Metode Service Quality (Servqual) dan Quality Function Deployment (QFD) sebagai Usulan Perbaikan Kualitas Pelayanan di PT. Kereta Api Indonesia (Persero)

Putri, Solehatin Ika; Sumartini, Sumartini; Sofia, Alfira

doi:10.17509/jimb.v8i1.12656

Cited by 6 publications

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“…The tool used in this QFD method is the House of Quality (HOQ). Following is a stage in the HOQ matrix [18], [19], [31]: a. Technical Specifications Components such as characteristics, matrices, technical specifications, units, and criteria are included in the process of developing technical specifications.…”

Section: Quality Function Deploymentmentioning

confidence: 99%

“…The servqual dimensions are used as a means to prioritise customer requests in a customer needs matrix based on the sum of customer interests, perceptions and expectations. Therefore, this research was conducted with the title [17], [18], [19]. Oleh karena itu penelitian ini dilakukan dengan judul "Increasing Customer Satisfaction with Quality Function Deployment Methodology Based on Service Quality Analysis at PT.…”

Section: Introductionmentioning

confidence: 99%

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Increasing Customer Satisfaction with Quality Function Deployment Methodology Based on Service Quality Analysis

Vazry,

Hidayat,

Negoro

2024

JTI

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One way to be superior to competing companies in the service field, especially customer satisfaction, is by analyzing service quality. Satisfied customers can increase their loyalty and have more trust in a company, so they can continue using its services. PT. XYZ is a company that offers logistics accommodation services; this research took the period from January 2023 to February 2024. It is known that the number of fluctuating customers tends to decrease. Apart from that, there were also several complaints submitted by customers, including products arriving late, inability to fulfill customer requests, delays in the delivery process, and top payments not being evenly distributed. This research used the Servqual and Quality Function Deployment (QFD) methodology. The Servqual method was carried out by distributing questionnaires to 95 respondents to identify the biggest gaps based on the dimensions of tangibles, reliability, assurance, empathy, and responsiveness, which was then carried out with a QFD analysis to determine the priority of corrective action. based on technical response. The research results show that the reliability dimension has the largest gap value, 0.21. A QFD analysis is carried out objectively to determine quality improvement based on technical responses obtained from customers' voices. In the QFD analysis, it is known that the priority corrective actions that must be taken are carrying out correct transaction recording, faster employee processes, increasing employee skills, increasing security, optimizing the system, and increasing availability. Keywords: Customer Expectations, Customers Satisfaction, House of Risk, Service Quality, Quality Function Deployment

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Section: Quality Function Deploymentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Increasing Customer Satisfaction with Quality Function Deployment Methodology Based on Service Quality Analysis

Vazry,

Hidayat,

Negoro

2024

JTI

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“…Hasil analisis yaitu layanan yang ada pada tingkatan sedang. Rencana perbaikan yaitu kesiapan dalam memberikan tangga bantuan yang berada pada tingkat ketidakpuasan yang tinggi oleh penumpang [20].…”

Section: Analisa Dan Pembahasan a Penelitian Dengan Metode Servqual Dan Ipaunclassified

Review Literatur Tentang Analisis Kepuasan Layanan Menggunakan Pendekatan Servqual dan IPA

Prayudha¹,

Sudarma²,

Swamardika³

2021

JTE

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Salah satu faktor dalam persaingan bisnis saat ini adalah kualitas layanan yang diberikan kepada pelanggan. Setiap perusahaan harus memperhatikan kualitas layanan yang diberikan. Beberapa faktor menentukan apakah suatu layanan dianggap berkualitas baik atau tidak yaitu dari internal dan eksternal. Cara untuk mengukur kualitas layanan tersebut misalnya dengan metode Service Quality dan Importance Performance Analysis. Artikel ini membahas penggunaan metode Service Quality serta metode Importance Performance Analysis yang diterapkan di lembaga pemerintah dan swasta. Hasil menunjukkan bahwa penerapan metode servqual dan IPA telah dapat menemukan layanan mana yang menjadi prioritas untuk ditingkatkan di lembaga atau swasta. Hasil dari analisis juga dapat dilihat bahwa bahwa layanan pada lembaga swasta lebih baik dalam memberikan kepuasan kepada pelanggannya dengan nilai 63% dibandingkan pada lembaga pemerintah hanya dapat memberikan nilai 51%.

