INOVASI LAYANAN JASA JOGJAKITA DALAM UPAYA PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD)

Yoga Pratama, Roychan (2023) INOVASI LAYANAN JASA JOGJAKITA DALAM UPAYA PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD). Thesis thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

JogjaKita is an online transportation application built with the aim offacilitate community activities and contribute to improving welfarepublic. Services provided by JogjaKita such as JogjaCar, JogjaRide,JogjaKurir, JogjaShop, JogjaFood, JogjaSend, Payment, Ticketing, and others.Because JogjaKita is still relatively new and still lagging behind similar businesses,So this research is useful for providing input obtained fromvoice of customer so that JogjaKita can develop and improveservice quality.This research aims to determine the quality of JogjaKita's services, as well asknow the level of service that has been provided in accordance with wishesJogjaKita users, and to find out the voice of customer from usersJogjaKita as an effort to improve the quality of services providedgiven.This research uses the Quality Function Deployment (QFD) methodequipped with the creation of a House of Quality (HOQ). Results of this researchis a target setting based on technical response calculations. Every responsetechnical matters can be used as input for JogjaKita to improveand developing JogjaKita services. Results from direct interviewswith JogjaKita, the results of the company's technical response were obtained. A number ofthe company's technical response should be focused on improvements andcompany development are: (1) Developing JogjaKita services andservice innovation that is beneficial to customers. Useful service forcustomers, such as JogjaTour, JogjaKost, JogjaSmart, (2) Evaluating performancedrivers and increase the number of operating drivers, (3) Evaluate performanceJogjaKita application to provide convenience in accessing the applicationJogjaKita, (4) Training employees and drivers in dealing with customers, (5)Maintain customer security to build customer trust, (6)Building good communication between employees and driverscustomers, (7) Serve politely and kindly, (8) Maintain good relationshipsbetween employees and drivers and customers.

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