scholarly journals PELAYANAN RESTORAN DALAM MENCIPTAKAN KEPUASAN PELANGGAN: Studi Pengendalian Mutu di Restoran D’Ayam Crispy Yogyakarta

2018 ◽  
Author(s):  
Repositori Online Pariwisata ◽  
Liea Khusnul Anggika
Keyword(s):  
Quality Control ◽  
Quality Of Service ◽  
Customer Satisfaction ◽  
Production Process ◽  
Product Quality ◽  
Quality Standards ◽  
Public Facilities ◽  
The Stability ◽  
Taking Care

Quality control is a process aimed at maintaining the quality standards of products promised by the company to consumers and to help maintain the performance of the production process in order to always within the limits of tolerable allowance. Each restaurant has a SOP to maintain the quality of service and product quality in order to satisfy and comfort customers. The influence of quality of service is very important in the progress of restaurant business, to create customer satisfaction. In this case the restaurant needs to maintain the stability of service and product quality for customers to grow. D'Ayam Crispy is one of the restaurants that produce processed fried chicken. D'Ayam Crispy needs to maintain the stability of service and product quality as well as care about customer's comfort such as taking care of public facilities provided.

scholarly journals ANALISIS PENGENDALIAN KUALITAS UNTUK MEMINIMASI PRODUK CACAT PADA BAYAM JEPANG

Agrika ◽  
2020 ◽  
Vol 14 (2) ◽  
pp. 94
Author(s):  
Tio Katana Diana Br Keliat ◽  
Hendrik Johannes Nadapdap
Keyword(s):  
Quality Control ◽  
Customer Satisfaction ◽  
Human Factors ◽  
Production Process ◽  
Product Quality ◽  
Business Owners ◽  
Quality Analysis ◽  
Qualitative Descriptive ◽  
Leaf Rot

ABSTRAKBayam Jepang adalah komoditas unggulan yang diproduksi oleh PO. Sayur Organik Merbabu dengan tingkat penjualan tertinggi mencapai 1018 kg/bulan. Salah satu faktor yang perlu diperhatikan dalam proses produksi adalah kualitas produk, karena akan berdampak terhadap kepuasan konsumen. Akan tetapi terdapat kendala dalam proses produksi, yaitu sifat tanaman yang sangat rentan rusak dan patah jika tidak diperlakukan secara tepat. Sehingga perlu dilakukan analisis kualitas terhadap Bayam Jepang untuk menekan tingkat kerusakan. Tujuan penelitian ini adalah mengetahui jenis cacat dan faktor-faktor yang mempengaruhi kualitas Bayam Jepang.  Penelitian ini dilakukan pada 16 Januari sampai 20 Februari 2020 dengan metode deskripstif kualitatif dan menggunakan alat pengendalian mutu seperti lembar periksa, histogram, peta kendali, pareto dan fishbone. Jumlah informan yang digunakan terdiri dari pemilik usaha, tenaga kerja, petani mitra dan distributor. Setelah dilakukan penelitian ditemukan lima jenis cacat yaitu daun cacat, batang patah, daun kuning, tanaman kerdil dan busuk batang atau daun. Persentase cacat yang paling tinggi adalah daun cacat. Faktor-faktor yang mempengaruhi kualitas Bayam Jepang adalah faktor manusia, metode, dan lingkungan yang didukung dengan pembuatan diagram fishbone.ABSTRACTJapanese spinach is a superior commodity produced by PO. Sayur Organik Merbabu with the highest level of sales reach 1018 kg / month. One factor that needs to be considered in production process is product quality, because it will have an impact on customer satisfaction. However, there are obstacles in the production process, namely the nature of plants that are very susceptible to damage and broken if not treated properly. So it is necessary to conduct a quality analysis of Japanese spinach on an ongoing basis to reduce the level of damage. The purpose of this study is to determine the types of defects and factors that affect the quality of Japanese spinach. This research was conducted on January 16 to February 20, 2020 with qualitative descriptive methods and using quality control tools such as check sheets, histograms, control maps, pareto and fishbone. The number of informants used consisted of business owners, workers, partner farmers and distributors. After doing the research, five types of defects were found, namely defective leaves, broken stems, yellow leaves, dwarf plants and stems or leaf rot, with the highest percentage of defects being defective leaves. While the factors that influence the quality of Japanese spinach are found, namely human factors, methods, and the environment supported by making fishbone diagrams.

