Evaluasi Dan Perbaikan Kualitas Pelayanan Pada Rumah Ice Cream Purwokerto Atas waktu dan kesempatannya, saya ucapkan terima kasih.

Renata, Novitasari (2023) Evaluasi Dan Perbaikan Kualitas Pelayanan Pada Rumah Ice Cream Purwokerto Atas waktu dan kesempatannya, saya ucapkan terima kasih. Undergraduate Thesis thesis, Institut Teknologi Telkom Purwokerto.

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Abstract

Rumah Ice Cream is a cafe that has been established since 2012, providing desserts such as ice cream, french fries, and various noodle variants. This research is based on the fact that there is a decrease in transactions due to less than optimal service quality and the rise of business competitors such as Mixue and Brazilian Ice Cream & Coffee Purwokerto. The research aims to find out the attributes needed by customers to improve service quality, then find the priority interests of the services obtained through the House of Quality (HOQ), and make suggestions to the Purwokerto Ice Cream House. The method used in this research is Quality Function Deployment (QFD). Based on the results of priority data processing the main customer needs are owned by room conditions, expanding parking lots, ease of payment, having a unique logo atau mascot, complete facilities, having a variety of tastes, employee service, product quality, responsiveness of the cafe in responding to customer complaints, and the last improvement priority is product durability. While the main technical response priority is the layout of the room because it has a high importance weight of 535.92. However, the menu attribute is the last in the technical response priority order, because it has the smallest importance weight, namely 221.79. Based on these data, proposed improvements that can be implemented to improve the quality of service at the Purwokerto Ice Cream House by rearranging the room using bright colors such as pink combined with white, then digitizing bookkeeping to facilitate transactions using the cashier application, adding air conditioning facilities, giving a logo on each package, providing parking space, and adding flavors such as yogurt, green tea and red bean. Keywords: HOQ, Priority, QFD, Technical Response, Voice Of Customer

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