scholarly journals Analisis Peningkatan Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Menggunakan Importance Performance Analysis dan Metode Quality Function Deployment

2017 ◽  
Vol 6 (2) ◽  
Author(s):  
Gesit Thabrani ◽  
Firman Firman ◽  
Nia Lailatul Azmi
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Quality Function Deployment ◽  
Employee Empowerment ◽  
Waiting Room ◽  
Quality Function ◽  
Priority Needs ◽  
Analysis Quality ◽  
Service Attribute

Competition increasingly competitive requires every company both manufacturing and services, including RSUD Pariaman to always consider the customer wants and needs and try to meet what they expect. The purpose of this research is to analyze how is the quality of service, a service attribute be the first priority, and recommendations can be given to improve the quality of services RSUD Pariaman. The results showed that 25 of the 26 attributes of service is worth the negative gap with the largest value of -1.21 for the attribute "The hospital has a waiting room, treatment rooms, beds, toilets and adequate sanitation" and “The hospital has enough medicines and adequate medical equipment (such as CT-Scan, MRI, USG, etc)”. Based on analysis of IPA there are 11 attributes included in quadrant A and must be repaired. Recommendations based on the highest priority needs to be done and improved in advance is "Conducting training and employee empowerment" with the highest analytical value 0.1702 or 17.02%. With this recommendation is expected to improve the quality of service in RSUD Pariaman.  Keywords: Service Quality, Importance Performance Analysis, Quality Function Deployment

scholarly journals Strategi Pengembangan Usaha melalui Peningkatan Kualitas Produk Ice Coconut Long Black di Titik Temu Coffee Shop, Seminyak, Badung

2019 ◽  
Vol 7 (4) ◽  
pp. 604
Author(s):  
Dwiki Firmandiri Natakusumah ◽  
A. A. P. Agung Suryawan Wiranatha ◽  
I Ketut Satriawan
Keyword(s):  
Performance Analysis ◽  
Quality Function Deployment ◽  
Survey Method ◽  
Product Price ◽  
Coffee Shop ◽  
Quality Function ◽  
Technical Parameters ◽  
And Performance ◽  
Level Of Importance

This study aims to analyze consumer perceptions of the level of importance and performance of companies related to Ice Coconut Long Black products and to develop appropriate strategies for improving the quality of Ice Coconut Long Black products at Titik Temu Coffee Shop, Seminyak, Badung. This study uses a survey method with the distribution of questionnaires, namely an analysis of the importance and performance of Ice Coconut Long Black products and an analysis of the importance of consumers of Ice Coconut Long Black products and competing products namely Coconut Espresso Martini at Missibu Coffee Shop. These analyze use two methods, namely the Importance Performance Analysis (IPA) method and the Quality Function Deployment (QFD) method. In the analysis of the IPA, there are 3 attributes in the first quadrant of cartesius diagram, which is the top priority. Such product taste, product color and product price. While the value of the total suitability obtained is still below 100%, which is equal to 89,15%, which means that the importance of consumers have not been fulfilled by the performance of the company/product. Whereas QFD produces the priority of increasing product attributes starts from the product’s taste because it gets the highest repair ratio value, while the priority of increasing technical parameters starts from controlling the quality of ice cubes, coconut water and espresso because it gets the highest level of technical importance. Keywords: Importance Performance Analysis, Quality Function Deployment, Ice Coconut Long Black

The effect of role stress, job satisfaction, self-efficacy and nurses’ adaptability on service quality in public hospitals of Wajo

2017 ◽  
Vol 9 (2) ◽  
pp. 184-202 ◽  
Author(s):  
Abdul Rahman Kadir ◽  
Najmi Kamariah ◽  
Ariyanti Saleh ◽  
Ratnawati Ratnawati
Keyword(s):  
Job Satisfaction ◽  
Quality Of Service ◽  
Service Quality ◽  
Role Conflict ◽  
Self Efficacy ◽  
Quality Function Deployment ◽  
Role Ambiguity ◽  
Quality Function ◽  
Content Type

Purpose This study aimed to determine the effect of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability and improvement in service quality by analysis of quality function deployment. Design/methodology/approach This study used a cross-sectional study design. The research sample of 115 nurses and 299 patients was obtained through the use of probability sampling techniques. Data were statistically analyzed using Spearman’s test to see the correlation between independent and dependent variables. Kruskal–Wallis and one-way ANOVA were used to see the differences and quality function deployment analysis was conducted to improve service quality. Findings The study concluded there is influence of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability. There are differences in role ambiguity in the inpatient unit, critical room and the emergency room. Practical implications The quality of service in the hospital can be improved by evaluating the behavior of nurses on the quality of service perceived by the patient. In addition, the necessary improvement of discipline and commitment between physicians and nurses in improving the quality of services at the hospital. Originality/value With this measure, the management of nursing at the hospital can translate patient’s needs into specific plans to produce products and services that bring together the needs of the patient to service quality.

