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ITS » Paper and Presentation » MMT - Pasca Sarjana ITS
Posted by tondoindra@gmail.com at 23/11/2015 15:46:12  •  1036 Views


INCREASING CUSTOMER SATISFACTION IN RESTAURANT BUSINESSES USING QUALITY FUNCTION DEPLOYMENT A CASE STUDY AT FUSION RESTAURANT SURABAYA

PENINGKATAN KEPUASAN KONSUMEN PADA BISNIS RESTORAN MENGGUNAKAN QUALITY FUNCTION DEPLOYMENT STUDI KASUS DI RESTORAN FUSION SURABAYA

Author :
EKAPUTRA, DANIEL ( 9112201405 )




ABSTRAK

Persaingan antar industri adalah hal yang sering ditemui dalam dunia bisnis termasuk bisnis restoran. Untuk dapat mengimbangi persaingan yang semakin ketat banyak restoran yang menerapkan berbagai strategi agar konsumen merasa puas. Salah satu faktor yang mempengaruhi tingkat kepuasan konsumen pada bisnis restoran adalah faktor jasa. Faktor ini berkaitan dengan pelayanan yang diterima konsumen saat berkunjung ke restoran. Dengan melakukan perubahan pada faktor ini maka tingkat kepuasan konsumen juga akan berubah. Akan tetapi dalam sebuah faktor perubahan terdapat banyak kriteria perubahan yang dapat diubah. Setiap perubahan yang dilakukan akan mempengaruhi kepuasan konsumen. Sebagai contoh perubahan dalam faktor jasa dapat dilakukan dengan cara menambah jumlah karyawan melakukan pelatihan pada karyawan dan lain-lain. Perubahan yang dilakukan pada kriteria perubahan yang tidak signifikan akan memberikan kontribusi yang kurang pada kepuasan konsumen. Setiap kriteria perubahan yang mempengaruhi kepuasan konsumen tersebut dapat dipenuhi dengan memberi respon teknis yang berbeda. Karena jumlah respon teknis yang ada sangat banyak maka pihak restoran perlu mengetahui peringkat dari respon teknis yang hendak dilakukan sehingga dapat menentukan urutan dalam pemenuhan kriteria tersebut. Penentuan peringkat respon teknis ini dapat dicapai dengan menggunakan metode Quality Function Deployment QFD. Setelah penelitian dilakukan maka prioritas respon teknis yang harus dilakukan secara berturut-turut berdasarkan bobot dari House of Quality yang telah dibuat adalah melakukan pelatihan terhadap tenaga kerja membuat standar pelayanan dan mempekerjakan tenaga kerja yang ahli. Akan tetapi respon teknis mempekerjakan tenaga kerja yang ahli tidak direkomendasikan untuk dilakukan karena memiliki kerugian yang lebih banyak daripada keuntungan yang dihasilkan.


ABSTRACT

Competition between businesses is a common thing to be found including restaurant businesses. To compete with its competitors a lot of restaurants applied various strategies. Customer satisfaction is the purpose from these strategies. One of the factors that affect customer satisfaction is services. Services are related to the treatment received by customer when dining at the particular restaurant. Making changes on this factor will affect customer satisfaction. However there are many changeable criteria that lie inside a factor. Making changes at a criterion will affect customer satisfaction. For instance making changes in services can be done in various ways such as increasing the number of employee perform training on the employee and so on. Making changes on the insignificant criterion will have less impact in order to increasing customer satisfaction. Each of the changeable criteria that affect customer satisfaction can be fulfilled by performing a particular technical response. Due to the large number of technical responses restaurateur needs to know the priorities between these technical responses. By knowing the priorities restaurateur can decide the order of performing these technical responses. Determining these priorities can be fulfilled by using the Quality Function Deployment QFD method. After the research was conducted the priority of technical responses that was found based on the House of Quality model respectively was to conduct a training to make a standard for services and to replace the existing employee with a more experienced one. However the latest technical response had greater number of disadvantages than its advantages. Therefore replacing the existing employee with the more experienced one was not recommended to be done.



Keywordskepuasan konsumen, faktor-faktor yang mempengaruhi kepuasan konsumen, Quality Function Deployment
 
Subject:  Kepuasan Pelanggan
Contributor
  1. Prof. Dr. Ir. Moses Laksono Singgih, MSc, MRegSc
Date Create: 23/11/2015
Type: Text
Format: PDF
Language: Indonesian
Identifier: ITS-paper-91121150008145
Collection ID: 91121150008145
Call Number: RTMT 658.834 3 Eka p


Source
Paper and Presentation of Magister Management Technology RTMT 658.834 3 Eka p, 2015

Coverage
ITS Community

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Copyright @2015 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




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ITS-paper-91121150008145-39725.pdf




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