RANCANGAN PERBAIKAN KUALITAS PELAYANAN JASA DENGAN METODE SERVQUAL, IMPORTANCE PERFORMANCE ANALYSIS, DAN QUALITY FUNCTION DEPLOYMENT PADA PLASA TELKOM CABANG DINOYO SURABAYA
ABSTRACT: Measuring the level
of customer satisfaction is one of the important factors to overcome the
competition is rapidly increased. By knowing the level of customer satisfaction
from services provided, the company could undertake the mapping of improved
service quality. By using the integration method servqual, IPA, and QFD, the
service provider is able to determine the level of customer satisfaction and straightly
can make improvements of service with low levels of satisfaction. This research
was conducted at Plasa TELKOM Dinoyo Surabaya’s branch. From the questionnaires
showed that all the attributes of service quality in the questionnaire have a
negative gap value. In IPA method showed 6 attributes with high importance and
low value the fact. The quality improvement to be done such as improving the
application of SOP, increasing the number of officers, officials periodically
evaluate, reward the best employees every month, the maximization of
information technology systems, and implementing 4S culture are really needed.
Keyword: Service, Improvement
Design, Servqual, Importance Performance Analysis (IPA) and Quality Function
Deployment (QFD)
Penulis: Angga Dharmawan,
Febriana Wurjaningrum
Kode Jurnal: jpmanajemendd141316
