ANALISIS KUALITAS PELAYANAN JASA FIXED BROADBAND DENGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN QUALITY FUNCTION DEPLOYMENT (QFD) DI PT.X
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Institusion
Universitas Pembangunan Nasional Veteran Jakarta
Author
Utamy Maharani Putri, .
Subject
H Social Sciences (General)
Datestamp
2021-09-22 04:00:47
Abstract :
This research was conducted to analyze the quality of telecommunications services that have been provided by PT.X to each of its customers. The problem faced by PT.X is that there are complaints addressed by customers which indicate that there is dissatisfaction with the services provided by PT.X. The purpose of this research is to obtain the attributes that are priority improvements and obtain the best method so that it can recommend the design of proposes improvements to improve service quality at PT.X and Quality Function Deployment (QFD) which is modeled in the form of House of Quality. Based on results of this research indicate that the integration between the two methods is quite effective to analyze the quality of services in PT.X. The attribute that is a priority for improving service quality is how the customer care staff?s ability to answer questions is enough to convince me that the problem can be solved. Furthermore, technical steps that are the pain priority that are used as recommendations in an effort to improve the quality of customer satisfaction are to conduct periodic evaluations and briefings for all employees in order to obtain good product knowledge.
This research was conducted to analyze the quality of telecommunications services that have been provided by PT.X to each of its customers. The problem faced by PT.X is that there are complaints addressed by customers which indicate that there is dissatisfaction with the services provided by PT.X. The purpose of this research is to obtain the attributes that are priority improvements and obtain the best method so that it can recommend the design of proposes improvements to improve service quality at PT.X and Quality Function Deployment (QFD) which is modeled in the form of House of Quality. Based on results of this research indicate that the integration between the two methods is quite effective to analyze the quality of services in PT.X. The attribute that is a priority for improving service quality is how the customer care staff?s ability to answer questions is enough to convince me that the problem can be solved. Furthermore, technical steps that are the pain priority that are used as recommendations in an effort to improve the quality of customer satisfaction are to conduct periodic evaluations and briefings for all employees in order to obtain good product knowledge.
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