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All Journal CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya
M. Arbi Hadiyat
Universitas Surabaya
Education

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ANALISIS DAN PERBAIKAN KUALITAS LAYANAN PADA TX SUDIRMAN KUPANG NUSA TENGGARA TIMUR DENGAN MENGGUNAKAN METODE ZONA TOLERANSI DAN QUALITY FUNCTION DEPLOYMENT(QFD) Elim, Yuan Valentino; Surjani, Rosita Meitha; Hadiyat, M. Arbi
CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Vol 1, No 1 (2012): CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya
Publisher : University of Surabaya

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Penelitian ini bertujuan untuk mengukur kualitas layanan pada TX SUDIRMAN Kupang dengan menggunakan metode Zona Toleransi dan kemudian merancang usulan perbaikan kualitas layanan pada TX SUDIRMAN Kupang dengan menggunakan Quality Function Deployment (QFD), Berdasarkan hasil perhitungan dengan metode Zona Toleransi diketahui bahwa pada jenis layanan umum dan paket tour terdapat 8 variabel yang perlu mendapat perbaikan yaitu ruang tunggu nyaman (-0,24), fasilitastoilet memadai (-0,2), pembayaran dapat dengan debit ATM atau kartu kredit (-0,66), tempat parkir luas dan memadai (-0,23), tanggapan terhadap komplain baik (-0,34), pemberian diskon harga paket tour (-0,32), tourleader berpengalaman (-0,28), dan jadwal tour tepat waktu (-0,02) Sedangkan untuk jenis layanan umum dan ticketing terdapat 4 variabel layanan yang perlu mendapat perbaikan yaitu pembayaran dapat dengan debit ATM atau kartu kredit ( -0,42), tempat parkir luas dan memadai (-0,14), pengiriman tiket cepat ( -0,22), dan mengabarkan kepada customer apabila ada tiket promo ( -0, 19), Setelah diketahui variabel-variabel yang perlu mendapat perbaikan selanjutnya adalah merancang usulan perbaikan dengan menggunakan Quality Function Deployment (QFD), Berdasarkan hasil rancangan dengan menggunakan QFD diperoleh rancangan usulan perbaikan yang perlu untuk diprioritaskan dahulu, Untuk layanan umum dan paket tour usulan perbaikan yang perlu diprioritaskan dahulu adalahmenambahkan pewangi ruangan (226,5), membuat jadwal pembersihan rutin (210,4), dan menyediakan tukang parkir (206,2), Sedangkan untuk layanan umum dan ticketing usulan perbaikan yang diprioritaskan dahulu adalah mengabarkan lewat SMS (307,2), menambah promosi lewatkoran/radio lokal (307,2), menambah jumlah karyawan bagian pengiriman (307,2), membuat standar waktu pengiriman tiket (307,2), dan melatih kedisiplinan karyawan (307,2),
PERBAIKAN KUALITAS LAYANAN UNTUK MENINGKATKAN KEPUASAN DAN LOYALITAS KONSUMEN DENGAN METODE SERVQUAL DAN STRUCTURAL EQUATION MODELING (SEM) DI MIROTA, SURABAYA Limantoro, Sharleen Ekaputri; Surjani, Rosita Meitha; Hadiyat, M. Arbi
CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Vol 2, No 1 (2013): CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya
Publisher : University of Surabaya

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Retail is a business opportunity that is widely used by entrepreneurs so thatbusiness competition among retail businesses is tight. Therefore, retailers need todo efforts in order to survive. In this research the retail discussed is Mirota. Mirotais a retail store that sells a various products of typical Indonesian culture.Everyday, Mirota is visited by many customers from domestic and foreigncountries travelling to Surabaya so that its existing problems are often consumercomplaints. Based on existing problems, Mirota needs improving the servicequality. The improvement of service quality to increase customer satisfaction andconsumer loyalty was conducted by using SERVQUAL method and StructuralEquation Modeling (SEM). The purpose of this research is to measure andevaluate the causes of service quality discrepancies, to know the relationshipbetween service quality, customer satisfaction, and customer loyalty, and topropose proposal improvements. The gained results from this research was a gap5 on quality of service at Mirota. The gap was caused by the gaps 1, 2, and 4.Quadrant analysis performed to determine the weaknesses of the company werebased on the comparison of the level of expectations and consumer perceptions.The results of measurements of the relationship quality of service, customersatisfaction and customer loyalty were found that there was the influence ofservice quality on customer satisfaction by 0.499, the effect of customersatisfaction on customer loyalty at 0.66, but there was no significant effect ofservice quality on customer loyalty. The results of the analysis slices quadrant IVand the close relationship between the model used as a reference in determiningimprovement using by Quality Function Deployment (QFD). From the QFDresults, the main improvement was done by looking at the importance of how thevalue of more than 245.4. Improvements are doing market research, providingparking directions and updating parking system with the valley system, givinggoods directions and arranging the goods.
ANALISIS BUDAYA MUTU UNIVERSITAS SURABAYA DALAM RANGKA PENGUKURAN EFEKTIVITAS PENERAPAN SISTEM MANAJEMEN MUTU ISO 9001:2008 Swaputri, Naya Adi; Rosiawan, Muhammad; Hadiyat, M. Arbi
CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Vol 3, No 1 (2014): CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya
Publisher : University of Surabaya

