scholarly journals Strategies to Improve Service Quality With House of Quality at Hotel X Surabaya

2021 ◽  
Vol 6 (1) ◽  
pp. 65-70
Author(s):  
Puspandam Katias ◽  
Ninnasi Muttaqi'in
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Service Providers ◽  
Survey Method ◽  
Distribution Data ◽  
House Of Quality ◽  
Consumer Expectations ◽  
Hotel Service ◽  
The Right ◽  
Improve Service Quality

Service that can satisfy consumers is the main key for service companies to be able to survive and develop their business. Because service is an intangible product, it requires maximum effort for service providers to be able to obtain satisfactory value from consumers. Understanding consumer needs and trying to meet consumer expectations as best as possible is one way to improve service quality. Hotel is one of the service providers in the tourism and business sector, where at this time hotel service is a critical service in its contribution to the tourism business. This research was conducted at a hotel in Surabaya. Surabaya is one of the metropolitan cities in Indonesia, where service providers have been competing fiercely and continue to innovate in providing services. This is also supported by the characteristics of the city of Surabaya as a trading city, so that it always requires complex services to meet consumer expectations. Therefore, it is very important to improve service quality through the formulation of the right strategy. In this research, it will be known what are the priorities of customers in choosing hotels, hotel service conditions, and hotel internal responses. The research method used in this study is divided into several stages, namely: problem identification, questionnaire creation and distribution, data processing, and the preparation of the House of Quality (HoQ). The data collection method used was a survey method with a questionnaire instrument, while the data analysis technique used was the House of Quality Matrix (HoQ) method as a representation of the Quality Function Deployment (QFD) method where the QFD function was to show how the quality attribute efforts would be derived. as an effort to meet customer needs in other words serves to determine what will satisfy customers and translate their customer desires into designed target.

scholarly journals UPAYA PENINGKATAN KUALITAS PELAYANAN PADA UMM MEDICAL CENTER MALANG

2019 ◽  
Vol 8 (1) ◽  
Author(s):  
Ahmad Faris Royhan
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Medical Center ◽  
Quality Service ◽  
House Of Quality ◽  
Quality Function ◽  
Quality Design ◽  
And Behavior ◽  
Improve Service Quality ◽  
Service Attribute

The purpose of the study was to examine service quality, service attribute, and technical response that should be prioritized based on House of Quality design in Medical Center UMM. This study applied Quality Function Deployment method. The results of the study showed that technical response and service attribute should be developed again. The important aspect of technical response was communication and behavior ethics of staffs. They could make 11 technical responses as strategies to improve service quality in Medical Center UMM.

scholarly journals The Role of Service Quality on Subjective Well-Being of Students, With Mediators of Satisfaction and Customer Company Identification

2021 ◽  
Vol 21 (1) ◽  
pp. 43
Author(s):  
Muhamad Singgih Pradipto ◽  
Albari Albari
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Dominant Role ◽  
Well Being ◽  
Survey Method ◽  
Service Users ◽  
Subjective Well Being ◽  
Effective Work ◽  
Company Identification ◽  
The Relationship

The level of service quality is often a shared measure between providers and users of products for transactions. High quality demands by service users can make service providers to implement an effective work culture. For service users, quality can be used as a basis for assessing satisfaction after receiving service. Using certain services can also arouse the customer's self-perception that he is fit to consume the service produced by providers who are committed to quality. High results from quality, satisfaction, and self-identification of users at service providers become the basis for users to conduct subjective well-being evaluations from time to time. The relationship between these variables was disclosed in this study. This study used a survey method, with a population of students who were still actively studying at 6 universities in DIY. A total of 166 students were selected by convenience sampling method to serve as research samples. By using regression analysis and the SPSS program, it can be proven that there is an indirect effect of service quality on subjective well-being. The results showed that satisfaction and customer-company identification have very important roles, because both variables function as mediators of the influence of service quality on subjective well-being, but satisfaction has a more dominant role than customer identification. From the results of this study it is suggested that universities need to pay attention to the closeness of the relationship with their students, but what is more important is to increase their satisfaction with overall services, such as when they are on campus. Keywords-- service quality, satisfaction, customer-company identification, subjective well-being

