ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN MENGUNAKAN METODE SERQUAL DAN HOUSE OF QUALITY (HOQ) DI CV. SARTIKA PALEMBANG

Wahyudi, Muhammad Diky (2022) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN MENGUNAKAN METODE SERQUAL DAN HOUSE OF QUALITY (HOQ) DI CV. SARTIKA PALEMBANG. S-1 thesis, 021008 Universitas Tridinanti Palembang.

	Text (BAB 1) BAB 1 DIKY WAHYUDI ,.pdf - Published Version Download (958kB)
	Text (BAB II) BAB II DIKY WAHYUDI.pdf - Published Version Restricted to Repository staff only Download (504kB) | Request a copy
	Text (BAB III) BAB III DIKY WAHYUDI.pdf - Published Version Restricted to Repository staff only Download (160kB) | Request a copy
	Text (BAB IV) BAB IV DIKY WAHYUDI.pdf - Published Version Restricted to Repository staff only Download (1MB) | Request a copy
	Text (BAB V) BAB V DIKY WAHYUDI.pdf - Published Version Restricted to Repository staff only Download (10kB) | Request a copy

Abstract

ABSTRAK CV. Sartika Palembang merupakan suatu unit usaha yang bergerak dibidang pendistribusian dan penjualan produk rokok Dados, sabun Harmony, Sabun Lidah Buaya dan lain-lain. Adanya peningkatan dan penurunan jumlah konsumen CV. Sartika Palembang tahun 2021. Penurunan jumlah konsumen terjadi disebabkan beberapa faktor antara lain kondisi persaingan yang semakin ketat (kompetitor), nilai tukar rupiah ditambah adanya fenomena Covid 19. Tingkat kepuasan pelanggan terhadap pelayanan di CV. Sartika Palembang dengan menggunakan metode SERVQUAL (Tangible, Empathy, Reliability, Responsibility dan Assurance) didapatkan bahwa kesenjangan (gap) rata-rata yaitu sebesar -0.40. Hal ini menunjukan bahwa menurut persepsi konsumen bahwa pelayanan perusahaan masih belum memenuhi harapan secara penuh. Prioritas peningkatan pelayanan untuk konsumen melalui matriks House Of Quality (HOQ) seperti perusahaan melakukan investasi alat dengan teknologi modern, perawatan fasilitas yang ada harus tampak baik, perusahaan harus memiliki pencatatan yang akurat, fasilitas fisik perusahaan harus tampak menarik, karyawan perusahaan harus memiliki pengetahuan dan perusahaan harus memiliki waktu operasi yang sesuai dan nyaman. Kata Kunci : Kepuasan Pelanggan, Kualitas Pelayanan, Quality Function Deployment (QFD) dan Servqual ABSTRACT CV. Sartika Palembang is a business unit engaged in the distribution and sale of Dados cigarette products, Harmony soap, Aloe Vera Soap and others. There is an increase and decrease in the number of consumers CV. Sartika Palembang in 2021. The decline in the number of consumers occurred due to several factors, including increasingly fierce competition conditions (competitors), the rupiah exchange rate plus the Covid 19 phenomenon. The level of customer satisfaction with services at CV. Sartika Palembang using the SERVQUAL method (Tangible, Empathy, Reliability, Responsibility and Assurance) it was found that the average gap was -0.40. This shows that according to consumer perceptions that the company's services still do not meet expectations in full. Priority for service improvement for consumers through the House Of Quality (HOQ) matrix, such as companies investing in tools with modern technology, maintenance of existing facilities must look good, companies must have accurate records, company physical facilities must look attractive, company employees must have knowledge and skills. the company must have a suitable and comfortable operating time. Keywords : Customer Satisfaction, Service Quality, Quality Function Deployment (QFD) and Servqual

Item Type:	Thesis (S-1)
Subjects:	H Social Sciences > HC Economic History and Conditions L Education > L Education (General)
Divisions:	Fakultas Teknik > S1 Teknik Industri
Depositing User:	Tn Muhammad Diky Wahyudi
Date Deposited:	20 Oct 2022 10:49
Last Modified:	20 Oct 2022 10:49
URI:	http://repository.univ-tridinanti.ac.id/id/eprint/6029

Actions (login required)

View Item