Detail Integrasi Servqual, Kansei Engineering (Ke), Dan Quality Function Deployment (Qfd) Dalam Pengembangan Pelayanan (Studi Kasus : PT. Go-Jek Indonesia) Bibliografi Author: Sukwadi, Ronald (Advisor); WILLIM, WILY Topik: SERVQUAL; Kansei Engineering; Quality Function Deployment Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2016     Jenis: Theses - Undergraduate Thesis Fulltext: Wily Willim’s 1 Undergraduate Theses.pdf (2.64MB; 36 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FTI-1199 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract Ojek online has grown fast in recent months because more and more customers engage in internet shopping. With increasing market competition, it is not sufficient for PT. Go-Jek Indonesia as the originator of ojek online to solely rely on continuous improvement in order to maintain and develop their competitive edge. There is a need to begin a strategic move towards innovation, and this could be done by carefully listening to customer latent needs (emotional needs). Kansei Engineering (KE) has shown superiority in investigating and modelling customer emotion for product development. In dealing with customer needs, service quality tools such as SERVQUAL and Quality Function Deployment (QFD) have been applied extensively, but none have been able to incorporate and model customer emotional needs. To fill this niche, this study proposes an integrated approach involving SERVQUAL, KE, and Quality Function Deployment (QFD). The approach aims to help organizations to identify services attributes and Kansei words related to customer satisfaction, to evaluate customer satisfaction, to determine priority orders of service attributes, and to analyze the action plans that should be done by the organization for service excellence development. This research shows that there are five action plans that need to be done, they are safety education program, customer service training, rules and regulations for drivers, drivers education system, and leading information technology (IT) system. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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