ANALISIS KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DENGAN METODE QFD ( QUALITY FUNCTION DEPLOYMENT ) PADA JASA TRANSPORTASI BUS PO. LITHA & CO TRAYEK MAKASSAR-TORAJA

Abstract

Competition in the transportation services industry is getting tougher. Because there are some transportation services company that sprung up with the latest innovations. In this competition, every bus company doesn’t want to lose market share. In order to survive the competition, the level of fulfillment of consumer needs must be developed to offset the increase on the services quality with the services of the service providers. The success of services depending on how the service can fulfill the consumer expectations. PO. Litha & Co is one of the bus company that has long stood. This company also had an advanced icon number one in South Sulawesi. As time goes by the position of the company was then being compete by the emergence of new bus companies. In order to survive in the competition, the quality of services should be improve, by providing quality service and good facilities to the consumer. One way to create quality services that can fulfill the desires of consumers is to establish the Quality Function Deployment (QFD) There are 25 attributes of customer needs obtained from respondents as a key customer and 19 technical responses. In this research, which is used as a key competitor is PO. Manggala Trans and PO. Metro Permai. Data analyze used descriptive method which lays out a general overview of the company. To analyze the quality of service used QFD through HOQ matrix. The application of QFD method begin with the preparation of the HOQ matrix. Based on the obtained data, PO. Litha & CO have low level of satisfaction under it’s both competitors. Therefore it is necessary to improve the quality of service to the company. The general improvements quality of service to the technical responses refers to PO. Mangala Trans.