Peningkatan Kualitas Layanan Konsumen Dengan Metode Servqual Dan Quality Function Deployment

2019 ◽  
Vol 3 (2) ◽  
pp. 60
Author(s):  
Chistofora Desi Kusmindari
Keyword(s):  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Quality Function

Permasalahan dalam penelitian ini adalah bagaimanakah peningkatan kualitas layanan konsumen CV. Sinar Jaya Agung dengan metode servqual dan quality function deployment dengan tujuan untuk mengetahui persepsi konsumen dengan metode servqual, untuk menentukan nilai gap servqual antara persepsi dan harapan konsumen, dan untuk meningkatkan kualitas layanan sesuai dengan kebutuhan dan keinginan konsumen dengan menggunakan metode quality function deployment. Hasil penelitian ini menunjukkan bahwa semakin tinggi nilai customer satisfaction performancemaka semakin tinggi pula tingkat persepsi konsumen terhadap atribut oleh responden, nilai gap servqual diperoleh nilai tertinggi sebesar 0,35 pada atribut karyawan memiliki kompetensi dan profesional dalam melayani pelanggan. Dengan demikian dapat diartikan bahwa kualitas layanan konsumen yang diberikan sudah bisa dikatakan baik. Hasil pengujian quality function deployment menunjukkan bahwa untuk meningkatkan kualitas layanan sesuai dengan kebutuhan dan keinginan konsumen, maka perusahaan harus melakukan beberapa perbaikan, antara lain: lokasi perusahaan harus mudah dijangkau oleh konsumen, penyediaan checklist pembersihan, pemberian pelatihan rutin kepada karyawan, serta service yang baik dari karyawan pada konsumen.

scholarly journals Improving Service of Quality using Quality Function Deployment

2019 ◽  
Vol 4 (2) ◽  
pp. 68
Author(s):  
Ratna Ekasari ◽  
Nurul Aziza ◽  
M Adhi Prasnowo ◽  
Khoirul Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Completion Time ◽  
Quality Function Deployment ◽  
Employee Performance ◽  
Point Of View ◽  
Title Page ◽  
Quality Function ◽  
Services Industry ◽  
Number Of Customers

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>AdiTeknik </span><span>is one of the garages in Sidoarjo, East Java, Indonesia, engaged in repairing services industry tools. This garage recently has problems in attracting customers. Prior studies suggest that one of the things that affect the number of customers is customer satisfaction. After listening to complaints from several consumers, consumers said that they are less satisfied with the quality of the garage. This phenomenon become the trigger for us to investigate the customer satisfaction especially on the </span><span>AdiTeknik </span><span>garage. One method that can be used to help companies to improve the quality according to customer point of view is Quality Function Deployment (QFD). We find that there are twelve attributes of the desires and needs of consumers to improve the quality of garage service of </span><span>AdiTeknik. </span><span>Those are the quality of repair, cleanliness and neatness of the garage, complete facilities for customer, employee performance, repair results in accordance with demand, timeliness of completion, the ability to analyze problems, clarity fees and the completion time, warranty repair results, employee friendliness, ease of contacting a workshop, and a willingness to give feedback. </span></p></div></div></div>

scholarly journals STRATEGI PENINGKATAN KUALITAS PRODUK AYAM GORENG RUMAH MAKAN AYAM GORENG ASLI PRAMBANAN RENON, DENPASAR

2019 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Pandila Diahtaradipa Ganantrya ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quality Function Deployment ◽  
Quality Function ◽  
Good Product ◽  
Level Of Importance ◽  
Qfd Method ◽  
Good Product Quality

