ANALISIS KUALITAS PELAYANAN JASA
DENGAN METODE SERVQUAL DAN QUALITY FUNCTION
DEPLOYMENT (QFD)
(STUDI KASUS PADA STASIUN GUBENG SURABAYA)
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Institusion
Universitas Pembangunan Nasional Veteran Jawa Timur
Author
SHINTA , MIDAYANTI
Subject
HF5415.5 Customer services
Datestamp
2015-02-13 02:37:27
Abstract :
This research was made based on the existing problems in Surabaya Gubeng Station, namely the lack of quality of service provided by the station GubengSurabya that will make customer satisfaction is low. Those who have used the services Gubeng station surabayamerasa existing service quality is not maximized. Based on these problems then be made to this research by using SERVQUAL and Quality Function Deployment (QFD). The purpose of this study was to determine the attributes of service quality in Surabaya Gubeng Station and Suggestions repair service attributes as efforts to improve quality of service. The data in this study were taken using primary data using questionnaires were then tested using the formula bernouli which then produces 73 respondents. Dimension that is used by 5 dimensions and there are 13 attributes supporters. From the data processing SERVQUAL and QFD can be concluded that the attributes of service quality should be improved is the condition of the station clean and tidy by adding a cleaning service tasks will make things convenient for our customers, employees state in appearance while on duty, will make them look authoritative in front of customers, placing the station officer at some point common complaint, so that the customers are not confused when facing issues, completeness adequate station in the service process, to avoid errors in roses service. Keywords: SERVQUAL, Quality Function Deployment, House Of Quality.
This research was made based on the existing problems in Surabaya Gubeng Station, namely the lack of quality of service provided by the station GubengSurabya that will make customer satisfaction is low. Those who have used the services Gubeng station surabayamerasa existing service quality is not maximized. Based on these problems then be made to this research by using SERVQUAL and Quality Function Deployment (QFD). The purpose of this study was to determine the attributes of service quality in Surabaya Gubeng Station and Suggestions repair service attributes as efforts to improve quality of service. The data in this study were taken using primary data using questionnaires were then tested using the formula bernouli which then produces 73 respondents. Dimension that is used by 5 dimensions and there are 13 attributes supporters. From the data processing SERVQUAL and QFD can be concluded that the attributes of service quality should be improved is the condition of the station clean and tidy by adding a cleaning service tasks will make things convenient for our customers, employees state in appearance while on duty, will make them look authoritative in front of customers, placing the station officer at some point common complaint, so that the customers are not confused when facing issues, completeness adequate station in the service process, to avoid errors in roses service. Keywords: SERVQUAL, Quality Function Deployment, House Of Quality.
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