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ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN FUZZY- SERVQUAL DAN QFD

Andhista Putra, Firkham Bagas (2020) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN FUZZY- SERVQUAL DAN QFD. Undergraduate (S1) thesis, Universitas Muhammadiyah Malang.

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Abstract

Customer satisfaction is a measure of the company. Something that is needed by a person or group and manages to get the definition of satisfaction itself. Research that makes improvements to see the level of satisfaction of train station visitors using the Fuzzy Servqual and QFD methods, with these methods what standby stations are priority improvements at the station. The results obtained from the processing of the Quality Function Deployment (QFD) method, there are 16 negative gap results which will be processed further in QFD, and there are 11 results of technical responses from the company as an analysis of improvements.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201610140311111
Thesis Advisors: Muhammad Lukman, Adhi Nugraha
Keywords: Fuzzy Servqual, Quality Function Deployment, Stasiun Kota Baru, House of Quality
Subjects: T Technology > TS Manufactures
Divisions: Faculty of Engineering > Department of Industrial Engineering (26201)
Depositing User: 201610140311111
Date Deposited: 29 Sep 2020 02:07
Last Modified: 29 Sep 2020 02:07
URI : http://eprints.umm.ac.id/id/eprint/66877

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