Consumer satisfaction in a restaurant can be improved through good product quality in accordance with the wishes and needs of consumers. Improving product quality is an important problem for a restaurant because it is beneficial for restaurants and consumers. The purpose of this study are: (1) to know the attributes of fried chicken that are considered important by consumers in the original Prambanan fried chicken restaurant, (2) to measure the level of importance of the quality of fried chicken products, (3) to measure the level of consumer satisfaction with the quality of fried chicken products and (4) knowing the strategy to improve the quality of fried chicken products. This study uses the Quality Function Deployment (QFD) method. The results of this study indicate that there are 11 attributes of product quality that are considered important by consumers with very important criteria. The biggest value of consumer interest is the attribute of fried chicken taste of 3.78. On the value of consumer satisfaction attributes of fried chicken chili variants have the smallest value of 3.08 with the highest IR of 1.30 need to provide and improve the quality of the product on the attributes of the fried chicken chili sauce. Keywords: fried chicken, product quality, customer satisfaction, quality function deployment (QFD)

scholarly journals PERANCANGAN DAN PENGEMBANGAN MEJA RIAS YANG ERGONOMIS DAN MULTIFUNGSI DENGAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) DI SURABAYA

JUMINTEN ◽  
2020 ◽  
Vol 1 (6) ◽  
pp. 157-169
Author(s):  
Nike Illiyine Pangestuti ◽  
Rusindiyanto Rusindiyanto ◽  
Joumil Aidil Saifudin
Keyword(s):  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Quality Function ◽  
Customer Needs

 Di era kemajuan teknologi, perkembangan produk semakin berkembang dan inovatif. Hal ini juga diterapkan pada perancangan produk furniture yang ditawarkan di pasaran dengan harga yang murah dan desain yang berkualitas. Saat ini para produsen furniture hanya fokus kepada desain perkembangan zaman yang saat ini sedang tren di masyarakat tanpa melihat aspek ergonomi pada produk furniture tersebut. Dengan ruangan yang tidak luas maka produk ini memiliki fungsi yang serbaguna dan kelebihan dalam hal kapasitas sangat tepat digunakan untuk ruangan yang sempit dan terbatas. Quality Function Deployment (QFD) merupakan metode yang digunakan untuk mengetahui keinginan konsumen dengan mengumpulkan customer voices dan customer needs. Dari rancangan meja rias usulan yang ergonomis dan multifungsi ini mempunyai beberapa kelebihan dibanding meja rias awal, selain lebih sesuai ukurannya yang sesuai dengan kebutuhan pengguna, meja rias ini memiliki beberapa fungsi yang tidak dimiliki oleh meja rias awal yaitu sebuah meja rias yang dapat dilipat dan kursi yang dapat dijadikan satu, jadi meja rias ini tidak membutuhkan ukuran yang luas saat tidak digunakan. Meja rias ini juga dilengkapi tempat penyimpanan yang cukup sehingga dapat digunakan lebih maksimal. Nilai mean Importance To Customer meja rias awal 3,46 dan nilai mean Customer Satisfaction Performance 4,5, maka meja rias usulan lebih ergonomis dibandingkan dengan meja rias awal.   Kata Kunci: QFD, Multifungsi, Ergonomis, Perancangan dan Pengembangan.  

Integration of Customer-Product Interaction Into Quality Function Deployment

2016 ◽  
Author(s):  
Anna Martí Bigorra ◽  
Ove Isaksson
Keyword(s):  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Performance Indicator ◽  
Target Population ◽  
Product Development Process ◽  
Quality Function ◽  
Product Usage ◽  
Starting Point ◽  
Design Requirements ◽  
Product Interaction

Customer satisfaction is used by many companies as a key performance indicator and it is strategically important to be able to define design requirements that contribute to customer satisfaction when setting targets. For highly complex products such as vehicles, target setting is an evolving process based on continually changing internal and external requirements. Quality Function Deployment (QFD) is a method that provides a structured approach for incorporating customer needs into the product development process. However, in addition to product targets, product usage proficiency also contributes to customer satisfaction. Customers often do not read manuals; they learn by trying things out and sometimes the use of the product ends up outside the expected acceptable range of the designers, delivering to the customer low product performance. The intention of this article is therefore to gain a deeper understanding of the customer by analyzing customer-product interaction of customer products and integrating it into QFD to identify the most interesting design requirements to improve customer satisfaction when developing products that are comparable to the ones lunched in the market. The proposed method facilitates designer awareness of target population before re-designing an existing product and it helps designers to set a starting point to improve usage proficency for each customer by providing individualized feedback.

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