Analisis Perbaikan Kualitas Pelayanan Menggunakan Metode Quality Function Deployment (Studi Kasus Cafe XYZ Rawalumbu)

Journal of Industrial and Engineering System

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Field Value
 
Title Analisis Perbaikan Kualitas Pelayanan Menggunakan Metode Quality Function Deployment (Studi Kasus Cafe XYZ Rawalumbu)
 
Creator Prasmoro, Alloysius Vendhi
Chotimah, Chusnul
Siregar, Denny
 
Subject Kualitas Pelayanan , Voice of Customer, kepuasan pelanggan, Quality function Deployment (QFD), House Of Quality
 
Description ABSTRACT
Culinary business in Bekasi is growing more and more, both cafes or other fast food restaurants. This encourages entrepreneurs, investors to do culinary business. One of the fast food culinary businesses is the XYZ cafe. This study discusses the analysis of service quality in XYZ cafe about voice of customers to increase customer satisfaction at XYZ cafe. The purpose of this study is to determine the priority scale to increase the customers satisfaction based on the voice of customer and know what technical requirements should be given by cafe XYZ to does what customers need . The method used is the QFD, using the matrix house of quality. The results of this study are 15 Voice OF customer attributes that have also been sorted by priority scale of improvement, with the first priority being the taste of delicious and fresh and there are 8 attributes of technical requirements.
Keywords: Service Quality, Voice of Customer, customer satisfaction, Quality Function Deployment (QFD), House of Quality
 
Publisher Program Studi Teknik Industri, Fakultas Teknik, Universitas Bhayangkara Jakarta Raya
 
Date 2020-12-16
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://ejurnal.ubharajaya.ac.id/index.php/JIES/article/view/320
10.31599/jies.v1i2.320
 
Source Journal of Industrial and Engineering System; Vol. 1 No. 2 (2020): Desember 2020; 89-100
2722-7979
10.31599/jies.v1i2
 
Language eng
 
Relation http://ejurnal.ubharajaya.ac.id/index.php/JIES/article/view/320/278
 
Rights Copyright (c) 2020 Journal of Industrial and Engineering System
 

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