lntegrasi SERVQUAL dan QFD Untuk Mengembangkan Produk Jasa yang Inovatif  

Oleh:

Pawitra, Theresia Amelia

Jenis: Article from Bulletin/Magazine
Dalam koleksi: Jurnal Teknologi Industri dan Informasi vol. 3 no. 2 (Aug. 2002), page 127-136.
Topik: INTEGRASI; QFD; SERVQUAL; kano's model; customer satisfaction
Fulltext: JJ84.2 3(2) 0802 127-136.pdf (1.28MB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ84.2 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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In order to improve service quality, QFD is often used to reduce or eliminate the gaps that are evaluated by SERVQUAL. However, for service excellence development, two areas for further iproving house of quality can be identified. First, QFD assumes linier relationship between customer satisfaction and service attribute performance. Second, QFD can not identify attribute (s) that can be focused for the development of innovative service. This paper proposes integrating kano's model and SERVQUAL into QFD to improve those areas.

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