scholarly journals INTEGRASI METODE SERVICE QUALITY, KANO MODEL DAN QUALITY FUNCTION DEPLOYMENT UNTUK PENINGKATAN KUALITAS PELAYANAN SEKOLAH STAF DAN KOMANDO ANGKATAN LAUT

2016 ◽  
Vol 6 (1) ◽  
Author(s):  
Dudy Hilmansyah
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Action Plan ◽  
Kano Model ◽  
Quality Function ◽  
One Dimensional ◽  
World Class

<p>TNI Angkatan Laut menyelenggarakan pendidikan Sekolah Staf dan Komando (Seskoal) yang juga diikuti oleh Perwira dari Angkatan Laut mancanegara sebagai kegiatan diplomatik pada operasi militer selain perang. Dari keberhasilan yang telah dicapai TNI Angkatan Laut, beberapa Pejabat Strategis Angkatan Laut negara sahabat menyebutkan bahwa TNI Angkatan Laut sudah berkelas dunia. Namun dari pernyataan beberapa Pasis mancanegara yang tengah mengikuti pendidikan reguler Seskoal angkatan ke-53, khususnya mengenai kualitas pelayanan di Seskoal masih terdapat banyak hal yang belum mencerminkan lembaga pendidikan yang berkelas dunia. Komandan Seskoal, bertekad membawa Seskoal kearah yang lebih maju, cerdas dan lebih diakui keberadaannya baik di lingkungan TNI, Nasional dan Internasional. Artikel ini berusaha menjawab beberapa pertanyaan, apa saja atribut pelayanan Seskoal; bagaimana klasifikasi atribut pelayanan di Seskoal; atribut pelayanan apa yang perlu diperbaiki dan ditingkatkan; dan apa yang menjadi usulan prioritas sebagai <em>action plan</em>. Berdasarkan hasil pengamatan, diskusi dan wawancara dengan Pasis mancanegara didapatkan 54 atribut layanan Seskoal. Dari atribut layanan tersebut terdapat 3 atribut yang masuk dalam kategori <em>questionable</em>, 3 atribut masuk kategori <em>reverse</em>, 15 atribut masuk kategori <em>indifferent</em>, 17 atribut masuk kategori <em>attractive</em>, 8 atribut masuk kategori <em>one dimensional</em> dan 8 atribut masuk kategori <em>must be</em>. Berdasarkan hasil studi ini diperoleh 16 atribut layanan dengan prioritas tinggi sebagai usulan perbaikan terhadap atribut tersebut sebagai upaya peningkatan Seskoal dalam rangka mewujudkan visi <em>World Class Navy</em>.</p><p><strong> </strong></p><p><strong>Kata Kunci : </strong><em>service quality, Kano, Quality Function Deployment, </em>Seskoal<em>, World Class Navy</em><em></em></p>

INTEGRASI SERVQUAL DAN MODEL KANO KE DALAM QFD PADA PENGUKURAN KUALITAS PELAYANAN PAKET POS DI PT. POS INDONESIA CABANG BENGKULU

2019 ◽  
Vol 24 (3) ◽  
pp. 262-273
Author(s):  
Fitri Yanti ◽  
Trisna Murni
Keyword(s):  
Quality Function Deployment ◽  
Kano Model ◽  
Quality Function ◽  
One Dimensional ◽  
On Line ◽  
Training Seminar

PT. Pos adalah perusahaan publik pemerintah yang bergerak dalam bisnis informasi, uang, dan layanan pengiriman paket. Adapun tujuan penelitian ini adalah mengetahui kualitas tingkat layanan paket pos di PT. Pos Indonesia Cabang Bengkulu dan mengetahui kriteria apa saja yang harus diperbaiki dan ditingkatkan dengan menggunakan metode SERVQUAL(Kualitas Layanan), Kano Model dan penyebaran kualitas fungsi. Penelitian ini menggunakan metode gabungan, terdiri dari SERVQUAL(Kualitas Layanan), Model Kano, dan Penyebaran Fungsi Kualitas (Quality Function Deployment/QFD). Informasi yang diperlukan diperoleh dari kuesioner yang didistribusikan melalui kuesioner SERVQUAL dan kuesioner kano kepada pelanggan yang pernah mendapatkan layanan perusahaan. Data yang terkumpul kemudian diproses dengan metode kualitas layanan dan dikelompokkan ke dalam kategori kano kemudian penyebaran fungsi kualitas (PFK) sebagai desain perbaikan. Berdasarkan analisa kuesioner dihasilkan bahwa skor gap Kualitas Layanan -1,02, model Kano diperoleh dua atribut yang diklasifikasikan Attractive (A), 11 atribut diklasifikasikan dalam one dimensional (O) dan sembilan atribut diklasifikasikan dalam Must-be (M). Berdasarkan analisis matriks rumah kualitas/PFK diperoleh 11 tanggapan teknis yang perlu dilakukan oleh manajemen kantor pos Indonesia yaitu: Peningkatan kinerja melalui training, seminar dan workshop, peningkatan layanan pada pelanggan, penyempurnaan SOP penerimaan dan pengiriman paket, komputerisasi loket/ titik layanan yang terintegrasi secara on-line, pemanfaatan teknologi kode baris (barcode), pengiriman barang dengan sarana jejak lacak (track and trace), peningkatan kinerja standarisasi waktu tempuh kiriman pos, pengembangan jaringan angkutan, peningkatan pengadopsian sistem ISO pada pelayanan pengiriman paket, standarisasi peralatan dan sistem informasi, perluasan titik layanan dengan pola kerjasama.

