UPAYA PENINGKATAN KUALITAS PELAYANAN JASA

DENGAN INTEGRASI SERVICE QUALITY DAN QUALITY

FUNCTION DEPLYOMENT

(Studi Kasus PDAM Kota Pasuruan)

Skripsi

Diajukan Kepada Universitas Muhammadiyah Malang

Untuk Memenuhi Salah Satu Persyaratan Akademik

Dalam Menyelesaikan Program Sarjana Teknik

Disusun Oleh:

IBAD MAHABI

201210140311072

JURUSAN TEKNIK INDUSTRI

FAKULTAS TEKNIK

UNIVERSITAS MUHAMMADIYAH MALANG

2017

LEMBAR PENGESAHAN SKRIPSI

UPAYA PENINGKATAN KUALITAS PELAYANAN JASA DENGAN

INTEGRASI SERVICE QUALITY DAN QUALITY FUNCTION

DEPLOYMENT

(Studi Kasus PDAM Kota Pasuruan)

Disusun Oleh:

IBAD MAHABI

201210140311072

Menyetujui dan Mengesahkan :

Malang, 15 November 2017

Dosen pembimbing I Dosen Pembimbing II

Teguh Baroto S.T., M.T. Shanty Kusuma Dewi S.T., M.T.

Mengetahui,

Ketua Jurusan Teknik Industri

Ilyas Mas’udin, Ph.D

KATA PENGANTAR

Assalaamu’alaikum Wr. Wb.

Segala puji syukur kehadirat Allah SWT, atas segala limpahan rahmat dan hidayah-Nya

yang diberikan kepada kita semua dalam kesempatan dan keadaan yang sehat wal’afiat hingga

saat ini. Amin Ya Robbal Aalamiin.

Tak lupa shalawat serta salam tetap tercurahkan kepada Nabi Muhammad SAW dan

keluarga serta para sahabat beliau. Dimana atas pengorbanan beliau, kita ditunjukkan dari jalan

gelap menuju jalan yang terang benderang sampai saat ini berupa ajaran agama Islam.

Alhamdulillah dalam kesempatan ini penulis dapat menyelesaikan Tugas Akhir yang

berjudul “UPAYA PENINGKATAN KUALITAS PELAYANAN JASA DENGAN

INTEGRASI SERVICE QUALITY DAN QUALITY FUNCTION DEPLYOMENT” dengan

baik dan lancar. Tugas Akhir ini diajukan kepada Universitas Muhammadiyah Malang untuk

memenuhi salah satu persyaratan akademik dalam menyelesaikan program Sarjana Teknik.

Dalam penyusunan dan dan penyelesaian Tugas Akhir ini telah banyak mendapat

bantuan, dukungan, do’a dan motivasi dari berbagai pihak mulai dari awal penelitian hingga

penyusunan laporan sampai terselesaikan. Maka pada kesempatan kali ini, penuis ingin

mengucapkan terima kasih sedalam-dalamnya kepada :

1. Allah SWT yang telah memberikan semua yang terbaik bagi penulis, segala karunia, rahmat

dan nikmat-Nya sehingga semuanya berjalann lancer sesuai dengan harapan.

2. Nabi Muhammad SAW yan menjadi panutan bagi penulis serta seluruh umat Islam.

3. Kepada orang tua yang penulis hormati dan sayangi, yang selalu mendo’akan yang terbaik

bagi penulis serta memerikan motivasi, nasehat dan himbauan yang terbaik bagi penulis

mulai lahir hingga sampai sekarang ini.

4. Kepada kedua saudara yang penulis sayangi, Dewanti Istifarda dan Arlet Ardho Ridho yang

mendukung penulis dari awal kuliah sampai lulus. Makasih ya!

5. Bapak Teguh Baroto S.T., M.T. selaku Dosen Pembimbing I.

6. Ibu Shanty Kusuma Dewi S.T., M.T. selaku Dosen Pembimbing II.

7. Bapak Dr. Ilyas Mas’udin, M.log., S.cm, Ph.D selaku Ketua Jurusan Teknik Industri

Universitas Muhammadiyah Malang.

