ANALISIS PERENCANAAN STRATEGI PENINGKATAN KUALITAS PELAYANAN KONSUMEN DENGAN METODE QUALITY FUNCTION DEPLOYMENT (QFD)
Abstract
Abstrak
Mawadah Ratu merupakan salah satu usaha kecil yang bergerak di bidang pangan yaitu roti, yang berada di Malang, Jawa Timur. Permasalahan yang dialami adalah kurang mampu bersaing dengan pesaing dari segi promosi, dan ingin meningkatkan kualitas pelayanan konsumen. Tujuan dari penelitian ini adalah mengetahui perencanaan strategi peningkatan kualitas pelayanan yang dapat diterapkan oleh UKM Mawadah Ratu dengan metode Quality Function Deployment (QFD). Pengambilan data dilakukan pada bulan Juli 2012 dengan jumlah responden sebanyak 60 orang. Hasil uji validitas dan reliabilitas menunjukkan bahwa butir-butir pertanyaan yang berjumlah 12 butir, baik untuk kuesioner tingkat kepentingan maupun tingkat kepuasan, semuanya valid dan reliabel. Perencanaan strategi peningkatan kualitas pelayanan konsumen yang dapat diterapakan di adalah dengan membuat jadwal kerja yang jelas untuk karyawan dalam menjaga outlet, membuat jadwal pembersihan outlet, membuat media informasi, mempertimbangkan untuk menyediakan produk dalam kemasan kardus kecil, dan membuka outlet di tepi jalan raya atau bekerja sama dengan pihak lain.
Kata kunci: kualitas pelayanan, perencanaan strategi, QFD
Abstract
Mawadah Ratu is a small bussines involved in the food industry that produces bread, located in Malang, East Java. Problems experienced are inability to compete with competitors in promotion, and wants to improve customer service quality. Research objective is to know the quality improvement strategic planning that can be applied with Quality Function Deployment (QFD) method. Data collection was conducted in July 2012 with 60 respondents. Validity and reliability test indicated that all questions are valid and reliable, in total of 12 items for both interest rates and levels of performance, are all valid and reliable. It can be concluded that the applicable strategic planning is to make a clear working shift for the in the outlet, clear schedule in maintaining and cleaning the outlet, utilize media information, consider providing products in smacll packed boxes, and open outlets at the roadside of a main street or cooperate with other parties.
Keywords: QFD, service quality, strategic planning
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