PENINGKATAN KUALITAS LAYANAN KONSUMEN PADA RADIO RADIO DAKWAH ISLAMIAH 100,5 Fm
ABSTRACT: The purpose of this
study was to determine the quality of service on 100.5 FM Radio Dakwah
Islamiah, to know what service attributes less value performance and findout
what attributes can be developed as a new added value, and to identify targetsand
priority repairs to be carried out by RDI 100.5 FM. The analysis tool used is Quality
Function Deployment (QFD) by means House of Quality (HOQ) to convert the
customer's voice directly to the technical requirements of the services
produced. This study uses six operational variables, namely quality management,
design of products and services, layout, location, process design and capacity,
human resources in the job design attributes translate what the customer needs.
The results of analysis shown that the quality of existing services in RDI
100.5 FM that is prettygood, but need repair and upgrading to meet the
expectations of listeners is on theattributes of the hospitality crew,
modulation radio announcer voice clarity. It is also shown to attribute that
has a value that is less performance such as signalcoverage, the number of
pauses, specialization of employees, and knowable stepscan companies do to
improve the quality of service that has been sorted based ontargets and
priorities.
Keywords: Quality Function
Deployment (QFD), House of Quality (HOQ), Quality
Penulis: Arif Agung Setiawan
Kode Jurnal: jpmanajemendd151594
