OPTIMALISASI KUALITAS PRODUK LAYANAN PURNA JUAL CHEVROLET SUMBER ANDALAN JOGJA DENGAN PENDEKATAN QFD
DOI:
https://doi.org/10.33633/jpeb.v3i2.2301Abstract
Penjualan yang stagnan pada produk Chevrolet terindikasi disebabkan oleh kualitas produk layanan purna jual yang belum optimal. Kinerja penjualan yang kurang baik memaksa Chevrolet melakukan efisiensi dengan menutup sebagian dealernya. Akibatnya Chevrolet Sumber Andalan Jogja menjadi dealer tunggal di kawasan pulau Jawa bagian Tengah. Tujuan dari penelitian ini adalah mengidentifikasi kebutuhan konsumen, mengidentifikasi bagaimana perusahaan dapat memenuhi kebutuhan konsumen (respon teknis), dan menentukan tingkat prioritas masing masing. Penelitian dilakukan secara descriptive research dengan melakukan observasi di Chevrolet Sumber Andalan Jogja, melakukan penyebaran kuesioner, mengolah data dan menganalisa menggunakan QFD. Hasil penelitian menunjukkan kebutuhan konsumen akan produk layanan purna jual Chevrolet secara prioritas meliputi 6 variabel, yaitu keandalan, harga, kecepatan, stok, sarana, dan pelayanan. Respon teknis perusahaan berdasarkan urutan prioritas meliputi: melengkapi alat servis dan perbaikan, menambah terminal servis, memperpanjang jam operasional, memberi pelatihan kepada staf dan teknisi, dan menambah pegawai.Kata Kunci : Quality Function Deployment; Operasional; Peningkatan KualitasDownloads
Published
2018-09-11
How to Cite
Cahya, H. N. (2018). OPTIMALISASI KUALITAS PRODUK LAYANAN PURNA JUAL CHEVROLET SUMBER ANDALAN JOGJA DENGAN PENDEKATAN QFD. Jurnal Penelitian Ekonomi Dan Bisnis, 3(2), 91–100. https://doi.org/10.33633/jpeb.v3i2.2301
Issue
Section
Articles
License
Authors who publish with this journal agree to the following terms:- The journal allow the authors to hold the copyright without restrictions and allow the authors to retain publishing rights without restrictions.
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
This work is licensed under a Creative Commons Attribution 4.0 International License. Which means you are free to:- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.