UPAYA PENINGKATAN KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) PADA MAITREYA KOPI MALANG

This research was titled "Efforts to Improve Service Quality Using the Quality Function Deployment (QFD) Method at Maitreya Coffee Malang." The aim of this study was to determine which technical responses should be prioritized to improve service quality based on the results of the House of Quality at Maitreya Kopi. The analysis showed that there were 12 service attributes that needed improvement and 5 prioritized responses to be undertaken as efforts to enhance service quality, namely: 1) Providing better service to customers; 2) Offering comfort to customers; 3) Providing good facilities for customers; 4) Improving service speed to customers; 5) Giving good responses to address customer complaints. It was hoped that this research could serve as a consideration for Maitreya Kopi in improving service quality.