UMM Institutional Repository

PERENCANAAN KUALITAS DENGAN METODE SERVQUAL, KANO MODEL DAN QFD UNTUK PERBAIKAN KEPUASAN PELAYANAN (STUDI KASUS PT. POS INDONESIA CABANG PUSAT PAMEKASAN)

Arvianto, Prayoga Aditya (2020) PERENCANAAN KUALITAS DENGAN METODE SERVQUAL, KANO MODEL DAN QFD UNTUK PERBAIKAN KEPUASAN PELAYANAN (STUDI KASUS PT. POS INDONESIA CABANG PUSAT PAMEKASAN). Undergraduate (S1) thesis, Universitas Muhammadiyah Malang.

[img]
Preview
Text
pendahuluan.pdf

Download (7MB) | Preview
[img]
Preview
Text
BAB I.pdf

Download (368kB) | Preview
[img]
Preview
Text
BAB II.pdf

Download (777kB) | Preview
[img]
Preview
Text
BAB III.pdf

Download (1MB) | Preview
[img]
Preview
Text
BAB IV.pdf

Download (1MB) | Preview
[img] Text
BAB V.pdf
Restricted to Registered users only

Download (602kB) | Request a copy
[img] Text
BAB VI.pdf
Restricted to Registered users only

Download (257kB) | Request a copy
[img]
Preview
Text
LAMPIRAN.pdf

Download (1MB) | Preview

Abstract

The results of this study were carried out as an identification of problems in the Pamekasan central branch post office services to get improvements so as to provide satisfaction to customers. This research uses servqual, kano and QFD methods, using servqual method is done to be able to describe the attributes in the identification stage of the problem so that it gets 44 attributes in the quality of service that will be used as research, from the results carried out integration with the kano method to find out the categories in each attribute, then the QFD method aims to develop attributes to be prioritized. The purpose of this study is to determine customer satisfaction and determine the priority attributes of improvement and provide improvements to the services provided. The results of the research conducted there are 44 attributes and 8 priority attributes proposed in the improvement and 6 technical responses that can make recommendations for the company including providing additional facilities for office facilities, officers can understand the problems experienced by customers, conduct periodic monitoring of employee performance, provide explanations appropriate and clear information, maximizing the ability of employees preformance to the specific needs of customers and officers always apply neat appearance.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201610140311031
Thesis Advisors: Ilyas Masudin (0710047601), Muh. Lukman (0728076501)
Keywords: Quality Planning, Service Quality, Kano Model, Quality Function Deployment (QFD)
Subjects: T Technology > T Technology (General)
T Technology > TD Environmental technology. Sanitary engineering
Divisions: Faculty of Engineering > Department of Industrial Engineering (26201)
Depositing User: 201610140311031
Date Deposited: 02 Jun 2020 06:59
Last Modified: 02 Jun 2020 06:59
URI : http://eprints.umm.ac.id/id/eprint/61215

Actions (login required)

View Item View Item
UMM Official

© 2008 UMM Library. All Rights Reserved.
Jl. Raya Tlogomas No 246 Malang East Java Indonesia - Phone +62341464318 ext. 150, 151 - Fax +62341464101
E-Mail : infopus[at]umm.ac.id - Website : http://lib.umm.ac.id - Online Catalog : http://laser.umm.ac.id - Repository : http://eprints.umm.ac.id

Web Analytics

UMM Institutional Repository is powered by :
EPrints Logo