ANALISIS INTEGRASI KONSEP SERVQUAL DAN QUALITY FUNTION DEPLOYMENT (QFD) DALAM RANGKA MENINGKATKAN EKSPEKTASI KONSUMEN DAN KUALITAS LAYANAN JASA TRANSPORTASI PT GANESHA JAYA MANDIRI

Abstract

     Service quality provided by the company will determine the level of consumer satisfaction and affect the consumer loyalty to the company. PT GANESHA JAYA MANDIRI as one of transportation service companies must do service quality improvement which is offered continously. Service quality improvement could be done by using the integration of SERVQUAL concept and QFD. The results show that  PT GANEHSA JAYA MANDIRI’s services still unsatisfied the consumer with the value gap between reality and hope was negative. From 25 attributes tested, 24 attributes had negative and one attribute had positive value gap. Using IPA method there were 5 customer requirement attributes and 6 technical descriptors attributes. The design of 6 prioritized strategies was given to improve the service quality of PT GANESHA JAYA MANDIRI.