GOENAWAN, ANDANA HARIS (2021) ANALISIS KEPUASAN PELANGGAN DI METRO MUSIK MALANG DENGAN MENGGUNAKAN METODE SERVQUAL, IPA, DAN QFD. Masters thesis, UNIVERSITAS MA CHUNG.
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Abstract
Metro Musik is a shop that sells musical equipments which is quite well known in Malang City, and provides educational services in the field of music. This service quality research was conducted, because Metro Musik assessed that the decline was not only caused by the pandemic, but also the lack of customer satisfaction with the services provided by Metro Musik from the criticisms submitted by buyers on the quality of service at Metro Musik Malang. This study aims to identify service quality with the Servqual method and prioritize improvements to service quality with the Importance Performance Analysis (IPA) method, provide suggestions for improvements using the Quality Function Deployment (QFD) method to improve service quality, and measure service quality at Metro Musik Malang after repairs
using the Servqual method. Based on the calculation of GAP 5, it is known that all attributes are not in accordance with custmer expectations or the quality of service
at Metro Musik Malang is considered unfavorable. Then, the IPA analysis carried out has 4 prioritized attributes, namely attributes number 2, 8, 10, and 11. There are
5 suggestions for improvement to improve quality, namely training employees to be more agile in serving customers, making reminders with notes on the schedule that detail, displaying the shape and color of product photos realistically and explaining the appropriate product specifications, planning to add 1 to 2 employees,
and store renovations. However, of the five proposals only three were implemented. The results of the application provide a 35% increase in customer satisfaction with
service quality at Metro Musik Malang. Attributes number 2, 8 and 10 have increased customer satisfaction, but attribute number 11 has decreased.Keywords: Servqual, QFD, IPA
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | TUGAS AKHIR |
| Subjects: | T Technology > T Technology (General) |
| Divisions: | Fakultas Teknologi dan Desain > S1 Teknik Industri |
| Depositing User: | Surya |
| Date Deposited: | 16 Dec 2024 08:00 |
| Last Modified: | 16 Dec 2024 08:00 |
| URI: | http://repository.machung.ac.id/id/eprint/606 |
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