scholarly journals Analysis of Cadets Satisfaction to Medan Aviation Polytechnic Service Using Quality Function Deployment (QFD) Method

SinkrOn ◽  
2020 ◽  
Vol 4 (2) ◽  
pp. 141
Author(s):  
Lisda Juliana Pangaribuan ◽  
Liber Tommy Hutabarat ◽  
Tiara Sylvia
Keyword(s):  
Quality Of Service ◽  
Quality Function Deployment ◽  
Test Validity ◽  
Quality Standards ◽  
Total Sample ◽  
Quality Function ◽  
Higher Education Quality ◽  
Reliability Planning ◽  
Qfd Method

Education is an important factor in the development of science and the technology. Quality of service is an important element in the institution of education for the quality service of education that will produce high-quality graduates as well. The importance of service quality makes it a part of the Higher Education Quality Standards. Cadets Satisfaction to services is a benchmark to find out the quality of service at Medan Aviation Polytechnic. This research aims to determine the level of Cadets satisfaction to Medan Aviation Polytechnic service towards learning management standard services and standards for infrastructure facilities. The results of the study will be used as references in developing quality standards of Medan Aviation Polytechnic. The method used was Quality Function Deployment (QFD) method, with a total sample of 44 people. Analysis of the data is done with test validity, reliability, planning matrices and matrix House of Quality (HOQ). Analysis results shows the level of cadets satisfaction highest is the dimension Realibility to value the satisfaction of 4.01 followed by the dimensions of Assurance with the value of the satisfaction of 3.98, then the dimension Empaty to value the satisfaction of 3.97 and then at Responsivness dimension with satisfaction value 3.95 and the last is Tangibility dimension with satisfaction value 3.92.

Pelayanan Kargo Udara di Terminal Kargo Domestik Bandar Udara Soekarno-Hatta

WARTA ARDHIA ◽  
2013 ◽  
Vol 39 (2) ◽  
pp. 99-112
Author(s):  
Sitti Subekti
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Air Cargo ◽  
Business Services ◽  
Satisfaction Index ◽  
Missing Items ◽  
On Time Delivery ◽  
Service Attribute

The compliance of users expectations on services air cargo is an important thing for organizations to face the competition of business services. Air cargo services in this study were measured with the dimensions of SERVQUAL model. Dimensions of quality that is used consist of the dimensions of reliability, responsiveness, assurance, empathy and tangible which covers 15 attributes of service. Service attribute is used to assess the quality of service warehouse operator PT Garuda Indonesia and PT Gapura Angkasa on domestic cargo terminal Soekarno-Hatta Airport. The research sample consisted of 46 service quality in the warehouse operator PT Garuda Indonesia Cargo and 33 in PT Gapura Angkasa. Service attributes were analyzed by Importance Performance Analysis. The most importances of services attributes consist of on-time delivery capabilities, delivering a record / document without errors, communication with customers and time coordination, the service immediately / quickly for customers, compensation for damages or missing items and the clarity and completeness of the operational procedures. Increased air cargo services and customer satisfaction index in the domestic cargo terminal can be done with corrective measures on the attributes of service that is located in quadrant one. Pemenuhan harapan pengguna kargo terhadap pelayanan kargo udara merupakan hal penting bagi organisasi jasa untuk menghadapi persaingan bisnis. Pelayanan kargo udara dalam penelitian ini diukur dengan dimensi model Servqual. Dimensi kualitas yang digunakan terdiri dari dimensi reliabilitas, daya tanggap, jaminan, empati dan bukti fisik yang meliputi 15 atribut jasa.Atribut jasa tersebut digunakan untuk menilai kualitas pelayanan warehouse operator PT Garuda Indonesia Cargo dan PT Gapura Angkasa pada terminal kargo Domestik Bandar Udara Soekarno-Hatta.Sampel penelitian kualitas pelayanan terdiri dari 46 pada warehouse operator PT Garuda Indonesia Cargo dan 33 pada PT Gapura Angkasa.Atribut jasa dianalisis dengan Importance Performance Analysis.Atribut jasa penting terdiri dari kemampuan pengiriman tepat waktu, menyampaikan catatan/dokumen tanpa kesalahan, komunikasi dengan pelanggan dan mengkoordnasi waktu, layanan yang segera/cepat bagi pelanggan, kompensasi untuk kerusakan atau barang hilang dan kejelasan dan kelengkapan prosedur operasional.Peningkatan pelayanan kargo udara dan indeks kepuasan pengguna di terminal kargo domestik dapat dilakukan dengan langkah perbaikan pada atribut jasa yang terletak pada kuadran satu.

