Analysis of Customer Satisfaction Level Using QFD and IPA Methods to Improve Service Quality
Analisis Tingkat Kepuasan Pelanggan Menggunakan Metode QFD dan IPA Guna Upaya Peningkatan Kualitas Pelayanan
DOI:
https://doi.org/10.21070/ups.4917Keywords:
Quality Function Deployment , Importance Performance Analysis , Customer SatisfactionAbstract
The high level of complaints about service in the last three months, namely in September it was 29.2%, in October it was 35.2% and in November it was 35.2%, makes this research aim to analyze what factors influence the level of customer satisfaction in FOS GYM. Analysis data was collected by distributing questionnaires which were then tested using validity and reliability tests. The analysis methods used are the QFD and IPA methods. QFD and IPA methods are used to clarify how to make improvements. The results of the research show that the service variable attributes that do not meet customer satisfaction in the dimensions of reliability and level of satisfaction are: workers providing wholehearted service, workers maintaining the cleanliness and comfort of the gym room, equipping gym equipment and repairing damaged facilities and infrastructure and providing a suggestion box. to increase satisfaction and maintain customer loyalty at the FOS gym
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