Usulan Konsep Peningkatan Pelayanan Jasa di LBPP LIA Surakarta dengan Menggunakan Model SERVQUAL dan Metodologi Quality Function Deployment

Kartikawati, and Pujiyanto, Eko and Rosyidi, Cucuk Nur (2003) Usulan Konsep Peningkatan Pelayanan Jasa di LBPP LIA Surakarta dengan Menggunakan Model SERVQUAL dan Metodologi Quality Function Deployment. Performa, 2 (2). pp. 75-83.

[img] PDF - Published Version
Download (157Kb)

    Abstract

    This research is aimed to to identified customers’ needs in LBPP LIA Surakarta. Based on these identified customers’ need then the pre-concept of quality improvements in LBPP LIA Surakarta is made. Model that is used to identified customers’ needs is SERVQUAL while the methodology that is used to form the deployment is Quality Function Deployment (QFD), beside the use of factor analysis to identify factors which are influenced the quality service in LBPP LIA Surakarta. Keywords : Service, SERVQUAL, QFD

    Item Type: Article
    Subjects: T Technology > TA Engineering (General). Civil engineering (General)
    Divisions: Fakultas Teknik
    Fakultas Teknik > Teknik Industri
    Depositing User: BP Mahardika
    Date Deposited: 09 Jul 2013 23:07
    Last Modified: 09 Jul 2013 23:07
    URI: https://eprints.uns.ac.id/id/eprint/1680

    Actions (login required)

    View Item