8. Bapak Ir. H.M. Kholik, M.T. selaku dosen penguji I.

9. Ibu Dian Palupi R. S.T., M.T. selaku dosen penguji II.

10. Seluruh dosen dan karyawan Jurusan Industri Universitas Muhammadiyah Malang yang

selama ini telah membimbing dan memberikan ilmu bagi penulis serta membantu dalam

pengarahan sehingga Tugas Akhir ini dapat terselesaikan.

11. Seluruh keluarga, saudara-saudara, sepupu dan adik-adik serta anggota keluarga yang lain

dimana telah memberikan do’a serta dukungan motivasi untuk penulis.

12. Seluruh rekan-rekan mahasiswa Teknik Industri angkatan 2012 terutama untuk kelas B,

yang telah memberikan do’a dan dukungan kepada penulis. Dimanapun kalian berada tetap

kompak selalu.

13. Untuk BIWK A.K.A Intelligence Agency (Rizki Agus Nursadi, Andy Prayoga, Arik Abd

Muhyi, Dian Try Pamungkas dan admin game Werewolf) yang selalu memberikan

dukungan dan sarannya untuk saya selama ini.

14. Seluruh teman-teman penulis dari kecil yang memotivasi (Adi, Agung, Bayu, Naufal, Niko,

Yana, Mus’ab, Koted, Bapak, Darmo, Wawan, Colok, Dihyal) Kalian luar biasa dan buat

anak kos terima kasih juga, kalian biasa saja.

15. Serta pihak-pihak lain yang tidak dapat penulis sebutkan satu per satu yang telah membantu

serta memberikan do’a serta motivasi bagi penulis.

Dalam penulisan Tugas Akhir, penulis menyadari bahwa masih banyak kekurangan dan

kesalahan di dalamnya sehingga diharapkan kritik dan saran yang membangun di daam

perbaikan dan peningkatan kualitas Tugas Akhir ini. semoga penulisan laporan Tugas Akhir

dapat bermanfaat bagi semua pihak untuk ke depannya.

Sekian dan terima kasih, mohon maaf sebesar-besarnya bila ada kata ataupun kaliat yang

kurang berkenan dalam penuisan Tugas Akhir ini. Salam tampan,

Akhirul Salam,

Wassalammu’alaikum Wr. Wb.

Malang, 23 November 2017

Ibad Mahabi

DAFTAR ISI

HALAMAN JUDUL ........................................................................................................................

LEMBAR PENGESAHAN SKRIPSI ..............................................................................................

LEMBAR BIMBINGAN DOSEN PEMBIMBING .........................................................................

BERITA ACARA UJIAN.................................................................................................................

SURAT PERNYATAAN KEASLIAN ............................................................................................

SURAT KETERANGAN PENELITIAN DARI PERUSAHAAN ..................................................

KATA PENGANTAR ......................................................................................................................

ABSTRAK ........................................................................................................................................

ABSTRACT .......................................................................................................................................

DAFTAR ISI .....................................................................................................................................

DAFTAR TABEL .............................................................................................................................

DAFTAR GAMBAR ........................................................................................................................

DAFTAR LAMPIRAN .....................................................................................................................

BAB I PENDAHULUAN

1.1 Latar Belakang Penelitian ................................................................................... 1

1.2 Rumusan Masalah Penelitian .............................................................................. 2

1.3 Tujuan Penelitian ................................................................................................ 2

1.4 Manfaat Penelitian .............................................................................................. 3

1.5 Batasan Masalah Penelitian................................................................................. 3

1.6 Sistematika Penulisan ......................................................................................... 3

BAB II LANDASAN TEORI

2.1 Manajemen Kualitas dalam Industri Jasa ............................................................ 5

2.2 Konsep Pelanggan ............................................................................................... 7

2.3 Kepuasan Pelanggan ........................................................................................... 8

2.4 Metode Pengukuran Kepuasan Pelanggan .......................................................... 9

2.5 Service Quality .................................................................................................... 10

2.6 Quality Function Deployment ............................................................................. 15

2.6.1 Pengertian QFD ...................................................................................... 15

2.6.2 House of Quality ..................................................................................... 16

2.6.3 Tahap Penyusunan House of Quality ...................................................... 17

2.6.4 Keunggulan QFD .................................................................................... 22

2.6.5 Komponen HOQ ..................................................................................... 22

2.6.6 Manfaat QFD .......................................................................................... 23

2.7 Teknik Pengambilan Sampel............................................................................... 24

2.8 Uji Validitas ........................................................................................................ 26

