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All Journal Jurnal Teknologi Wiraraja Medika: Jurnal Kesehatan SITEKIN: Jurnal Sains, Teknologi dan Industri JURNAL PASTI (PENELITIAN DAN APLIKASI SISTEM DAN TEKNIK INDUSTRI) JISI UMJ (Jurnal Integrasi Sistem Industri UMJ) ROTOR: JURNAL ILMIAH TEKNIK MESIN Jurnal Ilmiah Giga Jurnal Ilmiah Pangabdhi Jurnal Teknik Industri : Jurnal Hasil Penelitian dan Karya Ilmiah dalam Bidang Teknik Industri Science and Physics Education Journal (SPEJ) JURNAL REKAYASA SISTEM INDUSTRI INTECOMS: Journal of Information Technology and Computer Science Jurnal Serambi Engineering Jurnal Sistem Teknik Industri RADIAL: JuRnal PerADaban SaIns RekAyasan dan TeknoLogi Matrik : Jurnal Manajemen dan Teknik Industri Produksi Jurnal Sains dan Teknologi JATI EMAS (Jurnal Aplikasi Teknik dan Pengabdian Masyarakat) SIGMA TEKNIKA MOTIVECTION : Journal of Mechanical, Electrical and Industrial Engineering Jurnal Media Teknik dan Sistem Industri Jurnal Teknik Industri Terintegrasi (JUTIN) International Journal of Science, Engineering and Information Technology Jurnal Surya Teknika Journal of Industrial Engineering and Operation Management (JIEOM) Jurnal Optimasi Teknik Industri (JOTI) Jurnal Pendidikan dan Teknologi Indonesia DedikasiMU: Journal of Community Service Journal of Vocational Nursing Indonesian Journal of Community Dedication in Health (IJCDH) IJCOSIN : Indonesian Journal of Community Service and Innovation KREATIF: Jurnal Pengabdian Masyarakat Nusantara JUSTI (Jurnal Sistem dan Teknik Industri) Jurnal Teknologi dan Manajemen Industri Terapan Journal of Economics and Social Sciences JUKEMAS : Jurnal Pengabdian Kepada Masyarakat RADIAL: Jurnal Peradaban Sains, Rekayasa dan Teknologi IJENSET KREATIF: Jurnal Pengabdian Masyarakat Nusantara Jurnal Pengabdian Masyarakat Indonesia
Moh. Jufriyanto
Universitas Muhammadiyah Gresik
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Journal : JURNAL REKAYASA SISTEM INDUSTRI

 1 
ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN BARBERSHOP DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT Akhmad Ferdy Firmansyah; Elly Ismiyah; Moh. Jufriyanto
JURNAL REKAYASA SISTEM INDUSTRI Vol 7 No 1 (2021): (November 2021)
Publisher : Universitas Putera Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33884/jrsi.v7i1.4526