STUDI ATAS PELAYANAN CLIENT COORDINATOR PADA KANTOR PELAYANAN UTAMA BEA DAN CUKAI TIPE A TANJUNG PRIOK DENGAN MENGGUNAKAN SERVQUAL, MODEL KANO DAN QUALITY FUNCTION DEPLOYMENT

INFO ARTHA ◽  
2017 ◽  
Vol 5 ◽  
pp. 35-54
Author(s):  
Guruh Supenget ◽  
Nur Aisyah Kustiani
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Public Services ◽  
House Of Quality ◽  
Kano Model ◽  
Quality Function ◽  
Customer Expectations

This study aims to determine the quality, the importance of service attributes and the appropriate effort to improve the quality of public services provided by the Client Coordinator at the Direktorat Jenderal Bea dan Cukai. This study uses SERVQUAL questionnaire, Kano Model and Quality Function Deployment. SERVQUAL questionnaire is used to assess customer satisfaction (quality of service) by comparing customer expectations and the actual quality of service received by the customer. KANO model is used to determine which service attributes are important based on the perception of the customer. Moreover, the important service attributes identified by customer is analyzed in the house of quality (Quality Function Deployment method) to determine appropriate effort by government. A blend of these methods can be replicated in other efforts to improve public services so that the improvement will match with the needs of customers (community). 

Implementation of quality function deployment to identify priority needs of customers and health providers of child-friendly community health centre

2017 ◽  
pp. 12
Author(s):  
N.N. Ariani ◽  
N.M. Sri Nopiyani ◽  
I.P. Ganda Wijaya
Keyword(s):  
Quality Of Service ◽  
Community Health ◽  
Quality Function Deployment ◽  
Health Centre ◽  
Community Health Centre ◽  
Health Staff ◽  
House Of Quality ◽  
Child Friendly ◽  
Priority Needs

Background and purpose: The efforts to increase quality of service is critical in public services. Service providers should be able to identify customer needs and expectations. As one of health provider, community health centre are required to develop mechanisms for identifying needs of customers and staff. Needs assessment of clients and staff at Blahbatuh II Health Centre is never been conducted. This study aims to identify priority needs of customer and staff to improve the quality of service at Blahbatuh II Health Centre.Methods: A quantitative study was conducted at Blahbatuh II Health Centre. Data was collected through interviews guided by a structured questionnaire. A total of 97 customers were consecutively selected and were interviewed. Eight staff of child-friendly community health centres were purposively recruited. Data was analysed using quality function deployment method and presented in the House of Quality (HoQ) matrix.Results: There were 16 and 13 expectations from customers and staff respectively. The house of quality matrix showed that respondents ranked several expectations as the most important that include friendly staff, quick and on-time services, and effective treatment. Health staff on the other hand expected the centre to implement performance-based reward system, to provide training program and to follow the standard operating procedures.Conclusions: Expectations from customers and health staff are different. In order to meet these expectations, health centre should design and implement a quality improvement program to address these diverse quality issues.

scholarly journals A Servqual and Quality Function Deployment (QFD) Approach in Measuring Total Quality Management at Private Universities in Pekanbaru, Riau, Indonesia

2019 ◽  
Vol 6 (1) ◽  
pp. 1-4
Author(s):  
Zulfadli Hamzah ◽  
Astri Ayu Purwati ◽  
Muhammad Luthfi Hamzah
Keyword(s):  
Quality Function Deployment ◽  
Gap Analysis ◽  
Academic Staff ◽  
Private Universities ◽  
Sampling Technique ◽  
Education Institution ◽  
Total Quality ◽  
Quality Function ◽  
Priority Needs

In free trade era, particularly in AEC leading to the education institution should prepare to compete freely in generating graduates who are able to compete in ASEAN’s labour market. Therefore, the purpose of this research is to determine the service quality of private universities in Pekanbaru, Riau, based on student’s perspective using SERVQUAL and Quality Function Deployment (QFD) approaches. Sampling method employed in this reserach was random sampling technique in four (4) private universities in Pekanbaru. Data was analysed using SERVQUAL gap analysis and QFD. The result shows that there were four (4) customer requirements which will be the priority to be handled by the universities, there are 1. Inquiries, requests and claims of students are handled and resolved timely and promptly, 2. Readiness of academic staffs to serve students and can be contacted easily, 3. Academic staff pays special attention and provides help to students in resolving their problems, 4. Teaching materials are available and up-to-date. From the QFD Matrix, the most technical priority needs to be improved by the universities is Academic staff’s training and development.

scholarly journals PENERAPAN MODEL INTEGRASI FUZZY SERVQUAL-IPA-QFD DALAM ANALISIS KUALITAS LAYANAN STASIUN GAMBIR

2021 ◽  
Vol 5 (1) ◽  
pp. 181
Author(s):  
Ronald Sukwadi ◽  
Priskilla Putri Josua ◽  
Hendy Tannady
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Public Transportation ◽  
Quality Function Deployment ◽  
Railway Station ◽  
Quality Function ◽  
Transportation Service ◽  
To Receive ◽  
Central Station