scholarly journals Integrating E-SERVQUAL and Kano Model into Quality Function Deployment to Improve Website Service Quality: An Application to University's Website

2016 ◽  
pp. 52-86 ◽  
Author(s):  
Dorie Pandora Kesuma ◽  
Achmad Nizar Hidayanto ◽  
Meyliana ◽  
Kongkiti Phusavat ◽  
Dina Chahyati
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Service Design ◽  
Internet Technology ◽  
Design Framework ◽  
Kano Model ◽  
Quality Function ◽  
The University

Today's internet technology has been utilized in various fields, one of which is to provide services in the field of education. Internet technology in the form of website enables organizations to provide anywhere anytime services to their customers, thus it is expected increasing customers' satisfaction. This research aims to develop a service design framework that can be used to evaluate the quality of website service at the university and formulate solutions for its improvement, by combining E-SERVQUAL, Kano Model, and Quality Function Deployment (QFD). To demonstrate the use of the proposed framework, we conducted a case study in one of the private universities in Palembang, Indonesia. Step by step of the framework usage is discussed, to provide a better understanding of the framework we are proposing.

scholarly journals Usulan Perbaikan Kualitas Layanan Maskapai Penerbangan X Menggunakan Integrasi QFD dan Model Kano

2012 ◽  
Vol 13 (2) ◽  
pp. 142
Author(s):  
Dede Jatmika Prawira ◽  
Muhamad Iqbal ◽  
Amelia Kurniawati
Keyword(s):  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Function Deployment ◽  
High Technology ◽  
Kano Model ◽  
One Dimensional ◽  
Service Excellence ◽  
Qfd Method

Dede Jatmika Prawira , Muhamad Iqbal , DAN Amelia KurniawatiProgram Studi Teknik Industri, Fakultas Rekayasa Industri, Institut Teknologi Telkom, BandungLaman: [email protected] X mengalami isu peningkatan kualitas terkait dengan komplain yang ditujukan pada layanannya. Komplainmengalami peningkatan pada masa liburan dan hari raya terutama pada bulan Januari, Agustus, September, dan Oktober.Perbaikan diperlukan untuk menghasilkan layanan yang lebih baik. Layanan yang baik adalah salah satu aspek pentingbagi kepuasan pelanggan. Kepuasan pelanggan dari maskapai penerbangan X diukur berdasarkan beberapa atribut. Atributkualitas layanan juga dikelompokkan ke dalam kategori must be, one-dimensional, attractive, indifferent, questionable, danreverse. Program peningkatan kualitas dirancang menggunakan metode Quality Function Deployment (QFD) dan modelKano. Hasil penelitian menunjukkan bahwa kepuasan pelanggan pada seluruh atribut belum dapat terpenuhi. Atributpenting yang teridentifikasi berdasarkan pengukuran kepuasan dan kategori Kano adalah ketepatan waktu keberangkatansesuai jadwal (kategori one-dimensional), fasilitas hiburan di pesawat yang menarik (kategori attractive), fasilitas bagasiyang efisien (kategori one-dimensional), makanan di pesawat enak dan berkualitas baik (kategori one-dimensional), danstaf terampil dalam melayani pelanggan (kategori one-dimensional). Rekomendasi penelitian ini adalah pengecekan rutinuntuk mencegah keterlambatan, pemberian kompensasi pada saat terjadi keterlambatan, penerapan program airlinesstaff service excellence, penerapan program cooking class, dan pemberian fasilitas hiburan yang berteknologi dan up todate pada pesawat.Kata kunci: kano, kualitas layanan, layanan penerbangan, QFDAbstractX Airlines is experiencing quality improvement issue related to complaints addressed to their service. Complaints areincreasing in holiday and feast day, especially on January, August, September, and October. Improvement is needed toproduce better service and better sevice is one of the key aspect of customer satisfaction. Customer satisfaction of X Airlineswas measured based on several attributes. The service quality attributes were also grouped into must be, one dimensional,attractive, indifferent, questionable, and reverse category. The quality improvement was designed by using Quality FunctionDeployment (QFD) method and Kano Model. The result showed that customer’s satisfaction in all service quality attributeswere still not being met the requrement. The key attribute indentified on satisfaction measurement and the Kano Categorywere the on time of departure corresponding to the schedule (one dimensional category), the efficient language storagefacilities (one dimensional category), the tasty and good quality of the food (one dimensional category), and skilled staffsin serving the customer avoid tardiness, giving compensation when tardiness happened, conducting airlines staff serviceexcellence program, conducting cooking class program, and providing high technology and up to date entertainmentfacilities on the plane.Key words: kano, service quality, airline service, QFD

