Perbaikan Kualitas Layanan GOJEK Cabang Kota Padang Dengan Menngunakan Quality Function Deployment (QFD)
Abstract
Online transportation is a necessary of today society to do mobility. One important thing to do is to provide good products and services to produce a high level of satisfaction. This research was conducted on GOJEK online transportation (online taxi) Padang City region. Improving the quality of this product is done to identify the desires of customers. The method of measuring product quality used is the Serqual and Quality Function Deployment (QFD) method. The results of Serqual are known to be the highest level of satisfaction, namely price compatibility with service quality and the lowest level of satisfaction, namely the knowledge of the driver regarding the services offered. QFD is planning to develop improvements to product weaknesses obtained from the results of Importance-Performance Analysis. From QFD, House of Quality (HOQ) was obtained, which was a plan for developing improvements and obtaining priority products to be improved by GOJEK Padang city region, among others: Driver's knowledge of Padang city streets and driver's reading ability.
Keywords: Service Quality, Importance Performance Analysis, Quality Function Deployment.
References
Mustaniroh, A. S. Lestari, R. E dan Sari, N. E. 2010. Penilaian Kepuasan Konsumen Terhadap Kualitas Pelayanan Menggunakan Metode SERVQUAL (Service Quality) (Studi Kasus Pada “Wroeng X” Cab. Soekarno Hatta, Malang). Jurnal Teknologi Pertanian 11(3): 152-161
Tjiptono Fandy, Chandra Gregorius, 2005, Service Quality Satisfaction, Andi, Yogyakarta.
Vincent Gaspersz, 2001, Total Quality Mnagement, PT Gramedia Puastaka Utama, Jakarta.
Endang Suhendra, Suroto, 2014, Penerapan Metode Quality Function Deployment (QFD) Dalam Upaya Peningkatan Kualitas Pelayanan Akademik pada UB, 7 (4): 372-386
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Published
2019-02-21
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