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All Journal PERFORMA : Media Ilmiah Teknik Industri
Kartikawati -
Program Studi Teknik Industri, Universitas Sebelas Maret, Surakarta
Engineering Industrial & Manufacturing Engineering

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Usulan Konsep Peningkatan Pelayanan Jasa di LBPP LIA Surakarta dengan Menggunakan Model SERVQUAL dan Metodologi Quality Function Deployment Kartikawati -; Eko Pujiyanto; Cucuk Nur Rosyidi
Performa: Media Ilmiah Teknik Industri Vol 2, No 2 (2003): PERFORMA Vol. 2, No. 2 September 2003
Publisher : Industrial Engineering Study Program, Faculty of Engineering, Universitas Sebelas Maret

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (161.071 KB) | DOI: 10.20961/performa.2.2.11122

Abstract

This research is aimed to to identified customers’ needs in LBPP LIA Surakarta. Based on theseidentified customers’ need then the pre-concept of quality improvements in LBPP LIA Surakarta is made. Model that is used to identified customers’ needs is SERVQUAL while the methodology that is used to form the deployment is Quality Function Deployment (QFD), beside the use of factor analysis to identify factors which are influenced the quality service in LBPP LIA Surakarta.
Co-Authors Cucuk Nur Rosyidi Eko Pujiyanto