Perancangan Perbaikan Layanan E-commerce Magma Apparel Menggunakan Metode Quality Function Deployment

Dina Dwi Novella, Sari Wulandari, Boby Hera Sagita

Abstract

Abstrak Penelitian ini bertujuan untuk memberikan rekomendasi untuk meningkatkan kualitas layanan e-commerce Magma Apparel berdasarkan 15 true customer needs yang didapatkan dari penelitian sebelumnya yaitu “Perancangan Kebutuhan Layanan E-commerce Magma Apparel Dengan Menggunakan Refined Kano dan Metode E-servqual†dengan menggunakan metode Quality Function Deployment (QFD). QFD dilakukan menggunakan dua tahap yaitu Iterasi satu (House of Quality) untuk mengidentifikasi true customer needs yang digunakan untuk menentukan karakteristik teknis prioritas. dan Iterasi dua (Part Deployment) menentukan critical part prioritas berdasarkan karakteristik teknis prioritas. Hasil dari penelitian ini adalah menghasilkan 10 karakteristik teknis prioritas yang akan dikembangkan pada tahap selanjutnya, dan menghasilkan 11 critical part prioritas. Rekomendasi akhir didapatkan dari hasil pengolahan data, studi literatur, brainstorming dengan pihak perusahaan dan benchmarking dengan pesaing Kata Kunci : Quality Function Deployment (QFD), House of Quality (HoQ), Part Deployment, Ecommerce
Abstract This study aims to provide an assessment to improve the quality of e-commerce services for Magma Clothing based on 15 true customer needs obtained from previous research, namely "Designing Magma Clothing E-commerce Service Needs Using the Enhanced Canoe and E-servqual Method" using the Function method Placement Quality (QFD). QFD is carried out using three cups, i.e. Iteration one (House of Quality) to properly understand customer needs used to determine priority technical characteristics. The next stage is developing a concept to create several alternative concepts and will be chosen by the Magma Apparel to be developed. The last step, Part Iteration (Part Deployment) determines the critical priority part based on the priority technical characteristics. The results of this study produce 10 priority technical characteristics which will be developed at a later stage, and produce 11 critical priority sections. Final recommendations are obtained from the results of data processing, literature studies, brainstorming with companies and benchmarking with competitors. Keywords : Quality Function Deployment (QFD), House of Quality (HoQ), Part Deployment, Ecommerce

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