Sari, Yenny and Wahyudi, Rahman Dwi and Anugrawan, Muhammad Obby (2022) Upaya Peningkatan Kualitas Layanan Logistik Distributor Compressed Natural Gas (CNG) Melalui Integrasi Service Quality, Kano, House of Quality (Perspektif Konsumen) dengan Competitive Profile dan Grand Strategy Matrix (Perspektif Manajemen Strategis). JIE (Journal of Industrial Engineering), 7 (1). pp. 1-14. ISSN 2527-4139 (online); 2503-3670 (print)
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Abstract
SERVQUAL has become the root concept and model to improve service quality and its development has grown through its integration with the methodology of Kano and House of Quality (HoQ). This integration is using the consumer perspective as the base for measuring service quality and formulating action plans to improve it. These integrations produce improvement plans which are localized on the perceptions, expectations, and interests from the perspective of consumers. They tend to produce generic improvements and the improvement plans are also sometimes not aligned with the vision, mission, strategy, the direction of organizational development, and competitive conditions experienced by the organization. Thus, this study provides empirical evidence of an integrated approach for formulating service quality improvement plans and the formulation was derived not only from the perspective of consumers but also considered the perspective of strategic management. The research object is a distributor company providing Compressed Natural Gas (CNG). Through this research, the integration scheme of SERVQUAL, Kano, and House of Quality (based on consumer perspective) is applied to CNG distributors, using 32 service attributes defined based on logistic service criteria, leading to 6 improvement solutions. The integration framework was then evolved towards the usage of SWOT, Competitive Profile Matrix and Grand Strategy Matrix (based on strategic management perspective) resulting in 8 business strategies; it was followed by the result of service quality improvement plans which are far more qualified and have strategic value such as raise the interest of people to use GASRA products, build a brand image of GASRA products, as well as use social media to offer gas products.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | SERVQUAL, Kano, House of Quality, Competitive Profile Matrix, Grand Strategy Matrix, Logistic Service |
| Subjects: | Q Science > Q Science (General) |
| Divisions: | Faculty of Engineering > Department of Industrial Engineering |
| Depositing User: | Yenny Sari 61147 |
| Date Deposited: | 08 Aug 2022 10:47 |
| Last Modified: | 08 Aug 2022 10:47 |
| URI: | http://repository.ubaya.ac.id/id/eprint/42280 |
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