OPTIMALISASI KUALITAS PRODUK LAYANAN PURNA JUAL CHEVROLET SUMBER ANDALAN JOGJA DENGAN PENDEKATAN QFD

Authors

  • Handy Nur Cahya Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Dian Nuswantoro

DOI:

https://doi.org/10.33633/jpeb.v3i2.2301

Abstract

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 Kualitas

Downloads

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

Vol. 3 No. 2 (2018): Jurnal Penelitian Ekonomi dan Bisnis

Section

Articles

License

Authors who publish with this journal agree to the following terms:
  1. The journal allow the authors to hold the copyright without restrictions and allow the authors to retain publishing rights without restrictions. 
  2. 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.
  3. 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.
  4. 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).
  5. Creative Commons License
    This work is licensed under a Creative Commons Attribution 4.0 International License.  Which means you are free to:
    • Adapt — remix, transform, and build upon the material for any purpose, even commercially.

Most read articles by the same author(s)

Obs.: This plugin requires at least one statistics/report plugin to be enabled. If your statistics plugins provide more than one metric then please also select a main metric on the admin's site settings page and/or on the journal manager's settings pages.