eprintid: 51412
rev_number: 10
eprint_status: archive
userid: 12460
dir: disk0/00/05/14/12
datestamp: 2022-06-27 01:51:52
lastmod: 2022-06-27 01:51:52
status_changed: 2022-06-27 01:51:52
type: thesis
metadata_visibility: show
contact_email: muh.khabib@uin-suka.ac.id
creators_name: Rizki Julia Fani, NIM.: 18106060003
title: ANALISIS KUALITAS PELAYANAN PELANGGAN BERBASIS INTEGRASI SERVICE QUALITY – SIX SIGMA-DMAIC (STUDI KASUS: SUPER DAZZLE YOGYAKARTA)
ispublished: pub
subjects: TA
divisions: jur_tind
full_text_status: restricted
keywords: Kepuasan Pelanggan, Service Quality, Six Sigma –DMAIC
note: Pembimbing: Khusna Dwijayanti, Ph.D.
abstract: The business world (retail business) continues to change. So companies are
required to continue to grow, survive, fulfill customer desires and provide added
value. One of the main factors is the quality of service. The higher the level of
competition, it is important to continue to improve the quality of the customer
service system. Super Dazzle Store Yogyakarta, Road Kaliurang branch is a retail
business that sells various kinds of products in the form of services. Based on
observation data from some customers in July 2021 - January 2022 there are still
several complaints stating that the quality of service received is not fully
appropriate. Strengthened by the results of interviews in February 2022, they still
get the same thing. Starting from the inadequate number of cashiers, employees pay
less attention to product quality, some of the arrangement of goods is still messy,
the existing product stock is incomplete, service to customers is bad, and several
other services are still felt by customers to be lacking. This study aims to determine
the level of customer satisfaction with the quality of service provided and determine
the service quality attributes using servqual. After identifying if there are types of
services that are not good, then improvements are made using six sigma - DMAIC.
The results of this study note that most customers are not satisfied, this is evidenced
by the results of servqual with a negative gap value. So it is necessary to improve
the attributes using the six sigma – DMAIC method. From the results of six sigma
- DMAIC processing, the priority of store service improvement is obtained, namely
the attributes of T5, RE4, T2, R5, T1, E4, T7, RE5, and R3. Then suggestions for
improvement can be given based on these attributes. The outline is periodic
monitoring, affirmation of SOP, additional working hours, adding employees,
making posters of appeal, adding other facilities, selecting quality human
resources, paying more attention to employees, renovating, expanding areas,
training once a month, other activities carried out when shop conditions are quiet,
coordination is improved, intimacy is enhanced, gift giving and so on
date: 2022-05-27
date_type: published
pages: 191
institution: UIN SUNAN KALIJAGA YOGYAKARTA
department: FAKULTAS SAINS DAN TEKNOLOGI
thesis_type: skripsi
thesis_name: other
citation:   Rizki Julia Fani, NIM.: 18106060003  (2022) ANALISIS KUALITAS PELAYANAN PELANGGAN BERBASIS INTEGRASI SERVICE QUALITY – SIX SIGMA-DMAIC (STUDI KASUS: SUPER DAZZLE YOGYAKARTA).  Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.   
document_url: https://digilib.uin-suka.ac.id/id/eprint/51412/1/18106060003_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf
document_url: https://digilib.uin-suka.ac.id/id/eprint/51412/2/18106060003_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf