Aplikasi integrasi servqual, Kano's model dan QFD dalam merumuskan langkah prioritas strategis pada lembaga pendidlkan "X" di Surabaya

Ongkodjojo, Hidajat (2010) Aplikasi integrasi servqual, Kano's model dan QFD dalam merumuskan langkah prioritas strategis pada lembaga pendidlkan "X" di Surabaya. Masters thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Improvement of service quality and enhance customer satisfaction level are the aim of most companies in intensified competition. That is why the measurement of satisfaction levels and identification customer needs are two crucial activities. This research measures the satisfaction level by assessing the existing service gaps, and identify the critical service quality attributes that reflect the most highly impact of customer needs. It is used established integrative SERVQUAL (Service Quality) and Kano Model into Quality Function Deployment in an educational institute in Surabaya. It results several existing service gaps and identified the critical quality attributes. The identified critical quality attributes are used as voice of customer or "whats" of HOQ that will be translated to the prioritized strategic service improvement action plan or "hows" of HOQ. This action plan is addressed to close the existing service gap that will increase customer satisfaction level effectively. So the findings are quantitative service gaps, identified critical service quality attributes and a set of improvement action plan. This integrative method is suitable and valuable for practical implementation that can be used periodically. It might be used as continuous improvement tools.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Service quality, kano model, QFD, customer satisfaction, critical attributes, voice of customer, HOQ, prioritized strategic service improvement
Subjects: Business
Business > Strategic Management
Divisions: Graduate School > Master Program in Management
Depositing User: Sri Kusuma Dewi
Date Deposited: 26 Jun 2015 08:27
Last Modified: 26 Jun 2015 08:27
URI: http://repository.wima.ac.id/id/eprint/2869

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