PENERAPAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) DALAM UPAYA PENENTUAN STANDAR KUALITAS PELAYANAN ARENA FUTSAL KOTA SERANG

YUNIKE, HILDA (2016) PENERAPAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) DALAM UPAYA PENENTUAN STANDAR KUALITAS PELAYANAN ARENA FUTSAL KOTA SERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

This study was lifted from the formulation of the problem that originated from problems of the determining factors of quality and service quality standards are not yet known in the futsal arena Serang. The problems of the study was conducted the research with Quality Function Deployment with the House of Quality by using benchmarking which aims to determine customer needs so that each functional area of the organization or company can act against functional services that exist and can be specified service quality standards in accordance with the needs and desires of consumers. Data was gathered by a survey method with questionnaire tools for 105 customers of three futsal arena that has the highest occupancy rate as its should been Wangsa Jaya Futsal, Futsal, Flaminggo Radar Banten Futsal, as well as direct interviews and observations towards the three managers of the futsal arena. Results from this study is a standards based on benchmarking. Each technical standards can be used as input for the futsal arena in Serang city to improve the quality of its service. The technical standards include (1) the type of field vinyl Europe (2) the use of 9 blowers and designed half-open (3) lighting field with 5 LED spotlights 400 watt (4) seat spectator stands and additional chairs and tables (5) the use of 4 toilets were always clean and fragrant. Keywords: Quality Function Deployment, Benchmarking, Service Quality Standards.

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Thesis (S1)

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