Model Integrasi Servqual and Quality Function Deployment untuk Penilaian Kualitas Pelayanan: A Case Study Industri Garment
DOI:
https://doi.org/10.37638/sinta.3.2.97-110Abstract
Servqual merupakan salah satu metode kualitas yang populer digunakan dalam mengukur kualitas layanan. Namun terdapat Keterbatasan pada metode Servqual, keterbatasan ini dapat dicapai dengan integrasi Servqual dan metode Quality Function Deployment (QFD). Tujuan penelitian ini mengintegrasikan Servqual dan QFD dalam melakukan penilaian kualitas layanan dan kepuasan atas layanan pada department IT (information technology) pada industri garmen di Jawa Timur. Metode Servqual untuk menilai kualitas persepsi dan harapan, sedangkan kualitas desain yang dilakukan melalui teknik QFD. Berdasarkan ServQual, ada kesenjangan antara persepsi dan ekspetasi konsumen yaitu dengan rata-rata persepsi 3.96 dan rata-rara ekspetasi 4.36 nilai Gap rata-rata -0.40, dengan demikian semua atribut pelayanan masih di bawah ekspetasi konsumen. Hal ini menunjukan konsumen tidak puas dengan pelayanan yang ada. Pihak Department IT berusaha untuk memperbaiki pelayanan dengan menentukan prioritas Technical Respond. Berdasarkan QFD prioritas Technical Respond yaitu: mengadakan pelatihan pelayanan, mengadakan program pelatihan berkala, melakukan pekerjaan dengan sop, pengecekan ulang hasil layanan.
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