Penerapan Metode Quality Fungtion Depeloyment Guna Meningkatkan Kualitas Pelayanan Jasa Pada Koperasi Agroniaga Indonesia Syariah

PENERAPAN METODE QUALITY FUNCTION DEPLOYMENT GUNA MENINGKATKAN KUALITAS PELAYANAN JASA PADA  KOPERASI AGRONIAGA INDONESIA SYARI’AH

Ahmad Yani
PT. Visiland Dharma Sarana Jakarta Pusat
E-mail: yani.06djava@gmail.com

ABSTRACT

 
The research objective was to implement QFD (Quality Function Deployment) to improve the quality of service on Kanindo Shari’ah. Variables consisted of direct evidence, reliability, responsiveness, assurance, empathy. Phase of the QFD were (1) poll (Voice of  Customer), (2) analysis with QFD, (3) the preparation of Quality Houses. Respondents were customers on Kanindo Shari’ah, namely 40 customers who were collected by using accidental sampling. The results showed that the improvement in the quality of  services performed by observing attributes of interest to the customer. Then, the customer satisfaction performance attributes were  the most satisfying hospitality and good communication. Competitive satisfaction performance attributes satisfied customer was adequate infrastructure. Goal was the most preferred attribute settle by Kanindo Shari’ah. The highest value on Improvement Ratio was the speed, precision and accuracy of serving customers. Sales point showed a strong level of sales. Finally, the  analysis of the results obtained planning quality improvement services in the form of House Of Quality (HOQ)

Keywords: Quality function deployment, direct evidence, reliability, responsiveness, assurance, empathy, house of quality