Muhammad Dhafa Raihan, . (2025) PENGEMBANGAN LAYANAN DENGAN METODE SERVQUAL, QUALITY FUNCTION DEPLOYMENT (QFD), DAN ELECTRE DALAM PENGAMBILAN KEPUTUSAN (JARGI SARANA PESTA). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study aims to develop services at Jargi Sarana Pesta by integrating three decision-making methods: SERVQUAL, Quality Function Deployment (QFD), and ELECTRE. The main issues faced by the company include fluctuating demand, customers’ need for new tent materials, and shifting trends that favor using buildings as event venues. Additionally, increasing competition from similar service providers has worsened the company's position in the market. This research identifies and prioritizes customer needs related to event equipment rental services using the SERVQUAL approach to understand the gap between customer expectations and perceptions. Through QFD, customer needs are converted into measurable service specifications that can be implemented. The ELECTRE method is then used to analyze the most optimal service development alternatives, with the analysis showing that the management of cleanliness and tidiness is the highest priority for service development, based on customer perception values regarding the cleanliness and comfort of the facilities provided. Based on the results, alternative A5, focusing on cleanliness and tidiness, is selected as the more favorable alternative, while alternatives with fewer elements (A1, A2, A3, and A4) are eliminated. The results of this study provide strategic recommendations for Jargi Sarana Pesta to improve service quality by focusing on cleanliness and comfort as key factors in enhancing customer satisfaction.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2110312083] [Pembimbing: Mohammad Rachman Waluyo] [Penguji 1: Siti Rohana Nasution] [Penguji 2: Alina Chyntia Dewi] |
| Uncontrolled Keywords: | Service Development, Quality Function Deployment Method, SERVQUAL, ELECTRE |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor 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: | MUHAMMAD DHAFA RAIHAN |
| Date Deposited: | 08 Aug 2025 08:02 |
| Last Modified: | 08 Aug 2025 08:02 |
| URI: | http://repository.upnvj.ac.id/id/eprint/39243 |
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