Public transportation has been regarded as one of the most sustainable forms of transport in Indonesia. Indonesian Railways serves as one of choice transportation mode and the biggest transportation service company. Gambir Central Station is the busiest railway platform where large number of people spend considerable amount of time, while waiting to board a train, alighting from a train, to receive/ send off a passenger, or to buy a ticket. The passengers must have a satisfactory experience of the amenities available at platforms, irrespective of their duration or purpose of stay at a railway station. This study aims to assess the satisfaction level of the passengers and to improve the existing service quality of the station. The integrated model of fuzzy SERVQUAL, IPA and QFD is applied in this study. The fuzzy SERVQUAL is used to assess the level of passengers’ satisfaction. Furthermore, the Importance Performance Analysis (IPA) method is used to find out the attributes that must be improved. The Quality Function Deployment (QFD) method is used to determine the appropriate efforts/strategies to improve those attributes. To meet the passengers’ needs, Gambir Central Station should install a hygiene signboard, conduct training of officers, and add greening areas. Keywords: Service quality, Fuzzy SERVQUAL, IPA, QFD, Railway station AbstrakAngkutan umum telah dianggap sebagai salah satu bentuk transportasi paling berkelanjutan di Indonesia. Kereta Api Indonesia menjadi salah satu moda transportasi pilihan dan perusahaan transportasi terbesar. Stasiun Gambir adalah stasiun tersibuk di mana banyak orang menghabiskan banyak waktu, menunggu untuk naik kereta, turun dari kereta, keluar/masuk penumpang, atau membeli tiket. Penumpang harus memiliki pengalaman yang memuaskan tentang fasilitas yang tersedia di stasiun, terlepas dari durasi atau tujuan mereka tinggal di stasiun kereta api. Penelitian ini bertujuan untuk menilai tingkat kepuasan penumpang dan meningkatkan kualitas pelayanan stasiun yang ada. Model terintegrasi fuzzy SERVQUAL, IPA dan QFD diterapkan dalam penelitian ini. Fuzzy SERVQUAL digunakan untuk menilai tingkat kepuasan penumpang. Selanjutnya, Importance Performance Analysis (IPA) digunakan untuk mengetahui atribut-atribut yang harus ditingkatkan. Metode Quality Function Deployment (QFD) digunakan untuk menentukan upaya/strategi yang tepat untuk memperbaiki atribut tersebut. Untuk memenuhi kebutuhan penumpang, Stasiun Gambir harus memasang papan tanda kebersihan, melakukan pelatihan petugas stasiun, dan melakukan penambahan area penghijauan.

scholarly journals ANALYSIS OF PUBLIC TRANSPORT USERS’ SATISFACTION USING QUALITY FUNCTION DEPLOYMENT: BELGRADE CASE STUDY

Transport ◽  
2018 ◽  
Vol 33 (3) ◽  
pp. 609-618 ◽  
Author(s):  
Stanko Bajčetić ◽  
Slaven Tica ◽  
Predrag Živanović ◽  
Branko Milovanović ◽  
Andrea Đorojević
Keyword(s):  
Quality Of Service ◽  
Transport System ◽  
Public Transport ◽  
Quality Function Deployment ◽  
Relative Importance ◽  
Passenger Transport ◽  
Quality Function ◽  
Qfd Method

This paper presents a case study using Quality Function Deployment (QFD) method to identify urban public transport users’ needs and requests and to improve service quality in urban public passenger transport in Belgrade. In order to determine users’ satisfaction, a direct interview – survey a sample of 15000 of urban public passenger transport system users, according to the defined questionnaire has been performed. Results of these interviews are used as input in the first stage of QFD method. An overall unit of eight features and a total of 48 sub-features were defined, which describes all aspects of quality of system and services in urban public passenger transport. The results show that for maximizing effects of quality of service improvement and satisfying customers’ requirements, the public transport service providers and managers in Belgrade should focus primarily on the service reliability and vehicle elements. The two most important quality of service sub-features in urban public passenger transport system in Belgrade based on frequency of statements of users was regularity with 4896 (32.64%) and vehicle comfort (not crowded vehicles) with 3446 (22.97%) statements. Based on the service features analysis within the house of quality, it was defined that the biggest influence is generated through system functioning parameters (reliability): frequency with relative importance 22.0%, staff (drivers) with relative importance 14.0% and headway with relative importance 13.0%. Based on absolute importance the greatest importance should be assigned to vehicle frequency – rank 1, staff (drivers) – rank 2 and headway – rank 3.

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