The Implementation of Quality Function Deployment (QFD) In Increasing Customer Satisfaction in PT PLN (Persero) Unit Induk Distribusi (UID) Jakarta Raya UP3 Menteng


Authors : Didin Wahyudin; Ahmad Hidayat Sutawidjaya

Volume/Issue : Volume 6 - 2021, Issue 7 - July

Google Scholar : http://bitly.ws/9nMw

Scribd : https://bit.ly/3iGhtNv

This study aims to determine the service quality of PT PLN (Persero) Unit Induk Distribusi (UID) Jakarta Raya UP3 Menteng on customer satisfaction of household units and this research is a descriptive study with a total of 100 respondents. The analysis method uses Service Quality (SERVQUAL), Importance Performance Analysis (IPA), and Quality Function Development (QFD) methods with House of Quality (HOQ). The results of data analysis using the SERVQUAL method show that the overall level of customer satisfaction is 78.4%. This means that there are many improvements that need to be made by the management of PT PLN (Persero) Unit Induk Distribusi Jakarta Raya UP3 Menteng to be able to increase customer satisfaction. Then, in the IPA method, there are 7 service quality attributes that must be improved. While in the QFD method, the results of data analysis show that the action of “Procurement of Officer Training with Maximum Improvements” is the top priority

Keywords : Service Quality, Customer Satisfaction, SERVQUAL, IPA, QFD, HOQ

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Paper Submission Last Date
30 - November - 2021

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