ANALISIS PENINGKATAN KUALITAS LAYANAN DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) (Studi Kasus Bus Batik Solo Trans Koridor 1)

ISMAIL AL HAKIM, TAUFIQ and PUJI ASTUTI, SEPTIN (2018) ANALISIS PENINGKATAN KUALITAS LAYANAN DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) (Studi Kasus Bus Batik Solo Trans Koridor 1). skripsi thesis, IAIN SURAKARTA.

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Abstract

Batik Solo Trans Bus (BST) is one of the land transportation tools in Surakarta which provides transportation services for consumers such as the busway. Poor comfort and service will affect the number of BST passengers. This study aims to determine the attributes of BST services based on the desires and needs of passengers as well as knowing the priority of improvement for improving and developing the quality of BST services. In this study using the Quality Function Deployment (QFD) method. Data collection techniques are carried out by giving direct questionnaires or through a Google link to the passenger form as many as 136 people based on simple random sampling technique on corridor 1. From the results of this study obtained the quality characteristics of BST Bus service desired by passengers is from the highest to the lowest order, namely security during travel, employee friendliness in meeting passenger calls, employee capability in ensuring passenger safety, accident insurance facilities for passengers, comfort of special seating / folding chairs for disabled, elderly, pregnant women, mothers with babies, air conditioning (cooling equipment) in the bus operates well, availability of roofs at each bus stop, bus arrival timekeeping between 10-15 minutes, availability of fire extinguishers on the bus, the availability of seating facilities at the bus stop, the availability of glass hammer equipment inside the bus, the existence of a bus stop that is easily accessible by the community, the willingness of the officers to inform each bus of transit at the bus stop, the density when the bus approaches the bus stop, Batik Solo Trans ticket prices for students Rp. 2,000-, the willingness of employees to fulfill passenger calls, the availability of first aid equipment on the bus, Batik Solo Trans operates at 05.00 to 18.00, the speed and accuracy of employees in serving passengers, the base of the bus that is easy to pass, the availability of CCTV on the bus, ticket prices for public Rp. 4,500-, the ability of employees to convey information to passengers, capacity of large BST buses (39 seated passengers & 31 passengers standing), medium BST bus capacity (21 seated passengers & 10 standing passengers), availability of information boards for Solo Trans Batik map routes, availability of boards information about the departure and departure of Batik Solo Trans at the bus stop, Batik Solo Trans ticket prices for airport entrance and exit Rp. 20,000-, available audio / sound system equipment on the bus, availability of facilities for reading newspapers. Keywords: Service quality, SEVQUAL, QFD.

Item Type: Thesis (skripsi)
Subjects: 2x Islam > 2x4 Fikih > 2x4.2 Muamalah
Divisions: Fakultas Ekonomi dan Bisnis Islam > Akuntansi Syariah
Depositing User: Maha siswa
Date Deposited: 02 Jan 2019 04:20
Last Modified: 02 Jan 2019 04:20
URI: http://eprints.iain-surakarta.ac.id/id/eprint/2800

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