Rancangan pengendalian kualitas pelayanan dalam industry perhotelan menggunakan pendekatan Quality Function Deployment (QFD) = Quality control service design in the hospitality industry using Quality Function Deployment (QFD) approach
| Main Authors: | Hasim Hanafie, author, Add author: Erlinda Muslim, supervisor, Add author: Dendi P. Ishak, examiner, Add author: Sri Bintang Pamungkas, 1945-, examiner, Add author: Amalia Suzianti, examiner |
|---|---|
| Format: | Masters Thesis |
| Terbitan: |
Fakultas Teknik Universitas Indonesia
, 2011
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| Subjects: | |
| Online Access: |
https://lib.ui.ac.id/detail?id=20297754 |
| ctrlnum |
20297754 |
|---|---|
| fullrecord |
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<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><type>Thesis:Masters</type><title>Rancangan pengendalian kualitas pelayanan dalam industry perhotelan menggunakan pendekatan Quality Function Deployment (QFD) = Quality control service design in the hospitality industry using Quality Function Deployment (QFD) approach</title><creator>Hasim Hanafie, author</creator><creator>Add author: Erlinda Muslim, supervisor</creator><creator>Add author: Dendi P. Ishak, examiner</creator><creator>Add author: Sri Bintang Pamungkas, 1945-, examiner</creator><creator>Add author: Amalia Suzianti, examiner</creator><publisher>Fakultas Teknik Universitas Indonesia</publisher><date>2011</date><subject>Quality Function Deployment</subject><description>Penelitian ini mengkaji keinginan pelanggan melalui Voice of Costumer (VOC) pada Hotel salak The Heritage. Pendekatan ini menggunakan ServQual (Service Quality) sebagai input VOC untuk diaplikasikan pada Costumer Profile Matrix (CPM) dan Quality Function Deployment (QFD) dengan mengaplikasikan Analytical Hierarchym Process AHP) sebagai perhitungan rating dari setiap permasalahan.
Tujuannya adalah untuk mengetahui urutan service yang diinginkan pelanggan melalui VOC dan dengan perhitungan AHP. Terdapat 19 Kriteria yang dihasilkan melalui metode ServQual yang tidak lain adalah VOC yang akan dianalisis. Hasil penelitian ini menyarankan 3 peringkat teratas untuk dijadikan landasan untuk memenuhi kepuasan pelanggan.
<hr><i>This study examines the customer through the Voice of Customer (VOC) at Hotel Salak The Heritage. This approach uses ServQual (Service Quality) as input VOC to be applied on the Customer Profile Matrix (CPM) and Quality Function Deployment (QFD) to apply the Analytical Hierarchy Process AHP) as the calculation of rating of each problem.
The aim is to determine the order of service that customers want throughm VOC and with AHP calculation. There are 19 criteria that were produced through the ServQual method to be analyzed. The results of this study suggest 3 top ranking to be used as the basis to comply with customer satisfaction.</i></description><identifier>https://lib.ui.ac.id/detail?id=20297754</identifier><recordID>20297754</recordID></dc>
|
| format |
Thesis:Masters Thesis Thesis:Thesis |
| author |
Hasim Hanafie, author Add author: Erlinda Muslim, supervisor Add author: Dendi P. Ishak, examiner Add author: Sri Bintang Pamungkas, 1945-, examiner Add author: Amalia Suzianti, examiner |
| title |
Rancangan pengendalian kualitas pelayanan dalam industry perhotelan menggunakan pendekatan Quality Function Deployment (QFD) = Quality control service design in the hospitality industry using Quality Function Deployment (QFD) approach |
| publisher |
Fakultas Teknik Universitas Indonesia |
| publishDate |
2011 |
| topic |
Quality Function Deployment |
| url |
https://lib.ui.ac.id/detail?id=20297754 |
| contents |
Penelitian ini mengkaji keinginan pelanggan melalui Voice of Costumer (VOC) pada Hotel salak The Heritage. Pendekatan ini menggunakan ServQual (Service Quality) sebagai input VOC untuk diaplikasikan pada Costumer Profile Matrix (CPM) dan Quality Function Deployment (QFD) dengan mengaplikasikan Analytical Hierarchym Process AHP) sebagai perhitungan rating dari setiap permasalahan.
Tujuannya adalah untuk mengetahui urutan service yang diinginkan pelanggan melalui VOC dan dengan perhitungan AHP. Terdapat 19 Kriteria yang dihasilkan melalui metode ServQual yang tidak lain adalah VOC yang akan dianalisis. Hasil penelitian ini menyarankan 3 peringkat teratas untuk dijadikan landasan untuk memenuhi kepuasan pelanggan.
<hr><i>This study examines the customer through the Voice of Customer (VOC) at Hotel Salak The Heritage. This approach uses ServQual (Service Quality) as input VOC to be applied on the Customer Profile Matrix (CPM) and Quality Function Deployment (QFD) to apply the Analytical Hierarchy Process AHP) as the calculation of rating of each problem.
The aim is to determine the order of service that customers want throughm VOC and with AHP calculation. There are 19 criteria that were produced through the ServQual method to be analyzed. The results of this study suggest 3 top ranking to be used as the basis to comply with customer satisfaction.</i> |
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