Rahman Dwi Wahyudi
Industrial Engineering Department, University of Surabaya Raya Kalirungkut, Surabaya 60293, Indonesia

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Journal : PROZIMA (Productivity, Optimization and Manufacturing System Engineering)

Integration of Servqual, KANO, and QFD for Hospital Service Quality Management: Integrasi Servqual, KANO dan QFD untuk Pengelolaan Kualitas Layanan Rumah Sakit Wahyudi, Rahman Dwi; Rosiawan, Muhammad; Alda, Mamlu’atur Rahmawati
PROZIMA (Productivity, Optimization and Manufacturing System Engineering) Vol. 9 No. 1 (2025): Juni
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/prozima.v9i1.1707

Abstract

Quality has become a research concern in the field of manufacturing or services. Currently, there are several tools available that can be used to improve service quality. Each tool has advantages and disadvantages, so integration between tools is needed to increase the effectiveness and efficiency of improvement efforts. Some tools that can be integrated to evaluate service quality comprehensively are SERVQUAL, KANO, and QFD. This scientific article provides experiential information on applying quality tool integration in the health sector. A hospital was selected as a case study for an example of the application of service quality improvement steps. The trial of SERVQUAL, KANO, and QFD integration in the case study showed that the integration of SERVQUAL and KANO selected 30% of critical service attributes that need improvement. Furthermore, QFD plays a role in executing the improvements effectively and efficiently.
Designing a Marketing Strategy for Xiaomi Mobile Phones Based on Market Share Analysis Using Markov Chain in Indonesia: Perancangan Strategi Pemasaran Handphone Xiaomi Berdasarkan Analisis Pangsa Pasar Menggunakan Markov Chain di Indonesia Herowati, Evy; Wahyudi, Rahman Dwi; Akbar, Muhammad Syahrul
PROZIMA (Productivity, Optimization and Manufacturing System Engineering) Vol. 9 No. 1 (2025): Juni
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

In this study, a marketing strategy for Xiaomi mobile phones in Indonesia was designed based on market share analysis using the Markov Chain method and SWOT analysis. The mobile phone market is very competitive, so to maintain and increase market share, it is necessary to understand the dynamics of consumer movement between brands. The Markov Chain method is used to model the possibility of customer movement from one brand to another based on historical market share data of several major brands, including Xiaomi, iPhone, Samsung, Oppo, Asus, and Vivo. After the Markov Chain, it is continued with SWOT Analysis and Marketing Strategy Design. Some strategies that Xiaomi can use include creating a user-friendly Xiaomi image, actively advertising and promoting both electronic and non-electronic media, using public figures as brand ambassadors, creating recycling movements, and creating a campaign. This strategy successfully increased consumers' probability of choosing Xiaomi as their main choice.