Rancangan Peningkatan Kualitas Pelayanan Pada Bengkel Bandung Custom Automobile Menggunakan Metode Quality Function Deployment (Qfd)

Abstract

Abstrak Customer satisfaction merupakan suatu kondisi yang memberikan kontribusi secara positif terhadap pendapatan perusahaan. Salah satu yang mempengaruhi customer satisfaction adalah kualitas pelayanan. Dimensi service quality yang dapat mempengaruhi rancangan peningkatan kualitas pelayanan. Penelitian ini bertujuan untuk membua rancangan peningkatan kualitas pelayanan bengkel Bandung Custom Automobile. Mengetahui bagaimana pengaruh rancangan peningkatan kualitas pelayanan berdasarkan voice of customer mempengaruhi customer satisfaction di bengkel Bandung Custom Automobile. Penelitian ini menggunakan bantuan software SPSS 26 for windows. Populasi yang digunakan pada penelitian ini adalah konsumen yang melakukan transaksi di bengkel Bandung Custom Automobile yaitu sebanyak 96 konsumen. Pengumpulan data menggunakan kuesioner yang berisi 16 item pernyataan terkait dengan kualitas pelayanan yang diukur dengan dimensi service quality, yaitu tangible, reability, responsiveness, assurance, empathy. Pengaplikasian metode benchmarking digunakan untuk mengetahui target perbaikan dari pesaing sebagai rekomendasi akhir berupa eksisting. Hasil analisis deskriptif menunjukan bahwa terdapat 7 karakteristik teknis dengan 14 critical part yang menjad priotitas perbaikan berdasarkan perhitungan hasil tingkat kepentingan dan tingkat kepuasan konsumen. 7 karakteristik teknis tersebut disurutkan berdasarkan nilai tingkat kepentingan, tingkat kesulitan serta kondisi dari bengkel Bandung Custom Automobile menjadi suatu usulan rancangan tahapan perbaikan kualitas pelayanan untuk meningkatkan kualitas pelayanan di bengkel Bandung Custom Automobile. Usulan rancangan tahapan perbaikan kualitas pelayanan secara berturut-turut adalah penyediaan pilihan cara pembayaran, standar waktu pengerjaan produk, jumlah mekanik, standar luas area workstation, standar luas area parkir, penyediaan resepsionis, serta standar luas kebutuhan ruang tunggu.

Kata Kunci: QFD, HOQ, True Customer Needs, Part Deployment, Critical Part

Abstract

Customer satisfaction is a condition that contributes positively to the company's revenue. One that affects customer satisfaction is service quality. Service quality dimensions that can affect the design of service quality improvement. This study aims to create a design to improve the service quality of the Bandung Custom Automobile workshop. Knowing how the influence of the design of service quality improvement based on the voice of customer affects customer satisfaction in the Bandung Custom Automobile workshop. This research uses SPSS 26 software for Windows. The population used in this study is consumers who make transactions at the Bandung Custom Automobile workshop, as many as 96 consumers. Data collection using a questionnaire containing 16 items of statements related to service quality as measured by the dimensions of service quality, namely tangible, reliability, responsiveness, assurance, empathy. The application of the benchmarking method is used to determine the improvement targets of competitors as the final recommendation in the form of existing. Descriptive analysis results show that there are 7 technical characteristics with 14 critical parts that become priority improvement based on the calculation of the results of the level of importance and the level of customer satisfaction. 7 technical characteristics are sorted based on the value of the level of importance, level of difficulty and conditions of the Bandung Custom Automobile workshop into a proposed design phase of service quality improvement to improve service quality at the Bandung Custom Automobile workshop. Proposed design stages of service quality improvement in a row are the provision of payment methods, product processing time standards, number of mechanics, standard area of workstation area, standard area of parking area, receptionist, and wide area of waiting room needs

Keywords: QFD, HOQ, True Customer Needs, Part Deployment, Critical Part