Ramadhan, Muhammad (2016) Pengukuran Kualitas Pelayanan Supermarket X Melalui Integrasi Servqual Dan Kano Ke Dalam Qfd. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Dalam pendekatan operasional usaha, kualitas pelayanan menjadi hal yang penting untuk diperhatikan. Layanan berkualitas tinggi diperlukan untuk menghadapi kompetisi bisnis di sektor retailer atau peritel sehingga mampu menjaring konsumen yang lebih besar serta secara langsung mampu meningkatkan profit. Belum adanya upaya untuk mengukur tingkat kepuasan konsumen terhadap Supermarket X dapat menyebabkan ketidaktahuan manajemen akan kebutuhan konsumen sehingga ada kemungkinan potensi penjualan yang dapat hilang. Oleh karena itu, digunakanlah integrasi metode SERVQUAL, Kano dan QFD untuk melakukan evaluasi kepuasan konsumen terhadap atribut layanan yang dimiliki oleh Supermarket X sehingga diketahui aktivitas yang diperlukan untuk meningkatkan kualitas pelayanan. Dari hasil penelitian, didapatkan bahwa 20 atribut layanan Supermarket X memiliki nilai kepuasan negatif atau menjadi weakness yang perlu diperbaiki oleh manajemen, dengan atribut yang terlemah yakni kecepatan pelayanan di kasir. Sementara itu, melalui metode Kano diketahui 1 atribut tergolong dalam kategori must-be, 10 atribut one-dimensional, 7 atribut attractive, serta 2 atribut indifferent. Dengan perhitungan adjusted importance value, diketahui bahwa kemudahan dalam mencari produk yang dibutuhkan menjadi prioritas terpenting bagi konsumen. Dalam penggunaan QFD, 8 respon teknis digunakan untuk memenuhi kebutuhan konsumen. Setelah dilakukan perhitungan nilai importance untuk respon teknis, diketahui bahwa pengawasan terhadap pelaksanaan SOP menjadi aktivitas yang paling penting bagi Supermarket X untuk meningkatkan kualitas layanannya
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As an approach to business operational, service quality is the important thing to be noticed. High quality service is needed to face business competition between retailers so they can embrace wider consumers and increasing their profits. The lack of effort to measure Supermarket X consumer satisfaction level hinders the management to define customer needs so it probably causes lost of sales potential. Integration of SERVQUAL, Kano and QFD method is used to evaluate consumer satisfaction based on Supermarket X service attributes so the prioritized actions related to service quality improvement are known. The result of research has shown that 20 service attributes of Supermarket X have negative satisfaction values or become weaknesses the management should improve, with the speed of cashier service as the weakest. Meanwhile, the use of Kano categorization has resulted 1 attribute categorized as must-be, 10 one-dimensional attributes, 7 attractive attribute, and 2 indifferent attribute. With the calculation of adjusted importance value, it has known that easiness to browse product become consumer's top priority. The use of QFD has identified 8 technical responses to satisfy customer needs. The calculation of technical response importance value has shown that monitoring of SOP implementation is recommended to be the most important activity to increase Supermarket X service quality
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | RSI 658.562 Ram p |
| Uncontrolled Keywords: | Kano, Layanan, QFD, SERVQUAL, Supermarket |
| Subjects: | T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | EKO BUDI RAHARJO |
| Date Deposited: | 21 May 2020 06:13 |
| Last Modified: | 21 May 2020 06:43 |
| URI: | http://repository.its.ac.id/id/eprint/76024 |
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