MANAJEMEN KUALITAS JASA PERAWATAN MOTOR DENGAN METODE SERVQUAL, QUALITY FUNCTION DEPLOYMENT DAN MODEL KANO

2017 ◽  
Vol 11 (1) ◽  
pp. 61
Author(s):  
Risky Ramadhano ◽  
Anjar Priyono
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Performance ◽  
House Of Quality ◽  
Model Quality ◽  
Managerial Implication ◽  
Quality Function ◽  
Kano’S Model ◽  
The Relationship

The objective of this paper is to investigate the attributes of services at a scooter maintenance centreand how to improve the attributes. As many as 40 customers participated in this study to identify theattributes. The instrument was developed through a combination of literature review, interview focusgroup discussion. Unlike many other studies that assume a linear relationship between servicesattributes and customer satisfaction, this study considers the relationship as non-linear. For thisreason, this study does not only use Service Quality (SERVQUAL) Model but also Kano’s Modelwhich was combined with Quality Function Deployment. The analysis demonstrated that there were13 attributes required by customers of which 4, 5 and 4 were categorised as attractive, onedimensional and must-berespectively according to Kano’s Model. Managerial implication and futureresearch recommendation are also presented at the end of the paper.Keywords: Service quality, Kano’s Model, Quality Function Deployment, Service Performance, Voiceof Customer, House of Quality

scholarly journals PENINGKATAN KUALITAS LAYANAN INDIHOME MENGUNAKAN METODE SERVICE QUALITY, QUALITY FUNCTION DEPLOYMENT DAN NET PROMOTERS SCORE DI PT TELKOM AKSES

2021 ◽  
Vol 1 (1) ◽  
pp. 1-9
Author(s):  
Fahmi Fahmi ◽  
Kohar Sulistyadi ◽  
Lisa Ratnasari
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Fiber Optic ◽  
House Of Quality ◽  
Quality Function ◽  
Digital Network

Kualitas produk dan layanan merupakan salah satu kunci sukses dalam persaingan. adanya keterkaitan antara kualitas jasa, kepuasan konsumen, minat membeli dan reputasi di mata konsumen. PT Telkom Indonesia sebagai penyedia layanan tetap (voice dan broadband) dengan merek Indihome melalui anak perusahaan PT Telkom Akses. Layanan internet broadband ini mempunyai peran penting dalam meningkatkan kualitas hidup. Indihome berusaha untuk meningkatkan Kualitas layanan, Untuk itu Indihome memanfaatkan digital network basis teknologi fiber optic, yang membentang dari ujung barat sampai timur Indonesia. Kepuasan pelanggan akan semakin dipenuhi dengan jaringan fiber optic yang mampu menyediakan layanan akses internet dengan kecepatan tinggi dengan koneksi yang lebih stabil dan handal. Penelitian ini menggunakan metode Service Quality dan Quality Function Deployment untuk mememberiakn parameter antara persepsi dan harapan pelanggan serta metode Net Promotor Score untuk memberikan informasi besarnya keinginan pelanggan dalam memakai kembali produk atau jasa yang ditawarkan dan merekomedasikan. Input yang digunakan untuk perhitungan metode Quality Function Deployment dan Net Promotor Score adalah output yang dihasilkan dari metode service quality yang akan menghasilkan atribut penting dari kinerja yang dilakukan dan masih dianggap kurang maksimal untuk menjadi prioritas perbaikan. Berdasarkan hasil penelitian tingkat kepuasan pelanggan terhadap pelayanan indihome kurang memuaskan, dimana dari 24 atribut ada 6 atribut yang kurang memuaskan bagi pelangan sementara 18 atribut lainya belum mencapai target yang diharapkan, selain itu pada penelitian ini didapatkan usulan perbaikan dari kontribusi karakteristik house of quality dan net promoters score dalam rangka meningkatkan kualitas pelayanan Indihome di PT Telkom Akses Jakarta Selatan