2.9 Uji Reabilitas ....................................................................................................... 28

BAB III METODOLOGI PENELITIAN

3.1 Pendahuluan ........................................................................................................ 29

3.2 Metode Penelitian................................................................................................ 29

3.3 Prosedur Penelitian.............................................................................................. 29

3.3.1 Perumusan Masalah ..................................................................................... 29

3.3.2 Tujuan Penelitian ......................................................................................... 30

3.3.3 Identifikasi Masalah dan Studi Literatur ...................................................... 30

3.4 Pengumpulan Data .............................................................................................. 30

3.4.1 Data Primer .................................................................................................. 30

3.4.2 Data Sekunder .............................................................................................. 31

3.5 Identifikasi Atribut .............................................................................................. 31

3.6 Penyusunan Kuesioner ........................................................................................ 32

3.7 Penyebaran Kuesioner Tahap 1 .......................................................................... 33

3.8 Pengolahan Data ................................................................................................. 33

3.8.1 Uji Validitas dan Uji Reabilitas ................................................................... 33

3.8.2 Penentuan Jumlah Sampel ........................................................................... 33

3.8.3 Penyebaran Kuesioner Tahap 2.................................................................... 34

3.9 Perhitungan Nilai Servqual ................................................................................. 34

3.10 Metode QFD ........................................................................................................ 34

3.10.1 Importance to Customer............................................................................... 34

3.10.2 Customer Satisfaction Performance ............................................................ 35

3.10.3 Goal .............................................................................................................. 35

3.10.4 Improvement Ratio ....................................................................................... 35

3.10.5 Sales Point.................................................................................................... 35

3.10.6 Raw Weight .................................................................................................. 35

3.10.7 Normalized Raw Weight............................................................................... 35

3.10.8 Menyusun Daftar Technical Response ......................................................... 35

3.10.9 Mengembangkan Hubungan antara Matrik.................................................. 36

3.10.10 Mengembangkan Matrik Teknis ................................................................. 36

3.10.11 Prioritas ....................................................................................................... 36

3.10.12 Contribution ................................................................................................ 36

3.10.13 Target .......................................................................................................... 36

3.10.14 Pembentukan Rumah Kualitas .................................................................... 37

3.11 Analisa dan Pembahasan ..................................................................................... 37

3.12 Kesimpulan dan Saran ......................................................................................... 37

3.13 Flowchart Metodologi Penelitian ........................................................................ 37

BAB IV PENGUMPULAN DAN PENGOLAHAN DATA

4.1 Pengumpulan data ............................................................................................... 39

4.1.1 Gambaran umum tentang objek penelitian .................................................. 39

4.1.2 Visi, misi, dan motto perusahaan ................................................................. 39

4.1.3 Atribut layanan dimensi servqual ................................................................ 40

4.2 Pengolahan data .................................................................................................. 42

4.2.1 Penentuan jumlah sampel............................................................................. 42

4.2.2 Uji validitas .................................................................................................. 43

4.2.3 Uji reabilitas ................................................................................................. 44

4.3 Tahap perhitungan servqual ................................................................................ 45

4.3.1 Perhitungan nilai total persepsi dan ekspetasi .............................................. 45

4.3.2 Perhitungan skor persepsi dan ekspetasi ...................................................... 47

4.3.3 Perhitungan nilai servqual (gap) tiap atribut ................................................ 48

4.4 Tahap perancangan QFD .................................................................................... 50

4.4.1 Menyusun customer needs (matrik whats)................................................... 50

4.4.2 Membuat planning matrix ............................................................................ 50

4.4.2.1 Importance to customer ....................................................................... 50

4.4.2.2 Customer satisfaction performance ..................................................... 51

4.4.2.3 Competitive satisfaction performance ................................................. 52

4.4.2.4 Goal...................................................................................................... 53

4.4.2.5 Improvement ratio ................................................................................ 53

4.4.2.6 Sales point ............................................................................................ 54

4.4.2.7 Raw weight ........................................................................................... 55

4.4.2.8 Normalized raw weight ........................................................................ 56

4.4.3 Menyusun daftar technical response (Matrik hows) .................................... 56

4.4.4 Mengembangkan hubungan antar matrik whats dan hows (relationship matrix)

...................................................................................................................... 57

