Pengembangan Kualitas Pelayanan pada Perusahaan Berbasis Product-Service System Menggunakan Metode Service Quality dan Quality Function Deployment (Studi Kasus: CV Access Media)

Hamidah, Nurush Shafa (2025) Pengembangan Kualitas Pelayanan pada Perusahaan Berbasis Product-Service System Menggunakan Metode Service Quality dan Quality Function Deployment (Studi Kasus: CV Access Media). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Perusahaan CV Access Media adalah perusahaan berbasis Product-Service System (PSS) yang bergerak di bidang teknologi digital, dengan fokus utama memberikan pelayanan pengembangan dan pengelolaan aplikasi. Sejak didirikan, perusahaan belum pernah melakukan evaluasi terhadap layanan yang ditawarkan sehingga belum memiliki pemahaman yang jelas mengenai sejauh mana kualitas layanan telah memenuhi harapan pelanggan. Selain itu, perusahaan menghadapi tantangan dalam mengembangkan layanannya karena belum memiliki standar kualitas yang tepat dalam memberikan layanannya kepada pelanggan. Penelitian ini bertujuan untuk mengevaluasi kualitas layanan CV Access Media agar nantinya dapat dilakukan pengembangan yang lebih terarah terhadap layanan yang diberikan. Metode yang digunakan dalam penelitian ini meliputi Service Quality (SERVQUAL) untuk mengukur kesenjangan antara harapan dan persepsi pelanggan terhadap layanan yang diberikan, serta Quality Function Deployment (QFD) untuk merancang perbaikan kualitas layanan berdasarkan atribut SERVQUAL yang perlu ditingkatkan sesuai dengan kebutuhan pelanggan. Hasil penelitian menunjukkan bahwa dari 28 atribut layanan yang diidentifikasi, sebanyak 27 atribut memiliki nilai gap negatif. Berdasarkan analisis prioritas menggunakan prinsip pareto, ditetapkan 15 atribut utama sebagai fokus perbaikan. QFD menghasilkan 21 respon teknis yang mampu menjawab kebutuhan pelanggan tersebut. Hasil perhitungan bobot absolut dan bobot relatif dari respon teknis menunjukkan beberapa strategi operasional prioritas, yang kemudian divalidasi melalui Focus Group Discussion (FGD) dengan pihak perusahaan. Validasi menunjukkan bahwa sebagian besar respon teknis dinilai feasible dan relevan untuk diimplementasikan. Dengan demikian, penelitian ini menghasilkan strategi operasional berbasis respon teknis untuk meningkatkan dimensi kualitas layanan yang masih bernilai negatif, sehingga diharapkan dapat meningkatkan kepuasan pelanggan dan daya saing perusahaan.
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CV Access Media is a Product-Service System (PSS)-based company operating in the digital technology sector, primarily focusing on application development and management services. Since its establishment, the company has not conducted a comprehensive evaluation of its services, resulting in a lack of clear understanding regarding the extent to which service quality meets customer expectations. Additionally, the company faces challenges in service development due to the absence of well-defined quality standards for delivering its services to customers. This study aims to evaluate the service quality of CV Access Media to facilitate a more structured improvement of the services provided. The research methodology includes Service Quality (SERVQUAL) to measure the gap between customer expectations and perceptions of the services and Quality Function Deployment (QFD) to design service quality improvements based on the SERVQUAL attributes that need enhancement according to customer needs. The results of the study show that out of 28 identified service attributes, 27 have negative gap values. Based on priority analysis using the Pareto principle, 15 key attributes were selected as the focus of improvement. The QFD process generated 21 technical responses that address these customer needs. The calculation of absolute and relative weights of the technical responses revealed several high-priority operational strategies, which were then validated through a Focus Group Discussion (FGD) with the company. The validation indicated that most of the technical responses were considered feasible and relevant for implementation. Thus, this study produces operational strategies based on technical responses to improve service quality dimensions with negative gaps, with the aim of enhancing customer satisfaction and the company’s competitiveness.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Product-Service System, Kualitas Layanan, Quality Function Deployment, SERVQUAL, SaaS, Product-Service System, Service Quality, Quality Function Deployment, SERVQUAL, SaaS
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Nurush Shafa Hamidah
Date Deposited:	28 Jul 2025 03:00
Last Modified:	28 Jul 2025 03:00
URI:	http://repository.its.ac.id/id/eprint/122105

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