Strategi Peningkatan Kualitas Pelayanan Berdasarkan Metode Servqual dan Quality Function Deployment (Studi Kasus Rumah Makan X)
Kata Kunci:
Service Quality, Quality Function Deployment, House of QualityAbstrak
Curug Senja Restaurant experienced a decrease in customers and received complaints regarding service quality. This research was conducted using Servqual and Quality Function Deployment methods. The Servqual method is used to determine gap 5, namely the gap between customer perceptions and expectations which will later be used as input for the QFD method. The Quality Function Deployment (QFD) method, to be precise, the making of theHouse
of Quality (HOQ) is used to produce an attribute improvement strategy. Service qualityattributes are prepared based on previous research and actual conditions in restaurants. The results from Servqual obtained 15 out of 27 attributes that had a negative Gap value of 5 andthere were 18 Technical Responses to meet customer satisfaction. Customer Needs and Technical Response are processed using a pareto diagram to produce 80% of the attributesthat are prioritized to
improve service quality at the Curug Senja Restaurant. Keywords: Service Quality, Quality Function Deployment, and House of Quality
Rumah Makan X mengalami penurunan pelanggan dan mendapat keluhan terkait kualitas pelayanan. penelitian ini dilakukan dengan menggunakan metode Servqual dan Quality Function Deployment. Metode Servqual yang digunakan untuk mengetahui gap 5 yaitukesenjangan antara persepsi dan ekspektasi pelanggan yang nantinya akan dijadikan inputuntuk metode QFD.
Metode Quality Function Deployment (QFD) tepatnya pembuatan House of Quality (HOQ) digunakan untuk menghasilkan sebuah strategi perbaikan atribut. Atributkualitas pelayanan disusun berdasarkan penelitian terdahulu dan kondisi aktual di rumahmakan. Hasil dari Servqual didapat 15 dari 27 atribut yang memiliki nilai Gap 5 negatif danterdapat 18 Technical Response untuk memenuhi kepuasan pelanggan. Costumer Needs dan Technical Response diolah
menggunakan diagram pareto untuk menghasilkan 80% artibut yang di prioritas untuk meningkatkan kualitas pelayanan pada Rumah Makan X. Kata kunci: Service Quality, Quality Function Deployment, dan House of Quality
