berdasarkan dimensi SERVQUAL. Kemudian atribut yang gapnya relatif besar dijadikan Voice of Customer pada metode Quality Function Deployment. Hasil yang didapat, diketahui bahwa faktor yang menjadi prioritas untuk perbaikan adalah atribut dari dimensi Tangible, Responsiveness, dan beberapa atribut dari dimensi Assurance. Dan untuk upaya improvement yang prioritas pertama adalah pengikutsertaan Beauty Advisor dalam retraining Service.

Analisis Kualitas Pelayanan Dengan Penerapan Metode Quality Function Deployment Pada Pasien Unit Rawat Jalan Poliklinik Penyakit Dalam Badan Rumah Sakit Umum Daerah �45� Kuningan

2008 ◽  
Vol 4 (08) ◽  
pp. 36
Author(s):  
Lili Karmela Fitriani Karmela Fitriani
Keyword(s):  
Quality Function Deployment ◽  
Technical Characteristic ◽  
Importance Value ◽  
Quality Function ◽  
The Public ◽  
Water Closet ◽  
Degree Of Satisfaction ◽  
Voice Of Customer ◽  
Level Of Importance

AbstrakThe data of year 2006 show that amount of polyclinic patients care unit of BRSUD�45� Kuningan is the most among other polyclinics. The result of observation and interviews tell that the degree of satisfaction got by the patients is in the level(category) of middle (enough) and the degree of importance is in the level of high (important). The purpose of doing this research is to analyze the quality of service to improve the patients satisfaction using Quality Function Deployment method involving 96 respondents. The data were taken from the result of applying quality Function Deployment method in BRSUD�45� Kuningan tells that the attribute owning the highest level of importance is the competence or the skill of the doctors in handling their works while the attribute owning the lowest level is the availability of the public service facilities such as public phones, televisions, and ATM. The attribute that owns the most satisfaction value is the dressy of the officials while the attribute that owns the least satisfaction value is the comfortable, hygiene water closet. The technical characteristic owning relatively the highest importance value is the standard officers� performance; therefore, such attribute gets the highest attentive priority of technical characteristic (technical response)Keywords : QFD, House of Quality, Voice of Customer, Technical Characteristic, Technical Response

Development of E-Saving Glass by Malaysia Overview Using Quality Function Deployment Method for Market Transformation

2015 ◽  
Vol 761 ◽  
pp. 594-598
Author(s):  
Syaiful Rizal Hamid ◽  
Boon Cheong Chew ◽  
Muhammad Azfar Abdullah ◽  
Sarah Halim
Keyword(s):  
Quality Function Deployment ◽  
Market Research ◽  
New Product ◽  
Customer Requirements ◽  
Quality Function ◽  
Factors Analysis ◽  
Market Transformation ◽  
Voice Of Customer ◽  
The Voice ◽  
Qfd Method

This paper discusses the development of E-saving glass (ESG) in Malaysia by using quality function deployment (QFD) method for market transformation. This paper focuses on two objectives, i.e., (i) to investigate the suitability of the ESG in Malaysian market for customer satisfaction, product quality and manufacturer competitiveness by using systematic tools of QFD process, and (ii) the implementation of ESG by looking at factors analysis based on QFD method and Malaysian market transformation. The QFD method is utilised by a multidisciplinary team to translate a set of customer requirements (the “voice of customer” (VOC)), market research and technical benchmarking data into an appropriate number of prioritised engineering targets that could be met by a new product design.

scholarly journals Perancangan Model Kualitas Pelayanan Puskesmas dengan Metode Importance Performance Analysis (IPA) dan Quality Function Deployment (QFD)

2019 ◽  
Vol 5 (2) ◽  
pp. 43-50
Author(s):  
Fuji Rahayu Wilujeng ◽  
Glisina Dwinoor Rembulan
Keyword(s):  
Performance Analysis ◽  
Quality Function Deployment ◽  
Quality Function ◽  
And Performance ◽  
Voice Of Customer

