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ANALISIS PELAYANAN JASA GALERI INDOSAT SA TUBAN DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN QUALITY FUNCTION DEPLOYMENT (QFD)

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Customer's satisfaction measurement is an important element in providing better services,
more efficiently and effectively. Customer satisfaction is a condition in which the desires,
expectations and needs of customers are met. A service is considered satisfactory if the
service can meet the needs and expectations of customers. To get the satisfaction of
customers, PT. Indosat offers customer service. The desire to satisfy the customer also wants
to be realized by Galeri Indosat Tuban services by improving customer service Galeri
Indosat Tuban. With the number of users who came to the Galeri Indosat Tuban each day
(50-80 people/day) makes the performance of customer service is very necessary to be
considered. Level of customer satisfaction is measured through customer surveys with
respondents who came in Galeri Indosat Tuban, while the observed attribute refers to the
tangible dimension, Reliability, Responsiveness, Empathy and Assurances. From the results
of the survey then conducted customer satisfaction measurement and calculation of gap
analysis (SERVQUAL). For priority weighting to be retrieved using IPA method. As for the
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strategies/actions to be taken in order to improve service quality using Quality Function
Deployment (QFD). From the results of the study data processing obtained gap that occurs
indicates the negative gap in all dimensions of the service. This means that customer
expectations are higher than reality services received. From the analysis of the IPA with the
Cartesian diagram taken priority attribute improvements located in quadrant A and C, these
attributes will fill customer need space on House of Quality. Based on the analysis of the data
can be provided in the form of a draft recommendation concept development services to
Galeri Indosat Tuban as recommendations for improvement of service quality in order to
increase customer satisfaction and loyalty to the service Indosat Gallery Tuban.

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Series Title

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Call Number

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Publisher

Tuban : Unirow Tuban., 2014

Collation

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Language

Indonesia

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Classification

NONE

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Edition

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Subject(s)

Customer service, Important Performance Analysis (

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Statement of Responsibility

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