Penerapan Metode Rsqs Dan Qfd Untuk Meningkatkan Kualitas Pelayanan Pengguna Pada Toko Xyz

Putra, Bramasatya (2023) Penerapan Metode Rsqs Dan Qfd Untuk Meningkatkan Kualitas Pelayanan Pengguna Pada Toko Xyz. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Toko XYZ merupakan toko yang menyediakan produk kebutuhan sehari-hari baik kebutuhan bahan pokok maupun kebutuhan lainnya seperti snack, air mineral dan lain-lain. Dalam setiap harinya toko XYZ melakukan operasional penjualannya baik grosir maupun eceran. Namun, terdapat pelanggan yang memberikan keluhan karena beberapa faktor seperti ketersedian produk yang tidak memadai dan pelanggan merasa pelayanan yang diberikan terkadang kurang sopan. Oleh karena itu, Toko XYZ perlu mengatasi permasalahan tersebut dengan melakukan analisis kepuasan pelanggan untuk meningkatkan kualitas pelayanan yang diberikan Toko XYZ dengan menerapkan metode Quality Function Deployment (QFD) dan metode Retail Service Quality Scale (RSQS). Penelitian ini bertujuan untuk mengetahui analisis kepuasan pengguna toko XYZ dalam meningkatkan kualitas pelayanan pengguna. Data yang digunakan didapatkan melalui kuesioner kepada responden untuk mengetahui kepuasan pengguna menggunakan metode Retail Service Quality Scale (RSQS) dengan atribut yang digunakan yaitu Physical Aspect, Reliability, Personal Interaction, Problem Solving, Policy. Kemudian, dilakukan perencanaan pengembangan dalam meningkatkan kualitas pelayanan pengguna di toko XYZ menggunakan metode Quality Function Deployment (QFD). Hasil dari penelitian yaitu berupa perencanaan pengembangan peningkatan kualitas pelayanan dalam bentuk house of quality yang dapat dijadikan pedoman dalam meningkatkan pelayanan pengguna di Toko XYZ. Dari hasil HOQ bahwa atribut yang perlu ditingkatkan yaitu toko perlu memberikan program toko seperti potongan harga untuk menarik pelanggan, selain itu sikap seorang karyawan kepada pelanggan perlu diperbaiki dalam melayani pelanggan dengan memberikan pelayanan yang sopan dan ramah baik secara langsung maupun telepon, serta dapat merealisasikan keluhan pelanggan dan menyediakan pilihan pembayaran untuk memudahkan pelanggan. Sedangkan dari segi kompetitor, toko menyediakan peralatan dan broduk yang berkualitas dan menata produk dengan rapih serta sikap karyawan yang baik, sopan dalam melayani pelanggan, tersedianya opsi pembayaran dan membership. Hal ini dikarenakan nilai kepuasan yang dimiliki pesaing lebih tinggi dibandingkan dengan kepuasan pelanggan Toko XYZ.
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XYZ store is a store that provides daily necessities, both staples and other necessities, such as snacks, mineral water and others. Every day, the XYZ store conducts its sales operations, both wholesale and retail. However, there are customers who give complaints due to several factors such as inadequate product availability and customers who feel the service provided is sometimes impolite. Therefore, Store XYZ needs to overcome these problems by analyzing customer satisfaction to improve the quality of service provided by Store XYZ by applying the Quality Function Deployment (QFD) method and the Retail Service Quality Scale (RSQS) method. This study aims to determine the analysis of XYZ store user satisfaction in improving the quality of user service. The data used was obtained through questionnaires to respondents to determine user satisfaction using the Retail Service Quality Scale (RSQS) method with the attributes used namely Physical Aspect, Reliability, Personal Interaction, Problem Solving, Policy. Then, a development plan is carried out to improve the quality of user service at XYZ stores using the Quality Function Deployment (QFD) method. The results of the research are in the form of a development plan to improve service quality in the form of a house of quality which can be used as a guide in improving user service at XYZ Stores. From the results of the HOQ, the attributes that need to be improved are that stores need to provide store programs such as price discounts to attract customers, besides that the attitude of an employee towards customers needs to be improved in serving customers by providing polite and friendly service both in person and by phone, and being able to realize complaints customers and provide payment options to facilitate customers. Meanwhile, in terms of competitors, the store provides quality equipment and products and arranges products neatly as well as good employee attitudes, courtesy in serving customers, availability of payment and membership options. This is because the competitor's satisfaction score is higher than that of XYZ Shop customer satisfaction.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kualitas pengguna, User quality, RSQS, Quality Function Deployment (QFD)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control)
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	bramasatya putra
Date Deposited:	03 Aug 2023 07:54
Last Modified:	03 Aug 2023 07:54
URI:	http://repository.its.ac.id/id/eprint/102430

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