Abstract

For companies in the service sector, especially REF Barbershop, quality improvement and service processes must be customer oriented. To improve the quality of customer service at REF Barbershop, a service quality analysis method is needed. An effective service quality analysis method is to combine the Service Quality (SERVQUAL) method which is integrated with the Quality Function Deployment (QFD) method using the House Of Quality Model. The application of the SERVQUAL method to identify strengths or advantages in the service industry, while the QFD method guarantees that services will be provided according to customer needs. The QFD method using the House Of Quality Model is a collection of matrices containing customer desires and service quality characteristics which are all generated from questionnaire processing. Service design at REF Barbershop using the Service Quality method found a gap that occurred on the customer side, namely between the level of perception and the level of expectation, namely: Availability of toilets obtained a gap value of -0.880, Having good and modern equipment obtained a gap value of -0.580, Cleanliness and completeness equipment, the gap value is -0.360, Availability of queue numbers is obtained the gap value is -0.180, Employees receive consumer complaints quickly, the gap value is -0.140, friendly and courteous service to customers is obtained, the gap value is -0.080. The use of Quality Function Deployment which makes the level of customer satisfaction as the Voice of the Customer and makes the House of Quality then gets 4 Technical Responses, namely: providing training to improve employee performance and rewarding employees whose performance has increased and giving sanctions to employees who perform poorly, providing queue numbers and toilets to increase comfort, improve and schedule regular equipment quality checks, make picket schedules for facility maintenance and cleanliness. From the results of the technical response it can be useful to build and improve services at REF Barbershop.
Co-Authors Achmad Agung Wahyudi Adilla Tristianto, Charismanda Agus Setiawan Ahmad Fahrul Sholeh Ahmad Fauzal Ibnu Malik Ahmad Wasiur Rizqi Ainiyah, Yulia Nur aji, Sahidin Sasmito Akhmad Ferdy Firmansyah Akhmad Wasiur Rizqi Alifiansyah Rizaldy Satya Putra Alvian, Fahri Alvin Jaya Ramadhan Amrillah, Mohammad Suhud Andi Andi Andre Viola Andy Kurniawan Angga Prasetyo Tanto Ar Rohman, Muhammad Hafid Arif Rubihanto Arifin Pahlawan, Ilham Aspar MS, Rezky Fathiyah Putri Aziz, Muchammad Rif'an Bintang Muslimah, Tsaqofi Chandra Muhamadin, Rilo Cholifaturochmah Cholifaturochmah Dahda, Said Salim delta medika Juniarto Deny Andesta Dhartika Sari, Efta Dhartikasari, Efta Dhidu Usrin Yadani Dzakiyah Widyaningrum Efta Dhartikasari Priyana Efta Dhartikasari Priyana Efta Dhartikasari Priyana Elly Ismiyah Emdat Suprayitno Eriyanto, Sabillah Rizki Evie Talia Nurrohmah Fahrizal Hamdani Faisal Amir Farich Maulana, Muhammad Fathurrozi, Muhammad Fatimatuz Zahra, Fatimatuz Fauziyah, Endang Febriantie, Eka Ladya Charyl Fiih, Ahmad Laaroiba Firmansyah, Mohammad Nabil Firmansyah, Muhammad Machfud Fitrah Fitriyana, Deni Fajar Galih Dwi Suryanto Hafidah, Lailatul Hekmah, Lailatul Hendrawan, Mochammad Ega Hidayat Hidayat Hidayat Hidayat Hidayat Hidayat Hidayat Khairul Umam Khoiriyah, Amanda Rizqi Kukuh Winarso Kurniawan, Moh. Dian Kurniawan, Ricky Wahyu M. Tajul Arifin Maulan Najib May Dian Susanto Misbah Moch. Nuruddin Moh. Dian Kurniawan Mohammad Arif Alfriyan Syah Mohammad Faisal Setyabudi Mohammad Rizal Mualief, Muhammad Mufid Edy Cahyono Muhamadin, Rilo Chandra Muhammad Bashori Alwi Muhammad Choirul Anam Muhammad Hasanuddin, Muhammad Muhammad Irfan Maruf Muhammad Zahidil Mukhtar Muhammad, Katon Muslimah, Tsaqofi Bintang NAFHANI, MUHAMMAD Natasya Sabrina Al Alifah Nina Aini Mahbubah Ningtyas, Alviani Hesthi Permata Nizar Adlany Nur Qomaruddin Rafli Pahlawan, Ilham Arifin Permata Ningtyas, Alviani Hesthi Pratiwi, Palupi Adilia Pregiwati Pusporini Purwanto Purwanto R Indriawan Praja Kusuma Rabbani, Nazwa Nayya Nanita Rafly Arifin, Muhammad Reza Ardiansyah Ridlo Putu Idaman Rizqi, Ahmad Wasiur Rizqy Cahya Putra Fil Akbar Said Salim Dahdah Salman Al Farisy Salwatul Aisy Satria Bayu Nugraha Satya Putra, Alifiansyah Rizaldy Sesilia, Khofidatul Setiawan, Nur Ervil Soffiana Agustin, Soffiana Suraying, Suraying Susisno, Bayu Tri Sya'roni , Imam Syahputra, Rifendy Ardian thoyyibul hikam Tsaqofi Bintang Muslimah Wahyudi, Avif Mas Wardhana, I Kadek Yushak Wasti Reviandani Wenti Krisnawati Yanuar Pandu Negoro Yanuarsah, Rendra Yudha Adhitya Kurniawan Yusron, Rifky