Analisis Strategi Peningkatan Kualitas Pelayanan Barberman Di Barbershop Dengan Metode Total Quality Management Dan Matriks SWOT

Pradana, Rastra Arif (2024) Analisis Strategi Peningkatan Kualitas Pelayanan Barberman Di Barbershop Dengan Metode Total Quality Management Dan Matriks SWOT. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penelitian ini bertujuan untuk mengetahui: (1) implementasi total quality management (TQM) yang berkaitan dengan upaya peningkatan kualitas pelayanan di PT. Barberking Indonesia; (2) tingkat kepuasan pelanggan terhadap kualitas pelayanan di PT. Barberking Indonesia; (3) merumuskan strategi untuk meningkatkan kualitas pelayanan barberman berdasarkan hasil analisis SWOT. Desain penelitian ini adalah deskriptif. Populasi pada penelitian ini adalah Chief Executive Officer, Quality Manager, Operation Manager, Supply Chain Manager, Accounting and Finance Manager, Area Supervisor, Assistant Manager, Admin serta konsumen pelanggan barbershop sebanyak 30 orang. Uji Validitas dengan konstrak berdasarkan expert judgment. Metode penelitian menggabungan Total Quality Management dan matriks SWOT. Hasil penelitian ini membuktikan bahwa implementasi total quality management pada aspek kualitas pelayanan di PT. Barberking Indonesia mayoritas mendapatkan penilaian pada kategori sangat baik (70%), tingkat kepuasan pelanggan terhadap kualitas pelayanan pada PT. Barberking Indonesia berkategori sangat puas (100%), kondisi perusahaan PT. Barberking Indonesia berada pada strategi W-T (Weakness-Threats) yaitu PT. Barberking Indonesia memiliki kelemahan dan memiliki ancaman perusahaan kedepannya, hal ini dapat mengakibatkan kerugian besar di Perusahaan. Sedangkan alternatif strateginya yaitu dengan menggunakan strategi defence.
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This research aims to determine: (1) the implementation of total quality management (TQM) which is related to efforts to improve service quality at PT. Barberking Indonesia; 2) the level of customer satisfaction with the quality of service at PT. Barberking Indonesia; (3) formulate a strategy to improve the quality of barber services based on the results of the SWOT analysis. The design of this research is descriptive. The population in this study was the Chief Executive Officer, Quality Manager, Operation Manager, Supply Chain Manager, Accounting and Finance Manager, Area Supervisor, Assistant Manager, Admin and 30 barbershop customers. Validity test with constructs based on expert judgment. The research method combines Total Quality Management and the SWOT matrix. The results of this research prove that the implementation of total quality management in the service quality aspect at PT. The majority of Barberking Indonesia received a rating in the very good category (70%), the level of customer satisfaction with the quality of service at PT. Barberking Indonesia is in the very satisfied category (100%), the condition of the company PT. Barberking Indonesia is on the W-T (Weakness-Threats) strategy, namely PT. Barberking Indonesia has weaknesses and has threats to the company in the future, this could result in large losses for the Company. Meanwhile, the alternative strategy is to use a defense strategy.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Strategi, Kualitas, Barberman, Barbershop, Strategy, Quality, Barberman, Barbershop.
Subjects:	T Technology > T Technology (General) > T58.8 Productivity. Efficiency
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26101-(S2) Master Thesis
Depositing User:	Rastra Arif Pradana
Date Deposited:	18 Jul 2024 04:52
Last Modified:	18 Jul 2024 04:52
URI:	http://repository.its.ac.id/id/eprint/108435

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