ELVARETTA SUKAMTO, AURORA (2023) Analisis Kualitas Pelayanan Gojek Terhadap Kepuasan Pelanggan Dengan Integrasi Servqual – Kano – QFD (Studi Kasus Fakultas Teknik Universitas Sultan Ageng Tirtayasa). S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
The problem that occurs in the Untirta Faculty of Engineering regarding Go-ride services is a decrease in Go-ride users from 2020 to 2022. This decrease is caused by users complaining about unsatisfactory Go-ride services, such as drivers being unfriendly and impolite, among other issues. Based on the issues faced by the Gojek company, a study was conducted on service quality using the Servqual, Kano, and Quality Function Development (QFD) methods. This study aims to identify attributes that do not meet customer expectations, determine priority attributes for improvement, and prioritize improvement efforts that the company can undertake to enhance the quality of Go-ride services. Questionnaires were distributed to 97 respondents. The research findings revealed that there are 8 attributes with a negative gap. The priority attribute that needs improvement is drivers always being friendly and polite to customers, based on an adjusted importance value of 5,46. Furthermore, the priority for improvement that the company can undertake is to reward drivers who consistently adhere to the standard operating procedures (SOP), with a relative weight percent value of 51,03%. The conclusion drawn from this study is that there are 8 customer needs that still do not meet customer expectations. The priority attribute that needs improvement is drivers always being friendly and polite to customers. The priority efforts for improvement that the company can undertake involve rewarding drivers who consistently adhere to SOP.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Permasalahan yang terjadi di Fakultas Teknik Untirta mengenai pelayanan Go-ride adalah terjadi penurunan pengguna Go-ride dari tahun 2020-2022. Penurunan ini disebabkan karena pengguna mengeluhkan pelayanan Go-ride yang kurang memuaskan seperti pengemudi tidak bersikap ramah dan sopan, dan lain-lain. Berdasarkan permasalahan yang terjadi di perusahaan gojek dilakukan penelitian mengenai kualitas pelayanan menggunakan metode Servqual, Kano, Quality Function Development (QFD). Penelitian ini bertujuan untuk mengetahui atribut yang belum memenuhi harapan pelanggan, menentukan prioritas atribut yang akan diperbaiki, memberikan prioritas upaya perbaikan yang dapat dilakukan perusahaan untuk meningkatkan kualitas pelayanan Go-ride. Penyebaran kuesioner diberikan kepada 97 responden. Hasil penelitian ini adalah terdapat 8 atribut yang memiliki gap negatif. Prioritas atribut yang harus diperbaiki adalah pengemudi selalu bersikap ramah dan sopan kepada pelanggan berdasarkan nilai adjusted importance sebesar 5,46. Kemudian diperoleh prioritas perbaikan yang dapat dilakukan perusahaan yaitu memberikan penghargaan kepada penegmudi yang selalu menerapkan SOP dengan baik berdasarkan nilai relative weight percent sebesar 51,03%. Kesimpulan dari penelitian ini adalah terdapat 8 kebutuhan pelanggan yang masih belum memenuhi harapan pelanggan, atribut prioritas yang harus diperbaiki adalah pengemudi selalu bersikap ramah dan sopan pada pelanggan, dan prioritas upaya perbaikan yang dapat dilakukan oleh perusahaan adalah memberikan penghargaan kepada pengemudi yang selalu menerapkan SOP dengan baik. | |||||||||
| Uncontrolled Keywords: | Gojek, Kano Model, Servqual, Quality Function Deployment (QFD). Gojek, Model Kano, Servqual, Quality Function Deployment (QFD) | |||||||||
| Subjects: | T Technology > T Technology (General) | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Aurora Elvaretta Sukamto | |||||||||
| Date Deposited: | 21 Jul 2023 14:05 | |||||||||
| Last Modified: | 25 Jul 2023 11:07 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/27017 |
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