scholarly journals Applying the Quality Function Deployment Method to Tourism’s Industry Analysis

2020 ◽  
Vol 17 ◽  
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Gap Analysis ◽  
Service Industry ◽  
Quality Function ◽  
Travel Planning ◽  
Quality Technology ◽  
And Performance ◽  
Unique Style ◽  
The Impact

Tourism has become a leading modern service industry. Unfortunately, there are few studies focusing on consumers' perception and acceptance as well as the impact of service quality on tourism consulting. Besides, there has been no investigation of this industry service using two-dimensional gaps, along with importance and performance analysis along with quality function. This study applied the PZB service quality gap model to extend SERVQUAL to design a questionnaire. Through service quality gap analysis and IPA model presentation, it was found there are five projects in the fourth aspect, and priority should be given to the improving "travel planning", "agent's responsibility", "agent's executive ability", "unique style" and "professional travel host". In the hierarchical analysis, the weights of "agent's responsibility" and "unique style" were 0.34 and 0.3, respectively. In the quality house section, interviewers explored the correlation between quality technology execution projects and customers' needs, and obtained absolute weights. They found that "skill knowledge" and "creative idea" were above 4.0, while the "original knowledge" had the lowest absolute weight. Finally, this study provides implementation methods for assessing resource utilization and improving service quality, to enhance the competitiveness of tourism agent entrepreneurs.

scholarly journals Determining the Role of Hotel Attributes in Building Customer Loyalty Using Importance–Performance Analysis: A Study in the Context of Tourist Nationalities

2021 ◽  
Vol 12 (22) ◽  
pp. 105-130
Author(s):  
Engin Üngüren ◽  
Salih Tellioglu ◽  
Nazlı Türker
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Gap Analysis ◽  
Factors Affecting ◽  
Hotel Service ◽  
And Performance ◽  
Performance Perceptions ◽  
The Impact

Identifying the importance and satisfaction of hotel attributes in the eyes of tourists and their role in building customer loyalty is critical for improving the service quality. Therefore, in our study, customers' importance and performance perceptions regarding the services offered by accommodation businesses were examined in terms of customers’ nationalities. Our research has two main objectives.  The first objective is to determine the importance and performance perceptions of the services provided by the hotels according to the nationalities of the customers using the using importance-performance analysis (IPA) model and to compare the perceptions of importance-performance according to nationality. The second aim is to determine the effect of satisfaction perceptions regarding hotel services on customer loyalty according to customer nationality. The research was designed as a survey-based quantitative research methodology. Convenience sampling was used, which is a non-random sampling method. Data were obtained from 1153 German, Russian, and Turkish tourists accommodating in five-star hotels in Alanya, Turkey. A gap analysis was conducted using pairwise t-tests to evaluate whether the importance and performance perceptions of the participants differed. IPA was conducted with attributes being graphically displayed on the I-P grids. The impact of hotel service satisfaction on customer loyalty was investigated using regression analysis. The research findings reveal that customers' performance perceptions and services attach importance to differ significantly by nationality. And also, it was concluded that satisfaction with the services provided in accommodation businesses has a significant effect on customer loyalty and that this effect differs in customer groups. Determining satisfaction factors affecting customer loyalty according to customer characteristics make a significant contribution to service quality improvement. In this context, the research results provide practical and theoretical contributions to how customer satisfaction and customer loyalty can be improved according to market groups.

scholarly journals PENINGKATAN KUALITAS PELATIHAN DI TRAINING CENTRE MELALUI INTEGRASI METODE SERVICE QUALITY (SERQUAL) DAN QUALITY FUNCTION DEPLOYMENT (QFD) Study Kasus pada PT. XYZ

2017 ◽  
Vol 11 (3) ◽  
pp. 167
Author(s):  
Puri Ayu Margareta ◽  
Hana Catur Wahyuni
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Service Industry ◽  
Service Industries ◽  
Training Centre ◽  
Quality Function ◽  
A Value ◽  
A Priority ◽  
Priority Needs ◽  
Training Skill

