Penerapan Quality Function Deployment dalam Meningkatkan Kualitas Pelayanan Terminal Angkutan Umum (Studi Kasus Terminal Angkutan Umum Sungguminasa-Gowa)

Rauf, Nurhayati (2002) Penerapan Quality Function Deployment dalam Meningkatkan Kualitas Pelayanan Terminal Angkutan Umum (Studi Kasus Terminal Angkutan Umum Sungguminasa-Gowa). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Terminal merupakan prasarana transportasi jalan untuk keperluan memuat dan menurunkan orang dan barang serta mengatur kedatangan dan pemberangkatan kendaraan umum yang merupakan salah satu wujud simpul jaringan transportasi angkutan jalan. Terminal angkutan umum sebagai suatu wadah yang bergerak di bidang pelayanan umum sebaiknya dikelola sebagaimana layaknya suatu usaha yang bergerak di bidang jasa. Sebagai salah satu organisasi jasa yang berorientasi non-profit, kualitas pelayanannya harus pula diperhatikan karena akan meningkatkan citra dari organisasi tersebut.
Dalam melakukan peningkatan kualitas pelayanan terminal angkutan umum, peneliti menerapkan Quality Function Deployment (QFD). Dengan penerapan QFD, dapat diperoleh informasi mengenai atribut-atribut pelayanan apa saja yang diinginkan dan dipentingkan oleh masyarakat pengguna terminal, serta respons teknis apa saja yang diprioritaskan oleh pihak pengelola untuk memenuhi keinginan masyarakat dalam usaha meningkatkan kualitas pelayanannya.
Hasil akhir dari penelitian ini menunjukkan bahwa penerapan QFD di Terminal Angkutan Umum Sungguminasa Gowa dapat meningkatkan kualitas pelayanan. Rata-rata tingkat kepuasan pelayanan yang sebelumnya kurang memuaskan (level 2) meningkat menjadi cukup memuaskan hingga memuaskan (level 3 dan 4).
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Terminal is a road transportation facility used to load and unload passengers and goods, as well as to arrange the arrival and departure of public transportation vehicles, serving as one of the nodes in the road transportation network. A public transportation terminal, as a public service organization, should be managed as a service-oriented business organization. As a non-profit organization, the service quality of this organization should be improved, as it will be reflected in the organization’s image.
In this research, Quality Function Deployment (QFD) was applied to improve the service quality of the public transportation terminal. By applying QFD, information can be obtained regarding which service quality attributes are desired and considered important by customers, as well as which technical responses should be prioritized by management to fulfill customer demands in an effort to improve service quality.
The final result of this research, which applied QFD to the public transportation terminal of Sungguminasa-Gowa, shows that service quality was improved, with the average satisfaction level increasing from “not satisfied” (level 2) to “fairly satisfied” to “satisfied” (levels 3 and 4).

Item Type:	Thesis (Masters)
Additional Information:	RT 658.562 Rau p
Uncontrolled Keywords:	QFD, Peningkatan Kualitas Pelayanan, QFD, Improve The Service Quality
Subjects:	T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control)
Divisions:	Faculty of Industrial Technology > Industrial Engineering > 26101-(S2) Master Thesis
Depositing User:	magang .
Date Deposited:	25 Sep 2026 01:45
Last Modified:	25 Sep 2026 01:45
URI:	http://repository.its.ac.id/id/eprint/144889

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