Perbaikan Kualitas Produk Batu Bata Merah Dengan Metode Six Sigma-Dmaic (Studi Kasus Cv. Ghatan Fatahillah Karawang)

UNISTEK ◽  
2021 ◽  
Vol 8 (1) ◽  
pp. 6-10
Author(s):  
Egar Naufal Ari Satya ◽  
Wahyudin Wahyudin
Keyword(s):  
Quality Control ◽  
Customer Satisfaction ◽  
Six Sigma ◽  
Quality Standards ◽  
Research Results ◽  
Machine Performance ◽  
Fishbone Diagram ◽  
And Control ◽  
Dmaic Method

Abstrak. Dunia industri yang semakin berkembang akan mengakibatkan banyaknya persaingan. Perus-ahaan yang dapat bersaing adalah perusahaan yang dapat menjaga  kualitas produknya dengan baik sehingga dapat memenuhi kepuasan konsumen. Maka dari itu diperlukan pengendalian kualitas. Penelitian ini difokuskan pada penurunan cacat pada produk batu bata merah di CV. Ghatan Fatahillah dengan metode Six Sigma-DMAIC (Define, Measure, Analyze, Improve, dan Control). Dari hasil penelitian didapatkan DPMO sebesar 36.212 dengan nilai sigma 3,29. Jenis cacat yang paling sering terjadi pada batu bata merah yaitu pecah/patah yaitu sebesar 4.327 atau 59,81% dari total keseluruhan produk yang cacat.  Hasil dari tahap analyze dengan fishbone diagram, ditetapkan penyebab dari pecah/cacat, yaitu: pekerja kurang paham standar kualitas, tidak adanya pemeriksaan produk, pekerja kurang paham prosedur kerja, kinerja mesin tidak stabil, pekerja kurang teliti,  jumlah penggilingan tidak menentu, dan komposisi batu bata tidak menentu. Maka perlu dilakukan usulan perbaikan agar dapat mengurangi jumlah produk yang cacat pada batu bata merah. Kata kunci: DMAIC, DPMO, Pengendalian Kualitas, Six Sigma Abstract. The growing industrial world will result in a lot of competition. Companies that can compete are companies that can maintain the quality of their products well so that they can meet customer satisfaction. Therefore, quality control is needed. This research is focused on reducing defects in red brick products at CV. Ghatan Fatahillah with the Six Sigma-DMAIC method (Define, Measure, Analyze, Improve, and Control). From the research results obtained DPMO of 36,212 with a sigma value of 3.29. The type of defect that most often occurs in red bricks is broken / broken, which is 4,327 or 59.81% of the total defective products. The results of the Analyze stage with the fishbone diagram showed that the causes of breakage / defects were determined, namely: workers do not understand quality standards, lack of product inspection, workers do not understand work procedures, unstable machine performance, workers are not careful, the number of mills is erratic, and composition erratic bricks. So it is necessary to make improvement proposals in order to reduce the number of defective products in red bricks. Keywords: DMAIC, DPMO, Quality Control, Six Sigma

scholarly journals PENINGKATAN LOYALITAS NASABAH BANK SYARIAH MELALUI PENINGKATAN KUALITAS LAYANAN DAN KEPUASAN NASABAH DENGAN VARIABEL RELIGIUSITAS SEBAGAI VARIABEL MODERATING (Studi pada Bank Syariah di Kota Semarang)

2017 ◽  
Vol 7 (2) ◽  
pp. 141
Author(s):  
Nurhayati Nurhayati ◽  
Fatmasaris Sukesti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Islamic Banks ◽  
Long Time ◽  
Conventional Banks ◽  
Competitive Rivalry ◽  
Number Of Customers

