PENERAPAN QUALITY FUNCTION DEPLOYMENT (QFD) UNTUK MENINGKATKAN KUALITAS LAYANAN JASA KOPERASI (Studi pada KSPPS TAZAKKA Bojong)
Abstract: KSPPS TAZAKKA Bojong
is one of sharia financial services cooperatives (KJKS) which was established
in Bojong District, Pekalongan Regency. The growing number of cooperatives
nowadays in Bojong sub-district has made the competition tighter so that the
growth target of customers is not achieved and there is a decrease in the
financing partners. One way to win the competition is by improving the quality
of service continuously to fit the expectations of costumers. This study
discusses the application of Quality Function Deployment (QFD), which aims to
determine customers’ needs so that each functional area and organization /
company level can act towards existing functional services.
Data in this research was collected by survey method with questionnaire
tool to KSPPS TAZAKKA Bojong manager and 50 cooperative customers as
respondents. This Study applied method
used is the Quality Function Development (QFD) Method.
The research showed the priority scale of customer requirements that
should be prioritized in the improvement of the service that is the customer
requirements of the company's credibility and reputation of the company. This
research also showed the sequence of technical attributes of KSPPS TAZAKKA
Bojong in order to satisfy the customer that si The technical attribute of
routine briefing for excellent service obtained from the calculation of
absolute weight and relative weight.
Keywords: Cooperative,
Service, QFD, Sharia, ServQual, Customer requirement, Tehcnical attribute
Penulis: Achmad Sobirin, Amie
Kusumawardhani
Kode Jurnal: jpmanajemendd170909
