Open AccessRancangan Perbaikan Kualitas Pelayanan Jasa Dengan Metode Servqual, Importance Performance Analysis, Dan Quality Function Deployment Pada Plasa Telkom Cabang Dinoyo Surabaya
Author(s) -
Angga Bagus Dharmawan,
Febriana Wurjaningrum
Publication year - 2016
Publication title -
jurnal manajemen teori dan terapan/jurnal manajemen teori dan terapan
Language(s) - English
Resource type - Journals
eISSN - 2548-2149
pISSN - 1979-3650
DOI - 10.20473/jmtt.v7i3.2712
Subject(s) - servqual , quality function deployment , service quality , customer satisfaction , business , service (business) , business administration , quality (philosophy) , marketing , operations management , engineering , new product development , philosophy , epistemology
Measuring the level of customer satisfaction is one of the important factors to overcome the competition is rapidly increased. By knowing the level of customer satisfaction from services provided, the company could undertake the mapping of improved service quality. By using the integration method servqual, IPA, and QFD, the service provider is able to determine the level of customer satisfaction and straightly can make improvements of service with low levels of satisfaction. This research was conducted at Plasa TELKOM Dinoyo Surabaya’s branch. From the questionnaires showed that all the attributes of service quality in the questionnaire have a negative gap value. In IPA method showed 6 attributes with high importance and low value the fact. The quality improvement to be done such as improving the application of SOP, increasing the number of officers, officials periodically evaluate, reward the best employees every month, the maximization of information technology systems, and implementing 4S culture are really needed.