PENERAPAN METODE QUALITY FUNCTION DEPLOYMENT GUNA MENINGKATKAN KUALITAS PELAYANAN JASA PADA KOPERASI AGRONIAGA INDONESIA SYARI’AH
DOI:
https://doi.org/10.22219/jmb.v3i1.1718Abstract
AhmadYani
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
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