Implementasi Quality Function Deployment Guna Meningkatkan Pelayanan Jasa Penerbangan Berdasarkan Preferensi Penumpang Pesawat Di PT. Mandala Airlines.

Supriadi, Wahyu (2006) Implementasi Quality Function Deployment Guna Meningkatkan Pelayanan Jasa Penerbangan Berdasarkan Preferensi Penumpang Pesawat Di PT. Mandala Airlines. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Semakin ketatnya persaingan bisnis penerbangan di dalam negeri yang cenderung mematikan membuat perusahaan penerbangan harus mempunyai strategi khusus agar tetap eksis di dalam bisnisnya. PT. Mandala Airlines sebagai salah satu perusahaan penerbangan swasta di Indonesia tidak terlepas dari situasi tersebut. Salah satu strategi bisnis penerbangan adalah dengan memberikan pelayanan terbaik demi mencapai kepuasan penumpang pesawat saat menggunakan jasa penerbangan agar dapat menjaring penumpang sebanyak-banyaknya sehingga memberikan keuntungan yang besar bagi maskapai penerbangan. Metode Quality Function Deployment (QFD) merupakan sebuah pendekatan untuk meningkatkan kualitas melalui tahapan proses perencanaan, pengembangan, dan peningkatan kualitas sebuah produk atau jasa. Dengan mengaplikasikan QFD akan memungkinkan terjadinya komunikasi antara pengguna (Voice of Customer) dengan pihak desain atau perusahaan. QFD meliputi tahapan-tahapan yaitu: identifikasi keinginan dan kebutuhan pengguna, benchmarking, identifikasi karakteristik teknis, penentuan korelasi antara keinginan pengguna dengan karakteristik teknik produk/jasa, dan identifikasi prioritas perbaikan. Pendekatan QFD pada proses pengembangan produk/jasa yang menganut Concurrent Engineering dan Total Quality Management dapat meningkatkan kualitas produk/jasa, memperpendek waktu pengembangan, dan menghemat biaya pengembangan. Pada metode QFD yang diterapkan di PT. Mandala Airlines ini diawali dengan mendata semua keinginan penumpang pesawat PT. Mandala Airlines melalui kuesioner dengan sistem terbuka, kemudian diterjemahkan ke dalam respons teknis sebagai alternatif solusi. Dari keseluruhan hasil penelitian yang dilakukan dapat direkomendasikan langkah-langkah yang perlu dilakukan, yaitu: pembaruan pesawat, strategi penyesuaian harga, peningkatan keahlian/profesi, sistem reservasi online 24 jam, dan pengembangan divisi L.T.
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The significantly growing competition in the domestic airline industry, which tended to be detrimental to businesses, caused airlines to develop specific and appropriate strategies to sustain their business operations. PT. Mandala Airlines, as one of the private airlines in Indonesia, also experienced a similar situation. One of the strategies in the airline business was to provide the best service and achieve passenger satisfaction when using flight services in order to attract as many passengers as possible and generate greater benefits for the airline. The Quality Function Deployment (QFD) method constituted an approach to improving quality through several stages, such as planning, development, and quality enhancement of a product or service. The implementation of Quality Function Deployment would enable good communication between users (Voice of Customer) and designers or the company. QFD consisted of several stages, including identification of users' needs/wishes, benchmarking, identification of technical characteristics, determination of the correlation between users' needs and the technical characteristics of the product/service, and identification of improvement priorities. The QFD approach in the product/service development process, which followed Concurrent Engineering and Total Quality Management (TQM), could enhance product/service quality, shorten development time, and reduce development costs. The Quality Function Deployment method applied at PT. Mandala Airlines began by collecting data on all passenger needs/wishes through open-ended questionnaires, which were then translated into technical responses as alternative solutions. Based on the overall results of the research, the following steps were recommended: aircraft renewal, pricing strategy adjustment, improvement of skills/professional competencies, a 24-hour online reservation system, and the development of the L.T. division.

Item Type:	Thesis (Masters)
Additional Information:	RTMT 658.562 Sup i
Uncontrolled Keywords:	Quality Function Deployment, Manajemen Mutu, Kualitas Pelayanan, Analytical Hierarchy Process, Quality Function Deployment (QFD), Quality Management, Service Quality, Analytical Hierarchy Process (AHP).
Subjects:	T Technology > TD Environmental technology. Sanitary engineering > TD883 Air quality management.
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	magang .
Date Deposited:	16 Sep 2026 03:51
Last Modified:	16 Sep 2026 03:51
URI:	http://repository.its.ac.id/id/eprint/144537

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