<em>Competitive rivalry between conventional banks and Islamic banks make Islamic banks should be able to compete with conventional banks in providing good quality of service, product quality and customer satisfaction, thereby increasing the number of customers. Quality of service also can affect customer loyalty directly and indirectly. The quality of service and satisfaction to encourage customers to be loyal to a company's products and services that have an impact on the improvement of market share for a product. Quality of service and customer satisfaction, especially in service companies is very important in retaining customers in a long time. Quality of service and customer satisfaction will determine the performance of the company. Factors religiosity in Indonesia also played in determining and pushing for elections on islamic bank customers because the system for different results offered by the system of interest of conventional banks. These results indicate that the quality of service and level of customer satisfaction and religiosity jointly effect on customer loyalty. Quality of service and customer satisfaction levels also have an effect on customer loyalty which variabels most influence on customer loyalty is the degree of religiosity.</em>

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK DAN PELAYANAN TERDAHAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DI TWISSTERDOG DENPASAR

2018 ◽  
Vol 6 (3) ◽  
pp. 259
Author(s):  
I.G.A Devika Inten A ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Food Presentation ◽  
Satisfaction Level ◽  
Consumer Interest ◽  
Level Of Satisfaction ◽  
Parking Facilities

This study aims to determine the attributes that are considered important by consumers to achieve customer satisfaction, determine the level of performance in Twissterdog, know the level of satisfaction or level of consumer suitability of products and services in Twissterdog, and determine the attributes that need to get priority from the company to achievement of customer satisfaction. This research was conducted in Twissterdog with the sample used was 97 respondents by using purposive and accidental sampling method. Data obtained from the questionnaire distribution were analyzed by Importance Performance Analysis method. The result of research shows that attribute with highest level of customer satisfaction on product quality is clarity of name and logo of company with satisfaction level 222%, attribute with lowest satisfaction level is price match with consumer interest, food presentation and price match with product quality with satisfaction level equal to 80.84%. Attributes with the highest level of customer satisfaction on the quality of service is the hospitality of the waiter and the courtesy of the waiter with a satisfaction level of 218%. Attribute with the lowest level of customer satisfaction on the quality of service is the convenience of café with a satisfaction level of 43%. Attributes that should be prioritized on product quality are price conformity with consumer interest, food presentation and price conformity with product quality. The attributes that must be prioritized on the quality of service is the ease of reaching the location, the cleanliness of the cafe, the availability of parking facilities and the convenience of the cafe. Keywords : Customer satisfaction, Importance Performance Analysis, Twissterdog.

scholarly journals PENGARUH KUALITAS PRODUK DAN PROMOSI TERHADAP KEPUTUSAN PEMBELIAN PELANGGAN PRODUK PT. SAYAP MAS UTAMA

2021 ◽  
Vol 9 (2) ◽  
Author(s):  
Clara Putri Claudy ◽  
Donny Dharmawan
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Analysis Method ◽  
Positive Effect ◽  
Collection Methods

<em>To describe product quality, promotion and customer purchasing decision  products of PT. Sayap Mas Utama, and to analysis the effect of quality products on customer ourchasing decisions PT. Sayap Mas Utama. This study uses data collection methods. Using a questionnaire, the data analysis method used is descriptive analysis, simple liner regression. The result of the study show that promotion positive and significant effect on customer satisfaction  the quality of service has a positive effect and significant to customer satisfaction PT. Sayap Mas Utama.</em>

scholarly journals The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19

2021 ◽  
Vol 2 (1) ◽  
pp. 71-83
Author(s):  
Afriapoll Syafarudin
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Research Survey ◽  
The Stability ◽  
High Level ◽  
Regional Banks

Customer satisfaction is the level of customer satisfaction after comparing the services or products received under what is expected. consumer satisfaction is the feeling of disappointment or pleasure for each individual after comparing the performance of the product that is thought of according to the expected product performance. Customer satisfaction is the goal of every company for the survival of every company. Paying attention to and increasing the level of customer satisfaction is very useful in the world of business competition. Companies with a high level of customer satisfaction tend to be superior to other competitors. Not only improving, but the company must also be able to maintain the stability of customer satisfaction levels to remain high. The function of customer satisfaction is very important in running a service and product business. By paying attention to customer satisfaction, entrepreneurs and business owners can find out about complaints and feedback from customers who receive services or products. From complaints and suggestions, the company can improve and improve the quality of customer service and products offered to compete and outperform competitors. A good company provides a means by which consumers can submit input and complaints so that consumers feel their voice heard. The research survey was conducted on 150 functional units at regional banks in Indonesia. The results showed that product quality affected customer quality and customer quality affected customer loyalty.

