Mutiara Salsabila Putri, . (2022) PENINGKATAN KUALITAS PELAYANAN BERBASIS KEPUASAN PELANGGAN DENGAN METODE SERVQUAL DAN QFD DI PT SEJAHTERA BUANA TRADA PULOGADUNG. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This research was conducted to evaluate the level of service offered by PT Sejahtera Bana Trada Pulogadung. This research aims to produce an efficient service design that the company can use to improve the service standards previously provided. The integration of the SERVQUAL (Service Quality) and QFD (Quality Function Deployment) methods which the House of Quality models is the analytical approach used in this study. Integrating the two methods is quite effective for analyzing service quality at PT Sejahtera Buana Trada Pulogadung. The reliability dimension is a service variable that must be prioritized for company improvement. PT Sejahtera Buana Trada Pulogadung must provide timely service according to estimated work time, according to the integration of the two methods. In addition, the results of the SERVQUAL and QFD methods show that the customer relationship management system, providing training to employees regularly, implementing service SOPs, HR management, and completing service facilities are technical steps that need to be carried out, and prioritized to improve and increase service quality in PT Sejahtera Buana Trada Pulogadung.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 1910312068] [Pembimbing: Mohammad Rachman Waluyo] [Penguji 1: Siti Rohana Nasution] [Penguji 2: Nanang Alamsyah] |
| Uncontrolled Keywords: | SERVQUAL, QFD, House of Quality, Service Quality, and Customer Satisfaction |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > T Technology (General) T Technology > TA Engineering (General). Civil engineering (General) |
| Divisions: | Fakultas Teknik > Program Studi Teknik Industri (S1) |
| Depositing User: | Mutiara Salsabila Putri |
| Date Deposited: | 14 Feb 2023 06:57 |
| Last Modified: | 10 Apr 2023 06:32 |
| URI: | http://repository.upnvj.ac.id/id/eprint/23055 |
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