Suhada, Dharma (2020) Analisis Tingkat Kepuasan Pelanggan Terhadap Perusahaan Jasa Konstruksi Dengan Metode QFD. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penelitian ini membahas kepuasan pelanggan jasa konstruksi terkait layanan dan kinerja PT. Ekapersada Abadi sebagai salah satu perusahaan konstruksi. Voice of Customer diperoleh melalui survey kepuasan pelanggan dengan penyebaran kuisioner. Metode penelitian menggunakan metode Quality Function Deployment (QFD) yang didukung dengan analisa Importance Performance Analysis (IPA) dan Focus Group Discussion (FGD). Hasil penelitian menunjukkan bahwa ada 8 (delapan) atribut yang menjadi prioritas utama kepuasan konsumen, yaitu yaitu Kesesuaian laporan proyek dengan kondisi aktual di lapangan; Kemampuan untuk menyelesaikan sesuai tenggat waktu; Tingkat layanan setelah penyelesaian; Penerapan prosedur dan instruksi kerja dalam menyelesaikan proyek; Keahlian pekerja proyek dalam menggunakan peralatan di lapangan; Tingkat kepercayaan dalam follow up komunikasi; Kedisplinan dan kepatuhan terhadap jadwal proyek yang telah disepakati dan Pemenuhan fungsi konstruksi. Sedangkan respon teknis yang diberikan perusahaan guna peningkatan kepuasan konsumen yaitu Monitoring hasil laporan dengan lapangan oleh Project Control; Pelatihan Para Pengawas Lapangan kontraktor; Monitoring sistem komunikasi secara periodic; Pelatihan pengunaan peralatan kerja; Monitoring kurva S secara periodic; Peningkatan komunikasi teknis antara Penanggung Jawab Lapangan dengan Wakil Pemberi Kerja; Pengarahan SOP secara periodik; dan Pemberian reward and punishment kepada Project Manager dan Tim lapangan.
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The research discusses construction service customer satisfaction related to the service and performance of PT. Ekapersada Abadi as one of the construction companies. Voice of Customer is obtained through customer satisfaction surveys by distributing questionnaires. The research method uses the Quality Function Deployment (QFD) method which is supported by Importance Performance Analysis (IPA) analysis and Focus Group Discussion (FGD). The results showed that there were 8 (eight) attributes that were the top priority for customer satisfaction, such as name the suitability of the project report with actual conditions in the field; Ability to complete within deadlines; Service level after completion; Application of work procedures and instructions for completing projects; Project workers' expertise in using equipment in the field; Level of trust in communication follow-up; Discipline and compliance with agreed project schedules and Fulfillment of construction functions. While the technical response given by the company to increase consumer satisfaction is Monitoring the results of reports with the field by Project Control; Training of contractor field supervisors; Monitoring the communication system periodically; Training in the use of work equipment; Periodic S curve monitoring; Improved technical communication between the person in charge with the representative of the employer; Periodic SOP briefing; and Giving reward and punishment to Project Managers and Field Teams.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.834 3 Suh a-1 |
| Uncontrolled Keywords: | Quality Function Deployment, kualitas pelayanan, pelanggan, proyek konstruksi, Quality Function Deployment, construction project, customer satisfaction |
| Subjects: | H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | Suhada Dharma |
| Date Deposited: | 17 Mar 2025 02:15 |
| Last Modified: | 17 Mar 2025 02:15 |
| URI: | http://repository.its.ac.id/id/eprint/75485 |
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