Open AccessIMPLEMENTASI QUALITY FUNCTION DEPLOYMENT DALAM KUALITAS LAYANAN FAKTOR-FAKTOR MOTIVASI KEPADA PELANGGAN INTERNAL PADA BALITBANG KOTA SURABAYA
Author(s) -
Soedjono Soedjono
Publication year - 2016
Publication title -
ekuitas
Language(s) - English
Resource type - Journals
eISSN - 2548-5024
pISSN - 1411-0393
DOI - 10.24034/j25485024.y2001.v5.i2.1925
Subject(s) - business , service (business) , service quality , quality (philosophy) , work (physics) , marketing , value (mathematics) , business administration , quality function deployment , function (biology) , operations management , engineering , mathematics , statistics , mechanical engineering , philosophy , epistemology , evolutionary biology , biology , new product development
Nowadays rumor spreads among non managerial officials or commonly called internal customers of being unsatisfied for the quality service of motivation factors provided by the organization of the Research and Development Board of the City of Surabaya. The quality or the value of service expected by the officials will positively or negatively influence the work satisfaction, and the work satisfaction will influence the quality of the individual performance, then the quality of the individual performance will influence the quality of organization performance. Therefore, efforts to identity the quality of the work satisfaction which is expected and enjoyed by the officials are very important in trying to minimize the gap. The method of analysis employed here is Quality Function Deployment, one of the planning instrument to apply the Tobel Quality Management, the main objective of which is to determine the interval customers, i.e. the planning method of the service development which specializes on the needs and wants of the customers, by conducting survery on the internal customers satisfactionThe results of the study can be expressed in the following. (1) The highest expected value of the service satisfaction is the achievement variable of 4-91, but the real service value is 3.30. Thus the gap value is 1.61, higher than 1 (>1), which means that it is not satisfactory. This is because at this time, the organization doesn’t care much of the officials achievement. (2) The lowest expected value of the variable is 3.96, that is for the techical supervisio, but the gap value is 0,83, lower than 1 ( 1) which means unsatisfactory can be stated here in the order beginning with the highest = interpersonal relation = 1.82, advancement = 1.78, achievement 1.61, working condition = 1.48, company policies and administration 1.29, attractiveness = 1.18, recognition = 1.09 and responsibility = 1.3 (1.037). Thus those variables should be observed by the organization in order to undergo changes to minimize the gap between expectation and satisfaction that exists now.