Jumlah Puskesmas di Provinsi DKI Jakarta mengalami peningkatan sejak tahun 2012 sebanyak 288 unit hingga pada tahun 2016 sebanyak 310 unit. Jumlah unit puskesmas yang meningkat tidak serta merta menjadikan pelayanan puskesmas sudah memadai. Penelitian ini bertujuan untuk mengukur faktor-faktor yang berpengaruh terhadap kepuasan konsumen dan untuk memberikan technical respon yang bersumber dari Voice of Customer. Penelitian ini menggunakan metode Importance and Performance Analysis untuk mengetahui faktor-faktor kualitas pelayanan yang berpengaruh terhadap kepuasan konsumen dan metode Quality Function Deployment digunakan untuk memberikan technical respon. Hasil analisis dengan metode Importance and Performance Analysis menunjukkan faktor-faktor yang termasuk  prioritas utama adalah pelayanan terkait pemberian diagnosa yang sesuai oleh dokter di puskesmas, pelayanan terkait respon pihak puskesmas terhadap keluhan (complain) dari pasien, dan atribut pelayanan terkait kesesuaian obat yang diberikan oleh dokter di puskesmas. Peningkatan respon terhadap keluhan pasien merupakan prioritas utama yang harus dilakukan oleh pihak puskesmas untuk meningkatkan kepuasan pasien. Respon teknis dengan urutan prioritas terdepan adalah tenaga medis yang harus memberikan jawaban yang jelas mengenai pengobatan yang dijalani pasien, dan dokter di puskesmas harus lebih teliti dalam memberikan obat yang sesuai dengan penyakit pasien. 

scholarly journals PENGEMBANGAN MODEL QFD BERBASIS FUZZY KANO UNTUK JASA LAYANAN TRANSPORTASI BAGI DISABILITAS

2017 ◽  
Vol 15 (1) ◽  
pp. 21-29
Author(s):  
Prihono Prihono ◽  
Yunia Dwie Nurcahyanie
Keyword(s):  
Quality Function Deployment ◽  
Quality Function ◽  
One Dimensional ◽  
Voice Of Customer

Karakteristik industri jasa dengan industri manufaktur berbeda. Penelitian ini akan mengembangkan model QFD (Quality Function Deployment) dimana akan dikembangkan untuk jasa layanan industri transportasi umum. Untuk menggambarkan implementasi model, akan diuji untuk transportasi bagi penyandang cacat. Hal ini karena setiap warga negara berhak untuk mendapatkan layanan transportasi umum, termasuk penyandang cacat. Penelitian dimulai dengan identifikasi Voice of Customer (VoC) dengan menggunakan metode Kano, yaitu dengan kuesioner fungsional dan disfungsional ke responden. Langkah berikutnya adalah menggunakan metode Fuzzy untuk mengurangi jawaban yang subjektiv dari responden. Setiap atribut kemudian diklasifikasikan ke dalam kategori Kano: must be, one dimensional, attractive, dan indifferent. Untuk merancang sistem layanan, digunakanlah QFD . Berdasarkan hasil analisis QFD, ada sebelas kriteria untuk kebutuhan layanan yang dari VoC dan 21 atribut respon teknik yang digunakan untuk merancang sistem pelayanan. Selain itu, berdasarkan perhitungan VoC untuk bus untuk penumpang cacat, nilai tertinggi adalah atribut keamanan. Untuk itu, diperlukan adanya pusat informasi di halte-halte bus dan terminal-terminal

scholarly journals Strategi Peningkatan Kualitas Produk Lokal ”Teh Sepang”Menggunakan Metode Quality Function Deployment (Qfd) Di Kabupaten Sumbawa

2017 ◽  
Vol 17 (1) ◽  
Author(s):  
Rahmawati, Sumarlin, Junaidi Efendi
Keyword(s):  
Quality Function Deployment ◽  
Performance Level ◽  
Appropriate Technology ◽  
Data Sampling ◽  
Quality Function ◽  
Local Product ◽  
Quality Product ◽  
Voice Of Customer ◽  
Survey Approach

AbstractTeh Sepang’ is a specialdrink of Sumbawanese people which included basic ingredient from Secang(Sepang)tree(CaesalpiniaSappan L). This research was aimed to know: attributes that becomecustomers’ priority to choose the local product that is tehsepang’.Identifiedthe variablesof techniqueproduction had direct influence in improvement the quality of local product tehsepang’. Analysed how far the quality product performance in customer needs’ and satisfaction. The method of this research wasdescriptive method, by using survey approach. This research was conducted in West Alas District, Sumbawa Regency. A technique of data collection was interview VOC (Voice of Customer) trough questioner. Technique of data sampling waspurposive sampling. The data in this research was analysed by using Quality Function Deployment (QFD).Based on the result of analysed Importance to Customer showed that there were 10 first important level from the customers of tehsepang’ that was; 1) The price appropriate with others attributes, 2) Man-power to produce tehsepang’, 3) The ingredients influence the taste, 4) Products’ Information, 5) Place of production, 6) Products’ Image, 7) The ingredients influence aromatic8) Appropriate technology,9) Compatibility ingredients of production, 10) Contents’ protection (its mean that the pack can use to safe the tea). Whilefrom 10 variables of technique production there were three variables which most influencetowardthe product quality increase that was; mix all of the ingredients into tea pouch, packaging into available tea boxes, and sort out the materials. While the highest customers’satisfaction performance at three sub product attributes included herbal tea with customer satisfaction performance level in the amount of 4.17, sub attribute of the new local product customers’ satisfaction performance level in the amount of 4.57 and sub attribute of appropriate technology with customers’ satisfaction performance level in the amount of 3.87. Keywords: Quality Increase, TehSepang’, Importance to Customer, Quality Function Deployment

scholarly journals Natural Dyes Product Design Using Green Quality Function Deployment II Method To Support Batik Sustainable Production

