Detail Analisis kualitas layanan PDAM Kota Depok Tirta Asasta dengan Integrasi SERVQUAL, Kano Model ke dalam Quality Function Deployment (QFD) (Studi Kasus : PDAM Kota Depok Tirta Asasta) Bibliografi Author: SYAMSUDIN, HERMAWAN ; Prasetya, Wibawa (Advisor) Topik: PDAM Kota Depok; Service Quality; KANO; QFD Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: 47-Hermawan Syamsudin-2013043168.pdf (10.61MB; 6 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract PDAM Kota Depok Tirta is a regional-owned enterprise engaged in clean water services providers for citizen of Depok city. Along with the operation of PDAM Kota Depok on 2015 until now, the growth in the number of consumners has not shown significan growth. In addition to the lack of growth in the number of consumers, the numberof complaints received has a low rate of decline in recent years. The purpose of this research is to analyze the service quality of PDAM Kota Depok to increase the number of consumer and decrease the number of complaints. The method used in this research are integration of Servqual method, Kano model and Quality Function Deployment (QFD). Servqual method is used for identify service attribute that have negative gap score which indicates that consumers are not satisfied with the services provided through the service attributes. Kano model is used for categorized the attribute according to kano category for determine the infulence of service attributes on consumer satisfaction. QFD is used to determine technical response from customer need and determine the critical technical responses. The result of this research iscritical customer need and critical technical response which can have a big impact on inreasing customer satisfaction when the technical requirements are applied. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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