Situmorang, Romaito (2020) PENINGKATAN KUALITAS LAYANAN MELALUI INTEGRASI RSQ (RETAIL SERVICE QUALITY) DAN KANO KE DALAM QFD (QUALITY FUNCTION DEPLOYMENT) (STUDI KASUS: SUPERMARKET Z AR. HAKIM SURABAYA). Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Supermarket Z merupakan salah satu supermarket yang paling diminati di Indonesia yang berada di peringkat 1 dalam Top Brand Award kategori supermarket pada tahun 2019, namun tidak menutup kemungkinan bahwa Supermarket Z juga mengalami defisit dengan ditandainya penutupan 33 gerai hingga mengalami defisit sebesar Rp. 1.3 Triliun pada tahun 2018. Salah satu cabang Supermarket Z yaitu Supermarket Z Ar. Hakim Surabaya sendiri secara khusus belum pernah melakukan evaluasi ataupun pengukuran kualitas layanan yang lebih mendalam, sehingga penelitian ini membahas mengenai pengukuran kualitas pelayanan. Tujuan dari penelitian ini adalah untuk mengetahui tingkat kepuasan pelanggan serta untuk mengetahui rekomendasi perbaikan layanan dan usulan strategi perbaikan dengan menggunakan metode Retail Service Quality (RSQ) dan model Kano yang diintegrasikan ke dalam QFD dalam bentuk matriks HOQ. Dari hasil penelitian didapatkan 29 customer needs dengan nilai kepuasan negatif sebanyak 28 customer needs dan hanya satu customer needs dengan nilai kepuasan positif. Sedangkan dari kategorisasi Kano terdapat 3 kebutuhan berkategori attractive, 3 kebutuhan berkategori one-dimensional, 11 kebutuhan berkategori must be, dan 11 kebutuhan berkategori indifferent. Hasil dari penelitian ini berupa usulan rekomendasi perbaikan dalam bentuk prioritas respon teknis dengan tiga prioritas tertinggi yaitu membuat kartu pelanggan, membuka akun sosial media dan atau aplikasi yang tanggap terhadap pelanggan serta menambah relasi dengan bank lainnya.
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Supermarket Z is one of the most popular supermarkets in Indonesia which is ranked 1 in the Top Brand Award for the supermarket category in 2019, but it does not rule out that Supermarket Z is also experiencing a deficit by marking the closure of 33 outlets so that it has a deficit of Rp. 1.3 Trillion in 2018. One of the branches of Supermarket Z, namely Supermarket Z Ar. Hakim Surabaya in particular has never conducted a more in-depth evaluation or measurement of service quality, so this research discusses the measurement of service quality. The purpose of this study is to determine the level of customer satisfaction and to find out recommendations for service improvements and proposed improvement strategies using the Retail Service Quality (RSQ) method and the Kano model which is integrated into QFD in the form of a HOQ matrix. The results showed that 29 customer needs with negative satisfaction values were 28 customer needs and only one customer needs with positive satisfaction values. Meanwhile, from Kano's categorization, there are 3 needs for attractive categories, 3 needs for one-dimensional categories, 11 needs for must be categories, and 11 needs for indifferent categories. The results of this study are in the form of recommendations for improvement in the form of technical response priorities with the three highest priorities, namely making customer cards, opening social media accounts and / or applications that are responsive to customers and adding relationships with other banks.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Supermarket, Retail Service Quality (RSQ), Model Kano, Quality Function Deployment (QFD), Customer Needs =========================================================================================================== Supermarket, Retail Service Quality, Kano Model, Quality Function Deployment (QFD), Customer Needs |
| Subjects: | T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control) |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Romaito Situmorang |
| Date Deposited: | 20 Aug 2020 08:25 |
| Last Modified: | 29 Oct 2023 14:46 |
| URI: | http://repository.its.ac.id/id/eprint/79649 |
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