PENERAPAN METODE QFD (QUALITY FUNTION DEPLOYMENT) PADA HOTEL PELANGI I MALANG

Dewi, Natalia Kristian (2007) PENERAPAN METODE QFD (QUALITY FUNTION DEPLOYMENT) PADA HOTEL PELANGI I MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Keywords: QFD This research is a survey with the title "Application of QFD Method for Improving Service Quality At Rainbow Hotel I Malang". The purpose of this research is to plan for improving the quality of service at Hotel Rainbow I Malang and to Make House Of Quality (HOQ). One definition of quality is a dynamic state associated with products, services, people, processes and environments that meet or exceed customer expectations in this respect hotel guests or customers. Hotel Pelangi Malang I had been performing their duties and functions well, but lately has been a decline in the number of hotel guests or customers, especially in the standard class rooms so important to know the cause. So to answer the need to analyze the problem using the method of application of Quality Function Deployment in which oriented consumer desires. Quality Function Deployment is one of the ways or means of analysis of consumer needs in designing a product or service with the specification of consumer desire. Applications in planning (designing) the steps (methods) class service and amenities of this standard will be felt from the results of an exhaustive analysis of every word of hotel guests or customers. The result of questionnaire data show the importance of each requirement (attribute) and the performance of the internal (Hotel Pelangi Malang I) and the competitor. The existence of benchmarking in this method allows the analysis of systems to design products or services in accordance with the level of interest in accordance with customer needs or hotel guests as well as the level of competition than the equivalent type of hotels such as Hotel Grand Palace Malang. From the analysis results can be seen that the attributes that get top priority for hotel guests or customers is the ease and smoothness of booking a place for a particular event. From the results of Quality Houses can be seen that the technical aspects of the most emphasized is the technical aspect of the 1st of establishing peace and comfort of guests

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Zainul Afandi
Date Deposited: 23 May 2012 04:34
Last Modified: 23 May 2012 04:34
URI: http://eprints.umm.ac.id/id/eprint/5761

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