Detail Integrasi ServQual ke dalam QFD sebagai Upaya Peningkatan Kualitas Pelayanan (Studi Kasus: PT XYZ) Bibliografi Author: ELENA, MARGARETHA ; Hutahaean, Hotma Antoni (Advisor) Topik: ServQual; Importance-Performance Analysis; HOQ Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2009     Jenis: Theses - Undergraduate Thesis Fulltext: Margaretha Elena's Undergraduated Theses.pdf (2.52MB; 71 download) Margaretha Elena-PENDUKUNG.pdf (32.14KB; 5 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FTI-486 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract PT XYZ is a company engaged in education of robotics. PT. XYZ has been established since 2006. PT. XYZ provides educational courses for children aged from 4-18 years or from playgroup to high school. Currently, PT. XYZ gets a lot of complaints submitted by consumers through customer service. Complaints that did not respond quickly and correctly can cause loss of trust so that the customer impact on the decrease in the number of students. Therefore, PT. XYZ must be able to measure the level of customer satisfaction at this time and know the expectations of the customer company. ServQual Methods and Importance-Performance Analysis is a tool used to evaluate customer satisfaction and customer needs to know. Meanwhile, to translate the needs of consumers used HOQ (House of Quality). To find out which service attributes into customer needs and how to measure quality of performance attributes, the method used ServQual. ServQual method includes the calculation of the gap score gap between customer expectation and perception. From results score calculation methods and the identification ServQual, it can set priorities for improving the services set up home with the HOQ matrix Based on the method can be ServQual performance attributes of 22 PT. XYZ is currently still under the expectation of the client. Based on the method of Importance-Performance Analysis 11 may be an important attribute for the consumer fixed. Results ServQual and IP A integrated into HOQ. From the results of the analysis of science and data processing results with the known method ServQual attributes that need to be improved is the amount of support equipment used in each class according to the number of students, the trainers are willing to take the time to help students outside of course hours, and every trainer can answer questions that asked students to clear the planned actions for improving the quality of which are: the addition of the number of support tools, re-training programs that more regularly and the scheduling and maximum for each trainer to help students outside the recommended courses hours. Company also add a facility to support the trainers to increase knowledge about the robotics world with the internet, books, magazines, workshops and seminars. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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