scholarly journals Analisis Service Quality di Puskesmas X Surabaya dengan Quality Function Deployment

2018 ◽  
Vol 3 (2) ◽  
pp. 111-126
Author(s):  
Puspandam Katias ◽  
Fuji Rahayu
Keyword(s):  
Health Service ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Community Health Center ◽  
City Government ◽  
Health Service Provider ◽  
Unit Of Analysis ◽  
Quality Function ◽  
Measurement Results ◽  
Perception Gap

Abstract: As a health service provider under the management of the Surabaya City Government, the puskesmas (community health center) which is the unit of analysis is committed to improving and maintaining the services provided to its customers. In this study, the integration of service quality methods is used by measuring the perception gap and expectations of servqual measurement results which then design customer satisfaction performance through quality function deployment, the application of the combination of the two methods is expected to contribute to the improvement of puskesmas performance. The results of the study are expected to be able to objectively find the gap of each dimension of servqual and provide recommendations from the analysis of quality function deployment.

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 Service Quality Improvement by Using the Quality Function Deployment (QFD) Method at the Government General Hospital

2019 ◽  
Vol 1363 ◽  
pp. 012095 ◽  
Author(s):  
Abdurrozzaq Hasibuan ◽  
Luthfi Parinduri ◽  
Oris Krianto Sulaiman ◽  
Abdul Rahman Suleman ◽  
Adek Khadijatul Z Harahap ◽  
...  
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
General Hospital ◽  
Quality Function Deployment ◽  
Quality Function ◽  
The Government ◽  
Qfd Method

Using a Fuzzy Quality Function Deployment Model to Identify Improvement Points in Airport Cargo Terminals

2005 ◽  
Vol 1935 (1) ◽  
pp. 130-140
Author(s):  
Gin-Shuh Liang ◽  
Tzeu-Chen Han ◽  
Tsung-Yu Chou
Keyword(s):  
Quality Assurance ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Management ◽  
Practical Investigations ◽  
Fuzzy Relation ◽  
Quality Function ◽  
Customer Needs ◽  
Fuzzy Relation Matrix ◽  
Fuzzy Quality Function Deployment

The main purpose of this paper is to present a fuzzy quality function deployment model to achieve service quality assurance before implementing service action. First, customer needs with their importance and satisfaction levels acquired from practical investigations are constructed. Then, by combining the experts’ opinions, service management requirements are developed for satisfying the observed customer needs. In addition, a fuzzy relation matrix for linking service management requirements to customer needs is constructed on the basis of cross-functional expertise. The aggregated fuzzy assessments of different service management requirements are also ranked to prioritize and determine their importance. Finally, the Chiang Kai-shek International Airport cargo terminal in Taiwan is used to demonstrate the proposed approach.

Quality Function Deployment in Higher Education

2014 ◽  
Vol 5 (1) ◽  
pp. 1-13 ◽  
Author(s):  
Tinu Agrawal ◽  
Jitendra Sharma
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Quality Measurement ◽  
Service Operations ◽  
Quality Function ◽  
Quality Tool

Quality has always been a key concern for product and service operations. Decades have been spent in research for quality measurement and enhancement techniques. Various models have time and again been proposed by researchers around the globe. Inspite of the constant rigor in the study of this concept, very few tools devised and defined by researchers and academicians have been successfully put to practice. The underlying phenomena in service quality measurement are indeed complex to understand, interpret and measure. Through this paper the authors intend to present the developments of one such quality tool which has the ability to generate creative and novel solutions is Quality Function Deployment (QFD). This paper presents a detailed literature review on the topic and application of QFD in higher education. This literature review is based on publications and web sources.

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