Detail ANALISIS KUALITAS PELAYANAN MENGGUNAKAN INTEGRASI SERVQUAL DAN KONSEP KANO KE DALAM QUALITY FUNCTION DEPLOYMENT (STUDI KASUS: PT. LINTAS MAJU NUSANTARA) Bibliografi Author: ANGGRAINI, SARI ; Prasetya, Wibawa (Advisor) Topik: SERVQUAL; Kano Model; QFD; Service Quality Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: 87-Sari Anggraini-2014043011.pdf (6.95MB; 6 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract In the current era, infrastructure development that using heavy equipment in Indonesia keep being done. The result showed from the ranking of Indonesia’s infrastructure competitiveness index that increasing every year. PT. LINTAS MAJU NUSANTARA is a company that engaged in logistic services that offers heavy equipment delivery services. Since a few years ago, the order received by the company keep decreasing every year even though the company offered a competitive price for their costumer. This matter is not followed by their competitor and also not suitable with infrastructure development that currently happening. With that information, the service quality from the company needs to be investigated further. This research is done for evaluating and improving the service quality from the company by raising the service attributes which become priority with the technical responses that being obtained. The service attributes which become costumer requirements and the performance of current service quality measured with SERVQUAL. Then, to know about the ability of each service attributes in meeting the costumer needs, kano model is used. The integration of SERVQUAL and kano model into QFD used for determining the priority order that must be done for improving service quality. Based on the result of the research, there are 23 attributes that need to be fixed and 1 attribute to be maintained. There are 7 attributes with kano category A, 4 attritubtes with kano category O and 13 attributes with kano category M. In HOQ, there are 18 priority order of technical responses that can be used by the company to improve their service quality. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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