scholarly journals IMPROVING SERVICE QUALITY OF CALL CENTER USING DMAIC METHOD AND SERVICE BLUEPRINT

2018 ◽  
Vol 15 (1) ◽  
Author(s):  
Fino Wahyudi Abdul ◽  
Nining Purwatmini
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Waiting Time ◽  
Call Center ◽  
Sigma Level ◽  
First Time ◽  
The Relationship ◽  
Dmaic Method ◽  
Service Blueprint

AbstractCustomer satisfaction is an important factor to businesses, because it causes customers to constantly return to use the service. Customer satisfaction is also related to the quality of service received by the customer of the companys’ products or services. The problem of OC’s call center service quality happened at the first time a customer contacts the call center where waste of customer’s waiting time is detected. Service quality improvement methods used in the analysis of the waste of customers’ waiting time is the DMAIC and lean approach. Results showed that improvement is seen at the sigma level. The tools used are SIPOC, pareto diagram, CTQ, two proportion test, DOE, p-chart, and minitab-16. Service blueprint analysis is used to analyze and discuss the relationship between service quality improvement using DMAIC in service process, points of contact with customers, and the evidence seen by the customer serviceKeywords: service quality, lean, DMAIC, service blueprint, sigma level

scholarly journals IMPROVING SERVICE QUALITY OF CALL CENTER USING DMAIC METHOD AND SERVICE BLUEPRINT

2018 ◽  
Author(s):  
Fino Wahyudi Abdul
Keyword(s):  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Waiting Time ◽  
Call Center ◽  
Sigma Level ◽  
Software Service ◽  
Service Blueprint

Customer satisfaction is an important factor to businesses, because it causes customers to constantly return to use the service. Customer satisfaction is also related to the quality of service received by the customer of the companys’ products or services. The problem of PT OCI call center service quality happened at the first time a customer contacts the call center where waste of customer’s waiting time is detected. Service quality improvement methods used in the analysis of the waste of customers’ waiting time is the DMAIC and lean approach. Results showed that improvement is seen at the sigma level. The tools used are SIPOC, pareto diagram, CTQ, two proportion test, DOE, p-chart, and minitab software. Service blueprint analysis is used to analyze and discuss the relationship between service quality improvement using DMAIC in service process, points of contact with customers, and the evidence seen by the customer service.

scholarly journals Penerapan Metoda Six Sigma DMAIC untuk Mengurangi Cacat Pakaian 514 (Studi Kasus di CV Jaya Reksa Manggala)

2018 ◽  
Vol 7 (1) ◽  
pp. 31
Author(s):  
Sugih Sudharma Tjandra ◽  
Nixon Setia Utama ◽  
Hanky Fransiscus
Keyword(s):  
Quality Improvement ◽  
Initial Data ◽  
Six Sigma ◽  
Sigma Level ◽  
Control Stage ◽  
Improvement Method ◽  
And Control ◽  
Dmaic Method

<em>CV Jaya Reksa Manggala (JRM) is one of clothing company. With increasing competition in this clothing company, the companies are required to keep improving the quality of clothing products. One of the important things in quality is reduction of product defects. One of the proven methods of  quality improvement is the Six Sigma DMAIC method, which is a continous improvement method that aims to achieve the best quality. One of the products of CV JRM which is still have a lot of defects is 514 products. From the initial data obtained, DPMO value for process I and II for 514 products is 10,768.52 and 27,341.42 with sigma level 3.79 and 3.43. The steps undertaken in this Six Sigma DMAIC method include define, measure, analyze, implementation and control. Several proposed improvements were then made to reduce the problem of these defects and from the data at the control stage, the DPMO values of processes I and II became 2,941.76 and 1,812.69 with sigma levels of 4.25 and 4.41. From this result it can be said that with Six Sigma DMAIC method, there is improvement of quality for product 514 at CV JRM. </em>

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

2015 ◽  
Vol 18 (2) ◽  
pp. 67-75
Author(s):  
Nhan Huu Huynh ◽  
Dung Anh To
Keyword(s):  
Factor Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
External Environment ◽  
Technical Quality ◽  
Quality Model ◽  
Factors Affecting ◽  
Functional Quality ◽  
The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

scholarly journals Service quality of transit and demand-supply forecasting for ride-hailing in the Jakarta Greater Area, Indonesia

2021 ◽  
Author(s):  
Gito Sugiyanto ◽  
◽  
Yanto Yanto ◽  
Aris Wibowo ◽  
Teguh Wiji Astoto ◽  
...  
Keyword(s):  
Service Quality ◽  
Travel Time ◽  
Waiting Time ◽  
Time Travel ◽  
Transportation Services ◽  
Travel Costs ◽  
Research Findings ◽  
Supply Model ◽  
Better Than

The extensive use of smartphones by individuals has led innovators to develop application-based transportation services. Ride-hailing systems have been extensively operated in more than 600 cities worldwide. With the competition between taxis and ride-hailing, the number of fleets must be regulated. Identifying factors that influence the demand of taxi and ride-hailing and how the quality transit service is very important. The aims of this research are to identify the factors that influence demand for taxis and ride-hailing and the service quality of taxis and ride-hailing service. The study identified socio-demographic and trip characteristics from 949 respondents in the Jakarta Greater area, Indonesia. Respondents interviewed about the waiting time, travel time and travel costs for the origin-destination of trips that are most often done using taxi, ride-hailing, and bus. The service quality of ride-hailing and taxi was analyzed based on the respondent’s preferences from an important-performance analysis survey. The forecasting demand of taxi and ride-hailing in the Jakarta Greater area using demand-supply model is 71,660 vehicles. The research findings are that service quality of ride-hailing is better than conventional taxis based on waiting time, travel time and travel cost variable.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

Users’ Satisfaction and Continuous to Use M-health Through Service Quality. The Moderate Effect of Monetary Cost (Preprint)

2021 ◽  
Author(s):  
Samer Al-Shami
Keyword(s):  
Service Quality ◽  
Mediating Effect ◽  
Intention To Use ◽  
Quality Model ◽  
Monetary Cost ◽  
Health Service Quality ◽  
Continuous Use ◽  
The Relationship ◽  
Positive Effect

BACKGROUND Recently, diabetes is a major issue of great concern to many health institutions worldwide. Yet, the application of m-health for diabetes yet to receive adequate attention, especially in developing countries. The Imperial College London Diabetes Centre, 2019 reported that over more than one million persons in the UAE are suffering from diabetes, placing the country at the 15th worldwide for age-adjusted relative pervasiveness. Motivated by the need to curb the increasing trend of diabetics among the people of UAE and realizing the potential of m-health, this paper examines the quality of service system on the continuous intention to use m-health among diabetes users’ in the UAE. This study is one of the few studies that contribute to the theoretical enrichment of information system (IS) success factors that examine the effective factors of quality system service on the satisfaction and continuous intention to use m-health among the diabetes patients in the UAE. Therefore, this paper extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region. OBJECTIVE The aim of this study to identify and examine the relationship between service system quality factors and diabetes satisfaction and continuous intention to use health. This study also aims to measure the moderating effect of monetary cost on the relationship between users' satisfaction and continuous intention to use. METHODS A cross-sectional survey was conducted involving 292 respondents have been conducted. Through a survey analyzed by SmartPls, we find that service quality systems driven by the quality of interaction, system, and information have a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. RESULTS Through a survey analyzed by SmartPls, we find that a service quality system driven by the quality of interaction, system, and information has a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. We also find that monetary cost moderates the relationship between users’ satisfaction and continue to use mhealth. CONCLUSIONS This study extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region.

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