Wiati, Ni Made, Yuniawan, Dani ORCID: https://orcid.org/0000-0001-9343-0349, Kartikasari, Vetty, Dalulia, Primahasmi ORCID: https://orcid.org/0000-0001-8154-7734, Rofieq, Mochammad ORCID: https://orcid.org/0000-0003-1425-8793, Asmoro, Agus Yudi and Al Haq, Dzulfikar (2023) Usulan strategi peningkatan kualitas layanan dengan pendekatan metode Quality Function Deployment (QFD). Journal of Industrial View, 5 (1). pp. 70-80. ISSN 2723-0414 (p) ; 2685-3159 (e)

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Abstract

Universitas Merdeka Malang’s Employee Cooperative (Kopkar Unmer) has permanent members of all Lecturers, Employees and Cooperative Workers of the Universitas Merdeka Malang. Besides serving the needs of permanent members, Kopkar Unmer also serves the needs of thousands of students with several business units such as shops, savings and loans, photocopying, canteens and parking. With the large market potential that exists, Kopkar Unmer should continue to strive to improve service quality. Quality and appropriate services are needed by Kopkar Unmer to
maintain customer satisfaction amidst intense competition in similar businesses around the Unmer campus. Based on the results of Real Work Practices at Kopkar Unmer for shop, savings and loan and photocopying business units, there are several service qualities that have very high gaps. If this
is allowed then the longer the consumer satisfaction will be lower. For this reason, it is very important to conduct research to determine the appropriate Technical Response to be carried out in an effort to improve the quality of Unmer's Kopkar services. By using the Quality Function Deployment (QFD) approach, 10 priority Technical Responses were obtained, namely fast service response time, updating photocopiers, updating printing presses, conducting briefings before starting work, maintaining standard quality of goods, maximizing work time efficiency, changing layout in the shop and photocopy units, changes to the arrangement of stock items, tidying up unused items, adding jobdesk employees to each unit for a cleaning schedule.

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