Usulan perbaikan kualitas pelayanan penerbitan sertifikat tanah dengan pendekatan Quality Function Deployment

Abstract

Quality Function Deployment uses a very different approach because it adds value to the product by maximizing positive quality, such as ease of use, pleasure, and luxury. Visible or invisible customer needs will be handled by Quality Function Deployment. Research analysis found 31 service quality attributes, consisting of 10 variables of simplicity, clarity, time certainty, accuracy, security, responsibility, completeness of infrastructure, ease of access, friendly discipline, comfort. There were still 23 House of Quality results that did not meet customer satisfaction that was prioritized for improvement. The priority order of improvement is most important to the requirements of the customers, namely the responsibility of the officer in the work with a relative importance of 26,225 in stage 1 and Making an assessment of the performance of the officer with a relative importance of 18,424 is the highest value for QFD stage 2.

Peningkatan Kualitas Layanan Penyedia Layanan Logistik Berdasarkan Integrasi SERVQUAL dan QFD

“…Tabel 1. Penelitian SERVQUAL dan QFD Terdahulu Jasa Penelitian Pemerintahan (Martia, 2020;Alsaadi et al, 2018), Pelabuhan (Huang et al, 2020;Hemalathaa et al, 2018;Pahala, 2017;Sayareh et al, 2016;Yeo et al, 2015, Wang, 2007) Restoran (Park et al, 2021;Baran & Yidiz, 2015) Pendidikan (Purwati, et al, 2021, Ozdemir, Kaya & Turhan, 2020Hossain, Hossain, & Chowdhury, 2018) Transportasi (Setyawati, et al , 2021, Jarrett et al, 2019Yang et al, 2020;Deveci et al, 2019;Kayapınar & Erginel, 2019) Rumah sakit (Hasibuan, et al, 2019;Raziei et al, 2018;Camgöz et al, 2013;Jeong & Oh, 1998) Perbankan (Murugeswari et al, 2018;Hassan et al, 2018)), Perhotelan (Adnyani & Govindaraju, 2020) Laundry (Lim et al, 2020) Perkembangan penelitian terdahulu serta kebaruan penelitian ini ditunjukkan dalam State of the art (SOTA) pada Tabel 2.…”

“…dan responsiveness (7). Penelitian (Setyawati et al, 2021) (Martia, 2020). Penelitian empiris (Huang et al, (2020) Taiwan untuk meningkatkan layanan feri berkecepatan tinggi.…”