C. PENGEMBANGAN PEMASARAN PRODUK, HARGA, PROMOSI, DAN KUALITAS PELAYANAN CUSTOMER BERDAMPAK PADA KEPUASAN PELANGGAN OPTIK TREAY

2020 ◽  
Vol 3 (2) ◽  
pp. 25
Author(s):  
Christien Ellen Chen ◽  
Maria Yotinarsa Ndawung ◽  
Nur Aini ◽  
Kusuma Adi Raharjo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Price Promotion ◽  
Product Price ◽  
Optimal Service ◽  
The Future ◽  
Product Appearance

ABSTRAK   Dunia pemasaran saat ini berkembang begitu pesat. Banyak perusahaan yang bersaing untuk mendapatkan hati konsumennya, salah satunya adalah dengan fokus meningkatkan kepuasana pelanggan. Hal ini yang menjadi salah satu alasan peneliti untuk mengetahui beberapa point yaitu Produk, Harga, Promosi, dan Kualitas Pelayanan yang berdampak terhadap Kepuasan Pelanggan. Dari hasil penelitian yang dilakukan menunjukan bahwa variabel produk yang mengarah kepada kualitas produk maupun tampilan produk yang sesuai keinginan dan kebutuhan konsumen akan berdampak pada kepuasan pelanggan. Variabel harga pada penelitian ini menunjukan bahwa harga akan mempengaruhi kepuasan pelanggan apabila kualitas produk juga mendukung dalam hal ini. Sedangkan promosi pada penelitian ini menunjukan bahwa promosi akan banyak mendatangkan konsumen namun apabila ingin menciptakan sebuah kepuasan maka yang perlu diperhatikan adalah Harga dan Kualitas Produk, karena kebanyakan perusahaan membuat promosi dengan maksud meghabiskan stok tanpa memperhatikan kualitas produk yang akan di distribusikan kepada konsumen. Kemudia kualitas pelayanan pada penelitian ini berdampak terhadap kepuasan pelanggan. Pelayanan yang optimal adalah pelayanan yang membuat konsumen nyaman, aman dan merasa di hargai. Untuk kedepanya perusahaan harus mampu berinovasi dan mengevaluasi segala bentuk masukan dan saran konsumen untuk kemudian hari dikembangkan.   Kata kunci : Produk, Harga, Promosi, Kualitas Pelayanan, Kepuasan Pelanggan     ABSTRACT   Today's marketing world is growing so rapidly. Many companies compete to win the hearts of their customers, one of which is to focus on increasing customer satisfaction. This is one of the reasons for researchers to find out several points, namely Products, Prices, Promotions, and Service Quality which have an impact on Customer Satisfaction. From the results of research conducted shows that the product variables that lead to product quality and product appearance according to consumer wants and needs will have an impact on customer satisfaction. The price variable in this study shows that the price will affect customer satisfaction if the product quality also supports this. While the promotion in this study shows that the promotion will bring in a lot of consumers, but if you want to create a satisfaction, what needs to be considered is the price and quality of the product, because most companies make promotions with the intention of consuming stock without paying attention to the quality of the products that will be distributed to consumers. Then the quality of service in this study has an impact on customer satisfaction. Optimal service is one that makes consumers comfortable, safe and feels valued. For the future, the company must be able to innovate and evaluate all forms of consumer input and suggestions for later development.   Keywords: Product, Price, Promotion, Service Quality, Customer Satisfaction

scholarly journals PENGARUH KUALITAS LAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN NASABAH TABUNGAN PADA KANTOR BANK BRI CABANG DENPASAR RENON

2020 ◽  
Vol 3 (2) ◽  
pp. 64-72
Author(s):  
Ni Ketut Murdani ◽  
Ni Luh Ketut Ayu Sudha Sucandrawati ◽  
I Putu Ardinada
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Research Problems ◽  
Research Gap