Adanya peningkatan persaingan dalam industri jasa menyebabkan industri jasa berlomba-lomba dalam meningkatkan kualitas layanan untuk kepuasan kepada konsumennya. Secara sederhana, kepuasan adalah perasaan seseorang dimana persepsinya terhadap suatu produk atau jasa tertentu  telah sesuai dengan harapannya. Jika persepsi terhadap suatu produk atau jasa tadi melebihi apa yang diharapkan tentu saja konsumen puas akan tetapi jika sebaliknya, konsumen akan merasa tidak puas.Training Centre merupakan tempat pelatihan skilldi sebuah perusahaan sepatu. Dan untuk menganalisa dan meningkatkan kepuasan karyawan dalam pelatihan tersebut, serta memberikan usulan perbaikan atribut dan respon teknis pelayanan maka dapat menggunakan metode integrasi Service Quality dan Quality Function Deployment Berdasarkan rumah kualitas dan analisanya didapatkan kualitas layanan Training Centre masih kurang memuaskan jika dibandingkan dengan apa yang diharapkan oleh karyawan. Sesuai analisa prioritas kebutuhan pelanggan berdasarkan nilai raw weight, nilai kepentingan, maka diketahui atribut-atribut yang perlu diperhatikan berdasarkan 3 ( tiga ) prioritas utama adalah Kondisi mesin untuk latihan skill baik dengan nilai prioritas raw weight (8,932), Jumlah mesin memadai dalam pelatihan dengan nilai prioritas raw weight ( 8,886 ), Kesigapan seluruh trainermembantu trainee setiap waktu  dengan nilai prioritas raw weight ( 7,937 ). Prioritas pelayanan yang membutuhkan perhatian lebih dari pihak perusahaan untuk segera diperbaiki berdasarkan 3 ( tiga ) prioritas respon teknis adalah Melakukan pengawasan keseluruhan pelatihan dengan nilai ( 0,184 ), Meningkatkan keahlian trainer dalam program pelatihan dengan nilai (0,137), Penambahan fasilitas-fasilitas dengan nilai ( 0,129 ).   ABSTRACT There is an increasing competition in service industries, causing the service industry are competing in improving service quality to satisfaction to customers. In simple terms, satisfaction is a feeling or state of a person in which perceptions of a particular product or service in accordance with expectations. If the perception of a product or service was beyond what was expected of course, consumers are satisfied but if otherwise, consumers will feel dissatisfied.Training Centre is venue training skill in the shoe company. To analyse and improve employee satisfaction in the training , then provide technical service and response attributes, then using integration methods Servqual and Quality Function Deployment.Based on the analysis found the house of quality and service quality Training Centre still less satisfactory when compared with what is expected by its employee. Appropriate analysis of the priority needs of the customer based on raw weight value, the value of the interest, then unknown attributes to be considered on the terms of 3 (three) top priority is condition of machines is good a priority value raw weight (8.932), a sufficient number of machine with a priority value raw weight (8.886), alacrity all trainer in helping trainees every time with a priority value raw weight (7.937). Priority services desperately need more attention from the company to immediately repaired by 3 (three) priority technical response is to supervise the overall training with the value (0.184), improve skills trainers in the training program with the value (0.137), additional facilities with a value of ( 0.129). 

scholarly journals INTEGRATING FUZZY-SERVQUALINTO IMPORTANCE PERFORMANCE ANALYSIS AND QUALITY FUNCTION DEPLOYMENT FOR IMPROVE KSP KUSUMA ARTHA LESTARI SERVICE QUALITY

2017 ◽  
Vol 1 (3) ◽  
Author(s):  
Ely Wijayanti ◽  
Sunday Noya
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Customer Service ◽  
Financial Services ◽  
Quality Function Deployment ◽  
Gap Analysis ◽  
Quality Function ◽  
Consumer Complaints ◽  
Consumer Expectations ◽  
Branch Office

KSP KusumaArtha Lestari (KAL) is one of the credit unions in Malang and is engaged in providing financial services to its members. Over the last four years, the amount of loans KAL could distribute decreased. The decline may be caused due to the services quality provided by KAL does not meet consumer expectations. The measurement of service quality with Fuzzy- Servqual questionnaire and gap analysis methods, it was found that there are ten KAL’s service quality attributes that do not meet consumer expectations and need to be improved. Using Importance Performance Analysis,attributes that will be improved are determined, they are accessible location, availability of media published products KAL offered, the queue at the customer service, clear information employee can give to consumers, and the consumer complaints feedback quickness. By the Quality Function Deployment analysis, the improvement recommendations made. The recommendation are to add special customer service, to provide a suggestion box, to make documentation on consumer complaints, to maximize shuttle service, to open new branch office and improve its effectiveness, to add amount of media information, to add amount of information on every media, and to provides an indicator of the service quickness. Keywords: Service Quality, Fuzzy-Servqual, QFD. 

TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

2019 ◽  
Vol 13 (2) ◽  
pp. 122-130
Author(s):  
Dian ayunita Nugraheni nurmala Dewi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Gap Analysis ◽  
Quality Measurement ◽  
Service Satisfaction ◽  
Importance Value ◽  
Auction House ◽  
Participant Satisfaction ◽  
And Performance ◽  
Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

Innovation of SME service industry in Indonesia in improving customer satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lim Sanny ◽  
Verencia Angelina ◽  
Bernando Budi Christian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Industry ◽  
Air Conditioner ◽  
Sound System ◽  
Content Type ◽  
Strategic Option ◽  
Technical Requirements ◽  
Research Company

Purpose Small-medium enterprise (SME) service industry is an industry that continues to experience growth in developed and developing countries, including Indonesia. SME service industry that engaged in the service industry, namely, rental for generator set, air conditioner and sound system. In recent years, this SME has been experienced in declining in sales and getting some complaints from their customers. Many studies suggest that service quality and customer satisfaction are the key factors in the service industry. The purpose of this paper is to analyze the quality of service based on the customer’s perspective. Design/methodology/approach Data was collected using a combination of literature review, interview, brainstorming and questionnaires and analyzed by using importance-performance analysis (IPA) and quality function deployment (QFD) model. Findings This research resulted in nine technical requirements that allow the company to focus on these attributes to help the company enhance its customer satisfaction. Practical implications Based on the theory, applying service quality, IPA and also QFD will result in customer satisfaction. Practically the enhancement in customer satisfaction is not as easy as expected. Nowadays, customers always expect more and more and it is impossible to fully captured customers’ needs and always satisfy customers. Nevertheless, for this research company can understand their customers better, companies can evaluate their performances based on the customers’ perspective and know their customers’ needs. The company also know their strengths and weaknesses to allocate the resources and maximize their potential. Last but not least, the company is able to know their strategic priority that needs to be done for their better performance in the future to fulfill their customers’ needs and hope to enhance their customer satisfaction Originality/value A lot of research about customer satisfaction but still limited especially in the service industry in Indonesia using a combination of IPA and QFD model. So this research will give benefit for SMEs in Indonesia to allocate their resources more effectively by looking at the results of the four quadrants of IPA and house of quality (HOQ) framework can be used for a company as the references for their priority strategic option. Yet, to keep improving, the company recommended reviewing HOQ periodically.

scholarly journals Does Emotional Intelligence Influence Employees, Customers and Operational Efficiency? An Empirical Validation

2016 ◽  
Vol 8 (6) ◽  
pp. 77 ◽  
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said M. Gattoufi
Keyword(s):  
Emotional Intelligence ◽  
Service Quality ◽  
Service Industry ◽  
Service Providers ◽  
Operational Efficiency ◽  
Service Industries ◽  
Empirical Validation ◽  
Continuous Training ◽  
Telecom Service ◽  
The Impact

<p>A research study was initiated to investigate the impact of emotional intelligence on employees’ satisfaction and loyalty, and how it influences operational efficiency in telecom service industry in Oman. A questionnaire-based survey was conducted and the responses received were tested with various statistical techniques. These test results were found to be in broad agreement with the assumptions widely prevalent in management literature and service industries.</p><p>The findings suggest that emotional intelligence contributes significantly in improving internal performance. Employees are valuable assets and improved internal performance is due to employees’ commitment. Service industry could take care of employees, keep them satisfied to win their loyalty, which can be achieved through regular employees’ engagement and involvement. Engaged employees value customers’ expectations and build better relationship. Satisfied and loyal employees are in a position to deliver high service quality and improved productivity. The service provider shall continuously monitor service quality to maintain end users’ satisfaction. It can be sustained through employees’ continuous training and skills development that will improve operational efficiency of the company in terms of increased sales and profitability. Thus, the present study provides an empirical validation and confirmation of the propositions and hypotheses about how service providers should manage employees’ emotional intelligence for giving them satisfaction, winning their loyalty, thereby, eventually enhancing service values, operational efficiency and profitability of the company.</p>

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

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