ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN UNTUK MENINGKATKAN MUTU PELAYANAN DI KEDAI KOPI SIGNIFIKAN DENGAN PENDEKATAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT

Nur Muhammad Ikhsan, . (2023) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN UNTUK MENINGKATKAN MUTU PELAYANAN DI KEDAI KOPI SIGNIFIKAN DENGAN PENDEKATAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Along with the intense competition in the coffee shop business, there are still several factors that cause customer dissatisfaction with the quality of service provided by Signifikan Coffee Shops. Therefore, this research was conducted to analyze the quality of service, with the aim of obtaining an effective service scheme for the company in improving the service quality that was previously implemented at the Signifikan Coffee Shop. This study uses an analytical method by integrating Service Quality (Servqual) and Quality Function Deployment (QFD) methods which are modeled into House of Quality (HOQ). The results showed that the service variable that should be prioritized for develop and improvement was the variable dimension of reliability and for its attribute, Signifikan Coffee Shops should be able to increase the agility and accuracy in serving orders. In addition, the results show that the technical steps that is a priority for develop and improvement by Signifikan Coffee Shops is to conduct training on employees on a regular basis.

Item Type: Thesis (Skripsi)
Additional Information: {No.Panggil: 1810312043] [Pembimbing: Nanang Alamsyah] [Penguji 1: Donny Montreano] [Penguji 2: Nur Fajriah]
Uncontrolled Keywords: Service Quality, Service Attributes, Service Variable, Quality Function Deployment, House of Quality
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HA Statistics
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Teknik > Program Studi Teknik Industri (S1)
Depositing User: Nur Muhammad Ikhsan
Date Deposited: 29 Jul 2023 04:15
Last Modified: 29 Jul 2023 04:15
URI: http://repository.upnvj.ac.id/id/eprint/26119

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