This research was conducted based on the gap in research resultsPreviously (research gap) and the different focus of discussion on Service Quality and ProductQuality on Savings Customer Satisfaction at PT. BRI Denpasar Branch Renon. In addition, there are also research problems about not achieving targets at PT. BRI Denpasar Branch Renon .This study aims to examine and analyze the effect of service quality and product quality on satisfaction of savings customers at PT. BRI Denpasar Branch Renon. This research was conducted at PT. BRI Denpasar Branch Renon with a population of 14,250 and the sample of this study amounted to 100 respondents calculated using the Slovin formula All data obtained from the questionnaire distribution are worthy of use, thenanalyzed using SPSS 24.0. The results showed that (1) service quality has a positive and significant effect on customer satisfaction, (2) product quality has a positive and significant effect on customer satisfaction, and (3) service quality and product quality have an effect on customer satisfaction.The implication of this study is that the quality of service can be improvedby observing tangible indicators, reliability, responsiveness, guarantees andcertainty and empathy to increase.

scholarly journals Analisis Kualitas Produk, Kualitas Pelayanan dan Penggunaan Digital Marketing terhadap Tingkat Kepuasan Konsumen pada Humble Espresso Kota Denpasar

2021 ◽  
Vol 9 (2) ◽  
pp. 254
Author(s):  
Nyoman Indra Wiratama ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Digital Marketing ◽  
Satisfaction Level ◽  
Good Communication ◽  
Customer Complaints ◽  
Communication Ability ◽  
Quality Of Products

The purpose of this research is to know the effect of the use of digital marketing conducted by Humble Espresso in Denpasar City. Knowing the attributes of products and services that are considered important by consumers to achieve customer satisfaction with the quality of products and services. Calculating the performance and level of customer satisfaction to the quality of service. Specify the attributes that need to get priority improvements. This study uses the Importance Performance Analysis (IPA) analysis method. Sampling using Slovin and Lemeshow formulation method with the number of respondents as many as 86 respondents at Humble Espresso and 100 respondents for the spread of external questionnaires in Denpasar. The results showed that the influence of digital marketing that has been done by Humble Espresso is customers like the content displayed on Humble Espresso Instagram media in the form of photos, videos, or instastory that has an impact on the increasing customer buying interest. The most important product and service attributes that Humble Espresso has to achieve customer satisfaction is the friendliness of employee attitude with the highest score of 401. Attributes with the highest level of performance in the quality of service is good communication ability by obtaining the highest score of 388, attributes with the highest satisfaction level on the quality of service is modern equipment by obtaining the highest satisfaction level of 101%. Attributes that become the priority of improvement in Humble Espresso based on the analysis of IPA method is a comfortable room, the willingness of employees to respond quickly to customer complaints, the ability of employees to serve customer complaints quickly, the suitability of prices with product quality, and affordable prices. Keyword: digital marketing, product quality, service quality, and customer satisfaction

scholarly journals Analysis of quality control in efforts to reduce the level of product defects at PT. MAG

2020 ◽  
Vol 8 ◽  
pp. 428-436
Author(s):  
Isna Zulfa Azmi ◽  
Oktora Yogi Sari
Keyword(s):  
Quality Control ◽  
Production Process ◽  
Product Quality ◽  
Six Sigma ◽  
Raw Materials ◽  
Analysis Tool ◽  
Factors Affecting ◽  
And Control ◽  
Dmaic Method

The increasing number of bag factories throughout Indonesia that have well-known brands and every manufacturer is required to provide products of good quality. Poor product quality will cause consumers to move to other similar products. So in the production of bags, the thing that must be considered by the company is the quality of its products. In this study the authors aim to analyze quality control in a production process and identify several factors that cause disability in the product, PT. MAG is a bag company that is demanded to control the quality of the production process. This study uses a six sigma analysis tool consisting of five steps, namely using the DMAIC method (Define, Measure, Analyze, Improve, and Control). Based on the results of the study there are three types of disabilities in the production process, including cutting, zippers and broken bag straps with an average sigma value of 2.48 with a DPMO value of 20256.92. Factors affecting the production process are human, machine, environment, equipment, raw materials, and methods. In this case the company can use the Six Sigma method because it is still in the medium category.

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