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

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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

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