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“…Sebelum operasional KRL sampai stasiun Rangkasbitung, kereta ekonomi lokal dioperasikan untuk memenuhi kebutuhan transportasi masyarakat di daerah penyangga ibukota. Adapun berdasar hasil penelitian Putri, Sumartini, & Sofia (2017) pelayanan Kereta Api Ekonomi Lokal menurut penumpang belum memenuhi harapan dan belum mampu memuaskan pelanggan. Kesiapan petugas dan daya tanggap pelayanan kepada penumpang merupakan hal dengan tingkat ketidakpuasan tertinggi.…”

Section: Pendahuluanunclassified

Metode Servqual Dan Importance Performance Analysis Pada Jasa Transportasi Commuter Line

Putri

Purbohastuti

2019

j. ekonomi manaj.

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Transportation development for supporting the economic activity of the society must be appropriate with quality. After commuter line Rangkasbitung operating in 2 years, this study aims to find out the level of service quality commuter line Rangkasbitung, and find out the indicators that proposed the improvement for service quality. SERVQUAL and Importance Performance Analysis (IPA) used to calculate gap and find the priority indicator depend on the questionnaire that was distributed to 100 passengers. The results of this study indicate that service quality is did notsatisfy yet the customers. All indicators have negative score. Based on the results of the study, indicators that must be proposed the improvement are the accuracy of the scheduled departure and arrival of the train, the responsibility of employee to show priority seats for people with disabilities, pregnant women, the elderly and mothers with young children, as well as safety and comfort in the station and in the train, safety and comfort when going up and down the train, safety and comfort when move the other railroad platform, the availability of seats in waiting room, and the availability of priority seats for people with disabilities, pregnant women, the elderly and mothers with young children. Keywords: Service Quality (SERVQUAL); Importance Performance Analysis (IPA); Transportation Service.ABSTRAKPerkembangan transportasi untuk mendukung kegiatan ekonomi masyarakat harus sejalan dengan kualitas layanan yang diberikan. Setelah 2 tahun opersional commuter line Rangkasbitung berjalan, peneliti ini bertujuan untuk mengetahui bagaimana kualitas pelayanan yang dirasakan penumpang dan indikator apa saja yang menjadi penting dan prioritas untuk diperhatikan. Metode SERVQUAL dan Importance Performance Analysis (IPA) digunakan untuk menjawab masalah penelitian dengan menghitung nilai gap dan indikator prioritas dari kuesioner yang diberikan kepada 100 responden. Hasil penelitian menunjukan kualitas layanan jasa commuter line Rangkasbitung menurut persepsi penumpang belum memenuhi harapan yang diinginkan dan belum mampu memuaskan pelanggan. Hal tersebut dilihat dari seluruh indikator yang memiliki nilai gap negatif. Indikator – indikator yang menjadi prioritas utama untuk dilakukan perbaikan yaitu ketepatan jadwal keberangkatan dan tiba commuter line, kesiapan petugas mengarahkan penggunaan kursi prioritas (penyandang cacat, ibu hamil, lansia dan ibu degan anak kecil), keamanan dan kenyamanan pada saat berada di stasiun dan di kereta, keamanan dan kenyamanan pada saat naik dan turun Kereta, keamanandan kenyamanan pada saat berpindah peron, penyediaan kursi di ruang tunggu stasiun, serta ketersediaan kursi prioritas bagi penyandang cacat, ibu hamil, lansia dan ibu dengan anak kecil.Kata Kunci: Kualitas Layanan; Importance Performance Analysis; Jasa Transportasi.

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Metode Service Quality (Servqual) dan Quality Function Deployment (QFD) sebagai Usulan Perbaikan Kualitas Pelayanan di PT. Kereta Api Indonesia (Persero)

Cited by 6 publications

References 0 publications

Increasing Customer Satisfaction with Quality Function Deployment Methodology Based on Service Quality Analysis

Increasing Customer Satisfaction with Quality Function Deployment Methodology Based on Service Quality Analysis

Review Literatur Tentang Analisis Kepuasan Layanan Menggunakan Pendekatan Servqual dan IPA

Metode Servqual Dan Importance Performance Analysis Pada Jasa Transportasi Commuter Line

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