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University of Surabaya is a college that implement ISO 9001. However, theapplication of ISO 9001 will be successful if supported by organizational culturechange in a positive direction. Total Quality Management or the development ofquality culture requires line managers to change the style, way of working andeven behavior as far as possible in order to get out of traditional organizationalstructures. It is necessary for testing to determine the extent of the influence ofISO 9001 at the University of Surabaya against existing quality culture in theorganization by the method of Structural Equation Modeling (SEM). The purposeof this study was to measure the quality culture, knowing the relationship ofcultural change with the implementation of ISO 9001 quality, and providesuggestions for improvement in organizational performance UBAYA thus beeffectively and efficiently and to create a cultural change that brings qualityUBAYA towards positive direction. Results obtained from this research is theapplication of ISO 9001:2008 proven direct impact positively on the quality ofcultural change in UBAYA of 50.04 % . The results of the questionnaire and thegreat close relationship models that will be used as a reference in determining therepair using the method of Quality Function Deployment . Variable ISO 9001 thatmust be fixed first is the management system approach with a weight of 0.341 ,the second is the process approach with a weight of 0,332 and the latter isemployee engagement with a weight of 0.326 . From the results obtained QualityFunction Deployment major repairs done by looking at the importance of how thevalue of more than 636.19875 . The improvement of priority is establishingquality objectives in accordance with the vision and mission UBAYA , distributetasks employees are multitasking in a single unit of work , and make theeffectiveness of the program with clear criteria and involving all employees.
UPAYA PERBAIKAN KUALITAS LAYANAN DENGAN MENGGUNAKAN INTEGRASI METODE SERVQUAL, MODEL KANO DAN QFD DI RESTORAN KAPULAGA SURABAYA Kosasih, Novy Veronica; Sari, Yenny; Hadiyat, M. Arbi
CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Vol 5, No 1 (2016): CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya
Publisher : University of Surabaya

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Restoran Kapulaga adalah salah satu Restoran Indonesian food yang berdiri pada tahun 2012 yang berlokasi di jalan Jemur Sari No 270 Surabaya. Terdapat berbagai fasilitas seperti tempat parkir, meeting room, delivery service, toilet dan smoking area. Jam layanan operasional di Restoran Kapulaga buka setiap hari mulai pukul 10.00-22.00 WIB. Untuk meningkatkan kepuasan konsumen di Restoran Kapulaga, maka pihak Restoran perlu menyusun strategi perbaikan kualitas layanan yang memuaskan konsumen. Penyusunan strategi ini dengan mengintegrasikan metode SERVQUAL, model Kano dan QFD. Dari hasil rekapitulasi gap 1-5, yang mengalami gap 1 ada 5 atribut layanan, untuk gap 2 semua dimensi mengalami gap baik tangible, empathy, responsiveness, reliability maupun assurance, untuk gap 3 tidak terjadi kesenjangan untuk semua dimensi atribut layanan, untuk gap 4 hanya 1 dimensi yang mengalami kesenjangan dan untuk gap 5 ada 11 atribut yang mengalami kesenjangan. Integrasi dari model SERVQUAL-Kano diperoleh 8 atribut layanan yang memiliki skor kepuasan negatif dan yang berkategori attractive dan one-dimensional. Terdapat 6 rancangan perbaikan yang diperoleh dari analisis QFD tetapi yang menjadi fokus perbaikan untuk Restoran Kapulaga adalah mengadakan training/briefing untuk karyawan dan melakukan evaluasi terhadap standar pelayanan dan pelaksanaannya
Co-Authors Muhammad Rosiawan Naya Adi Swaputri Novy Veronica Kosasih, Novy Veronica Rahman Dwi Wahyudi Rosita Meitha Surjani Sharleen Ekaputri Limantoro Yenny Sari Yuan Valentino Elim