DEPLOYING CUSTOMER REQUIREMENTS VIA FOUR-STAGE TEAM APPROACH IN BUSINESS PLANNING

2007 ◽  
Vol 14 (03) ◽  
pp. 263-274 ◽  
Author(s):  
LJUBISA PAPIC
Keyword(s):  
Product Quality ◽  
Traffic Safety ◽  
Quality Function Deployment ◽  
Quality Analysis ◽  
Team Approach ◽  
House Of Quality ◽  
Free Markets ◽  
Quality Function ◽  
The One ◽  
The Right

Expansion of world economy brings changes in the way of thinking which can be seen in customers' demands. This directly influences the increase in demands at designing of a new or modifications of the existing products. Quality Function Deployment is a method directed towards revealing customers' wishes, which guarantees that these wishes have a positive effect on the product design and on the development of manufacturing process. Using and interpreting certain surveys of different types in the right way, additional advantages can be achieved in increasing of competitiveness in free markets. The most significant advantage is the possibility of using those specialists' expressions most often used by potential customers. Another problem of market experts and designers is translation from the "language" of customers to the "language" of quality characteristics. This problem is solved by using quality matrixes called the "house of quality" by Japanese. The "house of quality" is very appropriate and clear form of concise presenting of numerous data which refer to quality analysis, planning and decision making. Basically speaking the method of quality function deployment serves to improve customers' satisfaction with the product quality. What can this method contribute in comparison with already achieved results by using traditional methods in quality improvement? In this way the enterprise gets connected with its customers, and within the enterprise itself communication among different departments is improved so the new product has real chances to satisfy demands and needs of the customers. Taking into account that method of quality function deployment uses customers' demands as input data it means that the enterprise understands customers better and their understanding of product quality. Thus, even in the phase of planning, awareness of what should be done is raised in order to increase the degree of customers' satisfaction. Four-stage quality function deployment process in the automotive industry implemented and presented in the paper. A car represents a very complex product. A great number of parts, diversity of applicable materials, numerous and complex technology processes in manufacturing, on the one side, as well as a lot of demands from developed and less developed markets, on the other hand, make car manufacturing very complex in production, economic, and technological sense. Quality Function Deployment method can be used at designing of a new car, but also at solving of some of the existing problems. When carrying out reliability testing we came to the opening of the engine lid during driving the tested car. Taking into account that it was nonconformity which endangers traffic safety, the analysis of the stated problem was carried outimmediately.

scholarly journals Evaluasi Fasilitas Ruang Tunggu Untuk Peningkatan Kualitas Pelayanan Dengan Pendekatan Mikro Dan Makro Ergonomi Di Stasiun Kereta Api Malang

2020 ◽  
Vol 2 (1) ◽  
pp. 98-102
Author(s):  
Mardiki Supriadi
Keyword(s):  
Service Quality ◽  
Air Temperature ◽  
Service Providers ◽  
Sound Intensity ◽  
Waiting Room ◽  
Railway Station ◽  
Train Station ◽  
Analysis And Design ◽  
Transportation Service ◽  
Improve Service Quality

The train station in Malang is one of the stations under the supervision of PT. Kereta Api Indonesia (Persero), which is engaged in the business of providing land transportation services. The large number of transportation service providers encourage competition between transportation service providers to provide good service to satisfy consumer desires. Service quality and condition of facilities available at railway stations in Malang, especially the waiting room section, still do not meet the Minimum Service Standards for People Transportation by Train based on the Minister of Transportation Regulation No. PM 9 on February 8, 2011. Therefore it is necessary to identify and evaluate the condition of waiting room facilities and the analysis and evaluation carried out to improve service quality with a Micro and macro ergonomics approach. With the Micro Ergonomics approach there will be proposed improvements to overcome work environment problems (air temperature and sound intensity level) in the train station waiting room. With the Ergonomics Macro approach a work system will be redesigned in the train station waiting room section that can be implemented by the train station manager. This study aims to identify, analyze problems and propose improvements to the condition of facilities in the waiting room section with a Micro and macro ergonomics approach to improve service quality at the Railway Station in Malang. This study describes the condition of facilities in the Railway Station waiting room in Malang through a questionnaire distributed to train service users. By knowing these conditions, a measurement of the working environment conditions is carried out on the train station waiting room. Obtained results of air temperature measurements in the waiting room area ranged from 31-35.3oC and the level of sound intensity in the waiting room section ranged from 66.8 to 88.1dB. Then the problem solving using the Macro Ergonomics approach using the MEAD method (Macro Ergonomic Analysis and Design) through ten stages of the process and obtained alternative selection results, namely repairs and procurement of facilities in the waiting room, officer training at the railway station and improvement of culture or passenger habits . From this study, a proposal to improve the waiting room facilities at the railway station in Malang was proposed which could be implemented by the management of PT. Kereta Api Indonesia (Persero) to improve the service quality of the train station.

