Karinawati, Vianey Nani (2017) Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan UB Guest House Menggunakan Metode Service Quality dan Six Sigma. Sarjana thesis, Universitas Brawijaya.
Abstract
Kualitas pelayanan merupakan faktor terpenting agar industri jasa tetap bertahan di mata pelanggan. Pelanggan akan merasa puas apabila jasa yang digunakan memenuhi kualitas yang diharapkan. UB Guest House merupakan salah satu industri jasa di kota Malang yang bergerak di bidang penginapan dan salah satu fasilitas penunjang kegiatan bagi civitas akademika Universitas Brawijaya beserta pengunjung yang sedang beraktivitas di lingkungan Universitas Brawijaya Malang. Berdasarkan data tahun 2013-2016, terjadi penurunan jumlah kamar yang terjual dengan rata-rata empat tahun terakhir sebesar 28%. Selain itu, terdapat komentar negatif dari pelanggan yang menginap di UB Guest House. Komentar negatif terbanyak terletak pada bagian fasilitas yaitu sebesar 41%. Persentase tertinggi kedua adalah mengenai pelayanan yang disediakan oleh UB Guest House, yaitu sebesar 16 %. Tujuan dalam penelitian ini adalah mengetahui tingkat kepuasan pelanggan, mengetahui apa saja atribut yang menjadi prioritas perbaikan kualitas pelayanan UB Guest House, dan memberikan rekomendasi perbaikan dalam upaya peningkatan kualitas pelayanan. Metode yang digunakan dalam penelitian ini adalah service quality dan six sigma, dengan tahapan DMAI. Pada tahap define dilakukan pendefinisian critical to quality yaitu seluruh atribut jasa pada kelima dimensi kualitas jasa, yaitu tangible, reliability, responsiveness, assurance, dan empathy. Selanjutnya tahap measure, dilakukan pengukuran gap antara persepsi dan harapan pelanggan pada analisis service quality. Setelah mengetahui rata-rata nilai gap setiap dimensi dan rata-rata atribut keseluruhan, dilakukan interpolasi untuk mendapatkan tingkat kepuasan pelanggan terhadap kualitas pelayanan UB Guest House. Langkah selanjutnya adalah perhitungan tingkat sigma. Pada tahap analyze, dilakukan analisis terhadap permasalahan yang terjadi dengan menggunakan tools diagram kartesius dan fishbone diagram. Langkah selanjutnya adalah tahap improve, bertujuan untuk memberikan rekomendasi perbaikan terhadap permasalahan yang terjadi. Hasil penelitian menunjukkan tingkat kepuasan pelanggan yang menginap di kelas deluxe, superior maupun standard berada di bawah target kepuasan yang bernilai 5, baik pada kelima dimensi maupun keseluruhan atribut. Terdapat 8 atribut yang perlu diperbaiki untuk meningkatkan kualitas pelayanan, yaitu karyawan bekerja dengan ramah, karyawan selalu berada di tempat ketika dibutuhkan, karyawan bertindak dengan cepat saat menerima keluhan dari pelanggan, perlengkapan di kamar tidur bersih, menu makanan sarapan bervariasi, air panas dari kran, wastafel dan shower dapat mengalir dengan lancar, akses ke UB Guest House lancar, dan tempat parkir luas. Rekomendasi perbaikan yang diberikan antara lain, melakukan motivation class, menambah jumlah pekerja, membuat alur koordinasi antar departemen, mencari partner laundry baru dan menambah satu buah sollar water heater di lantai 4. Rekomendasi perbaikan tersebut diharapkan dapat membantu dalam peningkatan kualitas pelayanan UB Guest House.
English Abstract
Quality of service is the most important factor for the service industry to remain in the eyes of customers. Customers will feel satisfied if the services used meet the quality expected. UB Guest House is one of the service industries in Malang city which is engaged in the lodging and one of the supporting facilities for the activities of Universitas Brawijaya academic community and visitors who have activities in Universitas Brawijaya Malang. Based on data from 2013-2016, there was a decrease in the number of rooms sold with an average of the last four years at 28%. In addition, there are negative comments from customers who stay at UB Guest House. The most negative comment lies in the facility section which is 41%. The second highest percentage is about the service provided by UB Guest House, which is 16%. The aim of this research is to know the level of customer satisfaction, to know kinds of attributes become the priority of service quality improvement of UB Guest House, and give recommendation improvement in the effort of improving service quality. The method used in this research is service quality and six sigma, with stages of DMAI. In the define stage, the definition of critical to quality is defined as all service attributes on the five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy. Next measure phase, measured gap between perception and customer expectation on service quality analysis. After knowing the average gap value of each dimension and the average of the overall attribute, interpolation is done to get the level of customer satisfaction on UB Guest House service quality. The next step is to calculate the sigma level. In the analyze stage, analyzed the problems that occur by using tools Cartesius diagram and fishbone diagram. The next step is to improve phase, the aim is to give recommendation of improvement to the problem that happened. The result showed that the level of customer satisfaction that stay in the deluxe, superior and standard is under the target of satisfaction which is 5, both in fifth dimension and overall attribute. There are 8 attributes that need to be improved to improve the quality of service, ie employees work friendly, employees are always in place when needed, employees act quickly when receiving complaints from customers, clean bedroom equipment, breakfast menu varies, hot water from faucet , the sink and shower can flow smoothly, access to UB Guest House is smooth, and the parking lot is spacious. Recommendations for improvement include motivation class, increasing the number of workers, creating coordination lines among departments, finding new laundry partners and adding one sollar water heater on the 4th floor. The recommendation of improvement is expected to assist in improving the quality of UB Guest House service.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FT/2017/630/051707223 |
| Uncontrolled Keywords: | Kepuasan Pelanggan, Kualitas Pelayanan, Metode Service Quality (Servqual), Metode Six Sigma |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.5 Management of production > 658.56 Product control, packaging; waste control and utilization > 658.562 Quality control |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 28 Aug 2017 01:11 |
| Last Modified: | 18 Nov 2024 04:00 |
| URI: | http://repository.ub.ac.id/id/eprint/1733 |
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