Pengembangan Kualitas Layanan pada Kolam Renang Batang Tirtayasa Berdasarkan Prioritas Kebutuhan Konsumen (Pendekatan Quality Function Deployment (QFD))
Abstract
The business world which is experiencing an increase has an impact on business managers in promoting their business ventures to support the businesses they have started so that they can compete with other business managers. One effort that managers can take is to improve the quality of existing facilities according to customer needs. One of the steps used to evaluate services based on customer needs is by applying the Quality Function Deployment method. The Quality Function Deployment method is used to determine customer needs and formulate how the company can determine priorities for fulfilling these needs based on the condition of the company's resources. The Quality Function Deployment method refers to what customers need and how the company meets those needs. Based on the results of research conducted at the Batang Tirtayasa Swimming Pool using the Quality Function Deployment method, results were obtained in the form of three service attributes that were prioritized for customer needs, namely friendly employees, cleanliness and clarity of pool water, good response from employees to visitors. These three attributes will be developed and improved based on the results of three of the thirteen technical responses. The technical response is improving and checking facilities every month, improving service and employee performance, renting life jackets and other equipment.Dunia bisnis yang sedang mengalami peningkatan memberikan dampak bagi para pengelola bisnis dalam mempromosikan usaha bisnis mereka untuk menunjang usaha yang telah mereka rintis sehingga dapat bersaing dengan pengelola bisnis lainnya. Salah satu upaya yang dapat pengelola tempuh adalah dengan meningkatkan kualitas dari fasilitas yang ada sesuai dengan kebutuhan pelanggan. Salah satu langkah yang digunakan untuk melakukan evaluasi pelayanan berdasarkan kebutuhan pelanggan yaitu dengan menerapkan metode Quality Function Deployment. Metode Quality Function Deployment digunakan untuk mengetahui kebutuhan pelanggan beserta merumuskan bagaimana perusahaan dapat menentukan prioritas pemenuhan kebutuhan tersebut berdasarkan kondisi sumber daya perusahaan. Metode Quality Function Deployment mengacu pada apa yang dibutuhkan pelanggan dan bagaimana perusahaan memenuhi kebutuhan tersebut. Berdasarkan hasil penelitian yang dilakukan di Kolam Renang Batang Tirtayasa dengan menerapkan metode Quality Function Deployment, didapatkan hasil berupa tiga atribut pelayanan yang dijadikan prioritas kebutuhan pelanggan yaitu pegawai bersikap ramah, kebersihan dan kejernihan air kolam, respon baik pegawai kepada pengunjung. Ketiga atribut tersebut akan dilakukan pengembangan dan perbaikan berdasarkan hasil tiga dari tiga belas respon teknis. Respon teknis tersebut adalah pembenahan dan pengecekan fasilitas tiap bulan, meningkatkan pelayanan dan kinerja pegawai, penyewaan pelampung dan perlengkapan lainnya. Keywords:Swimming Pool,Service Quality,Quality Function Deployment,House of QualityCustomer NeedsReferences
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