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

scholarly journals ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Persepsi Konsumen Hotel Golden Tulip Tangerang)

2021 ◽  
Vol 10 (2) ◽  
pp. 159
Author(s):  
Pandji Pratopo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Future Research ◽  
Analysis Tool ◽  
Consumer Expectations ◽  
Positive Effect

<p><em>Hotels are an element of the tourism industry and play a very important role in providing services to tourists. Each hotel tries to improve its facilities and service quality. If consumers enjoy services that are much lower than they expected, consumers will lose interest in these service providers, and the hotel will eventually lose customers. Conversely, if consumers enjoy services higher than their expectations, then consumers will feel satisfied. Based on the research background, the questions that arise in this study are which factors have the most influence on customer satisfaction on the service quality of the Golden Tulip Hotel Tangerang, and what factors have the greatest influence on customer service expectations of the Golden Tulip Hotel Tangerang. The research model developed in this study consists of four dimensions, namely service quality, consumer expectations, and customer satisfaction, with two hypotheses to be tested. The test was carried out using the Structural Equation Modeling (SEM) analysis tool in the LISREL program on 100 respondents who were consumers of the Golden Tulip Hotel Tangerang. The results of data analysis indicate that the two proposed hypotheses are acceptable, and it can be concluded that service quality has a positive effect on customer satisfaction, and consumer expectations have a positive effect on customer satisfaction. This study also links the research results with the theoretical implications and policies of the Golden Tulip Hotel Tangerang management, which are described in the conclusion section. Research limitations and future research agendas can be used as a reference for future researchers.</em></p><p><strong><em>Keywords</em></strong><em>: service quality, customer expectations, customer satisfaction</em></p>

scholarly journals ANALISIS PENGUKURAN KUALITAS PELAYANAN KONSUMEN DENGAN METODE SERVQUAL

2021 ◽  
Vol 16 (2) ◽  
Author(s):  
Dhiana Ekowati ◽  
Arsyad Fadhlur Rahman
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Service Providers ◽  
Clinical Pathology ◽  
Pathology Laboratory ◽  
Laboratory Installation ◽  
Health Institution ◽  
Consumer Expectations

The hospital is a health institution that is engaged in services. The quality of a service will encourage consumers to form strong bonds with the company. If the service received exceeds consumer expectations, service quality is perceived as ideal quality. Conversely, if the service received is lower than expected, the quality of the service is perceived as poor. Thus, whether the quality of service is good or not depends on the ability of service providers to consistently meet consumer expectations. This study aims to measure the service quality of the Clinical Pathology Laboratory Installation of RSUP Sarjito Yogyakarta using the Servqual Method.       The subjects of this study were consumers of the Clinical Pathology Laboratory Installation of the Sarjito Hospital Yogyakarta, while the object of this study was the quality of service for the Clinical Pathology Laboratory Installation of the Sarjito Hospital Yogyakarta. The sample of this research is 99 respondents. The data analysis of this research uses SERVQUAL analysis.       The results of this study indicate that the service quality of the Clinical Pathology Laboratory Dr. Sardjito Yogyakarta provides satisfaction to consumers. Keywoard: Quality of Service, SERVQUAL.

Sign in / Sign up

Export Citation Format

Share Document