2018 ◽  
Vol 73 ◽  
pp. 04014
Author(s):  
Dyah Ika Rinawati ◽  
Diana Puspita Sari ◽  
Darminto Pujotomo ◽  
Puji Handayani Kasih
Keyword(s):  
Life Cycle ◽  
Environmental Impact ◽  
Life Cycle Cost ◽  
Quality Function Deployment ◽  
Natural Dyes ◽  
Morinda Citrifolia ◽  
Synthetic Dyes ◽  
Quality Function ◽  
The Matrix ◽  
Voice Of Customer

Using synthetic dyes causes bad impact on the environment. But using natural dyes has several problems such as fade, slight colour variations and takes longer time. In order to solve that problems, it is needed to develop instant natural dyes. This study aims to design instant natural dyes to fulfill needs of batik artisans that having minimal environmental impact as well as having minimal cost. This study use green quality function deployment II method. This study involve voice of customer identification, calculation gap, the determination of characteristic of technical, making the house of quality (HOQ), life cycle assessment (formulation of green house & green the matrix), life cycle cost (formulation of cost house, the preparation of cost the matrix) and concept comparison house (CCH). Based on voice of customer, natural dyes that will be developed is red colour. Red natural dyes extracted from root of Morinda citrifolia and Ceriops candolleana. In this research, there are two alternatives of natural dyes namely powders and liquid natural dyes. The result of this study is powder natural dyes selected because of lower environmental impact and user operational cost.

ANALISIS PENGEMBANGAN PRODUK COKELAT PRALINE BUAH NAGA DENGAN MENGGUAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD)

2018 ◽  
Vol 13 (02) ◽  
pp. 1938-1942
Author(s):  
Andi Haslindah ◽  
Andi Haslinah ◽  
Ilfa Zahrani ◽  
Alfira Mutmainah
Keyword(s):  
Quality Function Deployment ◽  
House Of Quality ◽  
Quality Function ◽  
Voice Of Customer

Praline adalah jenis cokelat yang ditambahkan bahan pengisi misalnya kacang-kacangan atau buah-buahan segar. Melihat manfaat dari cokelat dan buah naga, sehingga peneliti tertarik dan memiliki ide untuk membuat cokelat praline buah naga. Namun sebelum usaha ini dikembangkan, terlebih dahulu peneliti melakukan studi Analisis Pengembangan Produk Cokelat Praline Buah Naga Menggunakan Metode Quality Function Deployment (QFD) untuk mengetahui pengembangan dan kualitas produk cokelat praline buah naga pada masyarakat.Penelitian ini bersifat deskriptif dengan analisis kualitatif. Studi kasus dilakukan pada Teaching Industry Unhas. Metode pengumpulan data pada penelitian ini yaitu observasi, wawancara dan menyebarkan kuesioner kepada 100 orang responden yang dianggap sebagai konsumen potensial. Analsis data yang dilakukan yaitu tahap pengumpulan Voice of Customer, tahap penyusunan House of Quality serta tahap analisis dan interpretasi. Hasil yang diperoleh dari penenlitian ini menunjukkan bahwa untuk melakukan pengembangan produk cokelat praline buah naga, terdapat 10 atribut, atribut yang diprioritaskan adalah rasa dengan nilai 5,997 dan bentuk dengan nilai 5,983. Peningkatan kualitas produk yang sesuai dengan keinginan konsumen yaitu adanya 11 parameter teknik, parameter teknik yang diprioritaskan adalah memilih biji kakao dan buah naga yang baik dengan nilai 4,079 dan pembuatan selai buah naga dengan nilai 3,784 sesuai dengan rumah mutu kualitas atau House of Quality (HoQ).

scholarly journals PENERAPAN METODE QUALITY FUNCTION DEPLOYMENT GUNA MENINGKATKAN KUALITAS PELAYANAN JASA PADA KOPERASI AGRONIAGA INDONESIA SYARI’AH

2014 ◽  
Vol 3 (1) ◽  
Author(s):  
Ahmad Yani
Keyword(s):  
Quality Improvement ◽  
Quality Function Deployment ◽  
Direct Evidence ◽  
Quality Of Services ◽  
House Of Quality ◽  
Quality Function ◽  
Precision And Accuracy ◽  
Voice Of Customer

