Jurnal Teknik Industri
Vol. 21 No. 2 (2020): August

A Design to Improve the Quality of OVO Electronic Money Payment Services in Tokopedia using IPA and PGCV

Eki Septiani (Department Industrial Engineering, Universitas Sebelas Maret, Indonesia)
Eko Pujiyanto (Department Industrial Engineering, Universitas Sebelas Maret, Indonesia)
Muhammad Hisjam (Department Industrial Engineering, Universitas Sebelas Maret, Indonesia)

Article Info

Publish Date
30 Aug 2020

Abstract

Currently, many online payment applications have sprung up in the community. This requires online payment application providers to compete in providing the best service for the community. This study aims to design an increase in the service quality of the OVO online payment application in Indonesia. This research applied Importance Performance Analysis (IPA) and Potential Gain in Customer Value (PGCV) methods to map the performance of service attributes and determine the priority service attributes for improvement. Based on the research conducted, the use of IPA and PGCV methods has been successfully utilized to map the performance of service attributes and determine priority attributes that should be improved.

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Journal Info
Jurnal Teknik Industri
Website

Abbrev

industri

Publisher

Universitas Muhammadiyah Malang

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering

Description

Dr. Saiful Anwar Malang is a state hospital has done it is job and function, but in 3rd class of pavilion room, the number of patient decrease dramatically. It is concerned with quality of this hospital. To answer this problem, research was done using Quality Function Deployment (QFD). Quality ...