Peningkatan Pelayanan Jasa dengan Menggunakan Metode Servqual dan Metode Quality Function Deployment (Studi Kasus di Larissa Skin Care and Hair Treatment, Surakarta)

Zakaria, Roni and Fahma, Fakhrina and Sri Linuwih, Sugesti (2007) Peningkatan Pelayanan Jasa dengan Menggunakan Metode Servqual dan Metode Quality Function Deployment (Studi Kasus di Larissa Skin Care and Hair Treatment, Surakarta). Performa, 6 (2). pp. 81-86.

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    Abstract

    Larissa Skin Care and Hair Treatment is one of service industry serving treatment of skin and hair which have the concept of "Back to Nature". by the using number of the same service industry in Surakarta and the awareness of consumers toward how important the quality is beauty clinic in Surakarta have to struggle order to be able to give service in accordance with customers needs and desines. To solve these challenges, research was done to observe and to know what is exactly desires and needs of customers in beauty clinic Larissa Surakarta. It used several method are used to calculate the discrepancy between customers preception and their hope. Quality function Deployment is used as mean to evaluate quality of service given to customers by arranging programs through house of quality. By combining those two methods of Quality Function Deployment method and Servqual method, hopefully it would improve performance better. the research resulted three variables were choose in priority scale to improve the quality of service, they are holding toward customers given by capsters, beautician and doctors, beauty equipment used , recovery or the result of using Larissa treatment how Larissa solve the problem or complain from customers, and friendliness of staffs and doctors toward customers.

    Item Type: Article
    Subjects: T Technology > TA Engineering (General). Civil engineering (General)
    Divisions: Fakultas Teknik
    Fakultas Teknik > Teknik Industri
    Depositing User: Budhi Kusumawardana Julio
    Date Deposited: 09 Jul 2013 14:26
    Last Modified: 09 Jul 2013 14:26
    URI: https://eprints.uns.ac.id/id/eprint/1536

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