AhmadYaniPT. Visiland Dharma Sarana Jakarta PusatE-mail: [email protected] research objective was to implement QFD (Quality Function Deployment) to improve the qualityof service on Kanindo Shari’ah. Variables consisted of direct evidence, reliability, responsiveness,assurance, empathy. Phase of the QFD were (1) poll (Voice of Customer), (2) analysis with QFD, (3)the preparation of Quality Houses. Respondents were customers on Kanindo Shari’ah, namely 40customers who were collected by using accidental sampling. The results showed that the improvementin the quality of services performed by observing attributes of interest to the customer. Then, thecustomer satisfaction performance attributes were the most satisfying hospitality and good communication.Competitive satisfaction performance attributes satisfied customer was adequate infrastructure.Goal was the most preferred attribute settle by Kanindo Shari’ah. The highest value on ImprovementRatio was the speed, precision and accuracy of serving customers. Sales point showed a stronglevel of sales. Finally, the analysis of the results obtained planning quality improvement services inthe form of House Of Quality (HOQ)Keywords: Quality function deployment, direct evidence, reliability, responsiveness, assurance, empathy,house of quality

scholarly journals Perancangan Produk Kep Potong Rambut Dengan Mempertimbangkan Voice Of Customer Menggunakan Metode Quality Function Deployment

2019 ◽  
Vol 2 (1) ◽  
pp. 46
Author(s):  
Irfan Sulistiawan ◽  
Heribertus Budi Santoso ◽  
Ana Komari
Keyword(s):  
Quality Function Deployment ◽  
Relative Weight ◽  
Development Planning ◽  
Quality Function ◽  
Customer Expectations ◽  
Interview Method ◽  
A Value ◽  
Conducting Research ◽  
Voice Of Customer ◽  
Further Development

In improving service to consumers by conducting research to find out Voice of Customer as a basis for further development planning using the Quality Function Deployment method. The development carried out is a haircut that has a function in accordance with customer expectations on the barbershop. The purpose of this study was to determine customer needs for hair cut kep products and priorities for the design and development of kep products that will be carried out. In this study a sample of 24 people was used, which carried out the interview method and the filling of closed questionnaires to find out what needs were met as a step for product development. From the results of data processing, the highest priority with a value of 23% in the technical response is the addition of functions to the haircut to increase comfort for the user and with the highest relative weight of 13% with the density attribute on the neck as one of the highest expectations of the user.Keyword : Voice Of Customer, Quality Function Deployment, Relative weight Dalam meningkatkan pelayanan terhadap konsumen dengan melakukan penelitian untuk mengetahui Voice Of Customer sebagai dasar untuk perencanaan pengembangan yang lebih lanjut menggunakan metode Quality Function Deployment. Tujuan penelitian ini untuk mengetahui kebutuhan pelanggan terhadap produk kep potong rambut serta prioritas perancangan dan pengembangan produk kep yang akan dilakukan. Dari hasil pengolahan data didapat prioritas terbesar dengan nilai 23% pada technical respon yaitu penambahan fungsi pada kep potong rambut untuk menambah kenyamanan bagi pengguna dan dengan relative weight tertinggi 13% dengan atribut kerapatan pada bagian leher sebagai salah satu harapan tertinggi dari pengguna.Kata Kunci : Pengembangan, Prioritas, Voice Of Customer, Quality Function Deployment

scholarly journals ANALISIS PERBAIKAN KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (STUDI KASUS CAFE XYZ RAWALUMBU)

2020 ◽  
Vol 1 (2) ◽  
pp. 89-100
Author(s):  
Chusnul Chotimah ◽  
Alloysius Vendhi Prasmoro ◽  
Denny Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Quality Function Deployment ◽  
House Of Quality ◽  
Quality Function ◽  
Technical Requirements ◽  
The Matrix ◽  
Fast Food Restaurants ◽  
Voice Of Customer

ABSTRACT Culinary business in Bekasi is growing more and more, both cafes or other fast food restaurants. This encourages entrepreneurs, investors to do culinary business. One of the fast food culinary businesses is the XYZ cafe. This study discusses the analysis of service quality in XYZ cafe about voice of customers to increase customer satisfaction at XYZ cafe. The purpose of this study is to determine the priority scale to increase the customers satisfaction based on the voice of customer and know what technical requirements should be given by cafe XYZ to does what customers need . The method used is the QFD, using the matrix house of quality. The results of this study are 15 Voice OF customer attributes that have also been sorted by priority scale of improvement, with the first priority being the taste of delicious and fresh and there are 8 attributes of technical requirements. Keywords: Service Quality, Voice of Customer, customer satisfaction, Quality Function Deployment (QFD), House of Quality

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