Analisis Kualitas Pelayanan kepada Pelanggan PDAM Tirta Danau Tempe melalui Pendekatan Quality Function Deployment

Setiani Mutia ; Ana
Manufaktur: Publikasi Sub Rumpun Ilmu Keteknikan I... 📅 2024 Vol 2, No 3 🔗 DOI: 10.61132/manufaktur.v2i3.522
Abstract
This study aims to analyze the service quality of PDAM Tirta Danau Tempe in Wajo Regency using the Quality Function Deployment (QFD) method with the House of Quality (HoQ) approach. The research methods used include qualitative data collection through interviews and observations, and quantitative data through questionnaires filled out by 30 respondents from 650 PDAM customers. Validity and reliability tests were conducted to ensure data consistency, while HoQ analysis was used to link customer desires with the quality of service provided. The results show that the most important service attributes for customers are the PDAM's good reputation, timely office operation time, and effective communication by staff. However, some aspects such as the company's compliance with service promises and the availability of a comfortable waiting room need to be improved. The conclusion of this study is that there is a need to improve service quality through a thorough evaluation of these attributes to increase customer satisfaction and strengthen their loyalty. Technical recommendations include improving employee work ethics, handling customer complaints, and more appropriate employee placement to improve PDAM service performance.
Keywords
PDAM; service quality; customer satisfaction; House of Quality
How to Cite

Setiani Mutia & Ana (2024). Analisis Kualitas Pelayanan kepada Pelanggan PDAM Tirta Danau Tempe melalui Pendekatan Quality Function Deployment. Manufaktur: Publikasi Sub Rumpun Ilmu Keteknikan Industri, 2(3). https://doi.org/10.61132/manufaktur.v2i3.522

Setiani Mutia, Ana, "Analisis Kualitas Pelayanan kepada Pelanggan PDAM Tirta Danau Tempe melalui Pendekatan Quality Function Deployment," Manufaktur: Publikasi Sub Rumpun Ilmu Keteknikan Industri, vol. 2, no. 3, 2024.

Setiani Mutia, Ana. "Analisis Kualitas Pelayanan kepada Pelanggan PDAM Tirta Danau Tempe melalui Pendekatan Quality Function Deployment." Manufaktur: Publikasi Sub Rumpun Ilmu Keteknikan Industri, vol. 2, no. 3, 2024.

Setiani Mutia, Ana. "Analisis Kualitas Pelayanan kepada Pelanggan PDAM Tirta Danau Tempe melalui Pendekatan Quality Function Deployment." Manufaktur: Publikasi Sub Rumpun Ilmu Keteknikan Industri 2, no. 3 (2024).

Setiani Mutia & Ana (2024) 'Analisis Kualitas Pelayanan kepada Pelanggan PDAM Tirta Danau Tempe melalui Pendekatan Quality Function Deployment', Manufaktur: Publikasi Sub Rumpun Ilmu Keteknikan Industri, 2(3). doi: 10.61132/manufaktur.v2i3.522.

Setiani Mutia, Ana. Analisis Kualitas Pelayanan kepada Pelanggan PDAM Tirta Danau Tempe melalui Pendekatan Quality Function Deployment. Manufaktur: Publikasi Sub Rumpun Ilmu Keteknikan Industri. 2024;2(3).

Artikel Terkait

Implementasi Forecasting Maintenance dalam Pengelolaan Perawatan Dump Truck pada Operasi Pertambangan

Mad Yusup; Diyaa Aaisyah Salmaa Putri Atmaja; Purbawati Purbawati; Ida Rosanti; Tommy Mohammad Chadiq; Mailina Ihya Nashafiyah

Perencanaan Penggantian dan Perbaikan Komponen Mesin Die Casting Kapasitas 40 Unit/Jam dengan Metode IRRO

Muhammad Yusuf Prayitno; Syamsul Hadi; Bagus Prakoso; David Avelino Anugerah Krishna Pamungkas; Ahmad Zulfa Sibro Malisi

Perencanaan Penggantian Komponen Generator Listrik Daya 2,5 kW

Reza Nandhika Putra Wijaya; Syamsul Hadi; Mochammad Reza Maulana Ramadhon; Bintang Erlangga; Yohan Nur Azizi; Hallan Shandria Rifqi

Analysis of Hexagonal Head Bolt Production of M10 × 100 mm at a Capacity of 500 Units/Hour

Muhammad Afaq Ahmad Khan; Syamsul Hadi; Ramadhani Rafi Rasheesa; Sulaiman Sulaiman

Centrifugal Pump Maintenance Planning with a Capacity of 650 Liters/Minute for 2026

Adesta Dermawan Wicaksono; Syamsul Hadi; Asset Cahya Wardhana; Ajang Deng Arok; Atem Juacg Kelei Juach

Pengaruh Implementasi Teknologi Rekayasa Industri terhadap Peningkatan Kapabilitas SDM di Sektor Produksi

Abrar Guntar Damanik; Rendy Purwanto; Rafly Zam Zami Anwar; Abdurrozaq Hasibuan
Tren Sitasi Jurnal