Analisis Kepuasan Jamaah Menggunakan Metode Service Quality dan Quality Function Deployment

Fuad, Berry Humaidi (2023) Analisis Kepuasan Jamaah Menggunakan Metode Service Quality dan Quality Function Deployment. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Peran travel haji dan umrah bukan hanya untuk membawa jamaahnya ke Arab Saudi. Peran travel disini harus memastikan jamaah mampu mendapatkan layanan yang diberikan. Dari penelitian ini peran travel umrah dari PT XYZ harus mampu memenuhi kualitas layanan yang menjadi tolok ukur keberhasilan dari sebuah layanan. Agar dapat mengukur keberhasilan layanan maka akan dilakukan analisis menggunakan metode Service Quality dan Quality Function Deployment. Penelitian ini bertujuan untuk megukur kepuasan jamaah umrah terhadap layanan di PT XYZ dengan menggunakan metode Service Quality dan Quality Function Deployment. Penggunaan metode Service Quality digunakan untuk mengukur kualitas layanan dari atribut masing-masing dimensi, sehingga akan diperoleh nilai gap (kesenjangan) yang merupakan selisih antara persepsi jamaah. Layanan yang telah diterima dengan harapan terhadap yang akan diterima oleh jamaah. Dilakukan diagram karteseus yang bertujuan untuk pengelompokan atribut yang ada untuk mengetahui atribut yang perlu diperbaiki, dipertahankan, dan yang tidak berpengaruh secara signifikan terhadap kepentingan pelanggan. Diagram karteseus diambil dari nilai yang telah didapat dari Service Quality dan akan digunakan untuk Quality Function Deployment. Quality Function Deployment dilakukan untuk meningkatkan kepuasan jamaah, meningkatkan mutu atau kualitas produk, meningkatkan keandalan produk, dan meningkatkan produktivitas dilakukan analisis menggunakan metode. Hasil dari penelitian berdasarkan metode Service Quality kinerja layanan jamaah umrah PT XYZ terdapat beberapa atribut kinerja layanan yang belum memenuhi harapan dari jamaah, sebanyak 4 atribut yang masih dirasa perlu menjadi concern dari PT XYZ. Berdasakan metode Quality Function Deployment yang telah dilakukan, hasil dapat dilihat melalui House of Quality terdapat 6 faktor teknis yang menjadi prioritas dalam perencanaan peningkatan kepuasan jamaah PT XYZ.
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The role of the Hajj and Umrah trips is not only to bring their pilgrims to Saudi Arabia. The role of travel here must ensure that pilgrims can get the services provided. From this study, the role of Umrah travel from PT XYZ must be able to meet the quality of service which is a measure of the success of a service. To measure the success of the service, an analysis will be carried out using the Service Quality and Quality Function Deployment methods. This study aims to measure Umrah pilgrims' satisfaction with services at PT XYZ by using the Service Quality and Quality Function Deployment methods. The use of the Service Quality method is used to measure the quality of service from the attributes of each dimension, so that a gap value will be obtained which is the difference in the congregation's perception. Services that have been received with the hope that the congregation will accept them. Cartesian diagrams are used which aim to group existing attributes to find out which attributes need to be repaired, maintained, and which do not have a significant effect on customer interest. The card diagram is taken from the value that has been obtained from Service Quality and will be used for Quality Function Deployment. Quality Function Deployment is carried out to increase congregation satisfaction, improve product quality, increase product rumors, and increase productivity, the analysis is carried out using the method. The results of the research based on the Service Quality method on the service performance of PT XYZ's Umrah pilgrims showed that several service performance attributes did not meet the congregation's expectations, as many as 4 attributes that PT XYZ felt needed to pay attention to. Based on the Quality Function Deployment method that has been carried out, the results can be seen through the House of Quality, there are 6 technical factors that are a priority in planning to increase PT XYZ congregation satisfaction.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Diagram Karteseus Kepuasan Pelanggan, Quality Function Deployment, Service Quality, Umrah dan Haji, Customer Satisfaction, Quality Function Deployment, Service Quality, Umrah and Hajj
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Berry Humaidi Fuad
Date Deposited:	15 Aug 2023 08:15
Last Modified:	15 Aug 2023 08:15
URI:	http://repository.its.ac.id/id/eprint/104667

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