4.4.5 Menentukan hubungan antar matrik hows (technical correlation) .............. 59

4.4.6 Mengembangkan matrik teknis (technical matrix) ..................................... 60

4.4.6.1 Prioritas ................................................................................................ 60

4.4.6.2 Contribution ......................................................................................... 61

4.4.6.3 Benchmarking ...................................................................................... 61

4.4.6.4 GAP ...................................................................................................... 62

4.4.6.5 Target ................................................................................................... 63

4.4.7 Pembentukan rumah kualitas (house of quality) .......................................... 64

BAB V ANALISIS PEMBAHASAN

5.1 Analisis data kualitatif ........................................................................................ 66

5.2 Pengolahan data .................................................................................................. 68

5.2.1 Analisis kecukupan jumlah sampel .............................................................. 68

5.2.2 Analisis uji validitas ..................................................................................... 68

5.2.3 Analisis uji reabilitas .................................................................................... 69

5.3 Hasil perhitungan servqual ................................................................................. 69

5.3.1 Analisis skor persepsi dan ekspetasi ............................................................ 69

5.3.2 Analisis nilai servqual (gap) ........................................................................ 70

5.4 Analisis HOQ (House of Quality) ....................................................................... 70

5.4.1 Analisis customer needs (matrik whats) ...................................................... 70

5.4.2 Analisis planning matrix .............................................................................. 71

5.4.2.1 Analisis Importance to customer ......................................................... 71

5.4.2.2 Analisis Customer satisfaction performance ....................................... 71

5.4.2.3 Analisis Competitive satisfaction performance ................................... 72

5.4.2.4 Analisis Goal ....................................................................................... 72

5.4.2.5 Analisis Improvement ratio.................................................................. 73

5.4.2.6 Analisis Sales point .............................................................................. 73

5.4.2.7 Analisis Raw weight ............................................................................. 74

5.4.2.8 Analisis Normalized raw weight .......................................................... 75

5.4.3 Analisis technical response (Matrik hows) .................................................. 75

5.4.4 Analisis hubungan antar matrik whats dan hows (relationship matrix) ...... 75

5.4.5 Analisis hubungan antar matrik hows (technical correlation) ..................... 77

5.4.6 Analisis matrik teknis (technical matrix) .................................................... 79

5.4.6.1 Analisis prioritas .................................................................................. 79

5.4.6.2 Analisis contribution ............................................................................ 79

5.4.6.3 Analisis benchmarking......................................................................... 80

5.4.6.4 Analisis GAP ........................................................................................ 80

5.4.6.5 Analisis Target ..................................................................................... 80

5.5 Prioritas respon teknis ......................................................................................... 81

5.6 Hasil analisis pembahasan .................................................................................. 81

BAB VI KESIMPULAN DAN SARAN

6.1 Kesimpulan ......................................................................................................... 84

6.2 Saran ................................................................................................................... 85

DAFTAR PUSTAKA

LAMPIRAN

DAFTAR GAMBAR

Gambar 2.1 Model Konseptual Servqual ........................................................................ 13

Gambar 2.2 House of quality .......................................................................................... 16

Gambar 3.1 Flowchart Prosedur Penelitian .................................................................... 38

Gambar 4.1 Matrik Whats dan Hows .............................................................................. 58

Gambar 4.2 Matrik hubungan antar respon teknis .......................................................... 59

Gambar 4.3 House of Qaulity ......................................................................................... 65

DAFTAR TABEL

Tabel 2.1 Simbol Relation Matrix .................................................................................. 20

Tabel 2.2 Simbol Technical Correlation ........................................................................ 20

Tabel 2.3 Simbol Target Value ....................................................................................... 21

Tabel 4.1 Atribut layanan dimensi servqual ................................................................... 41

Tabel 4.2 Hasil uji validitas kuesioner ............................................................................ 43

Tabel 4.3 Hasil uji reabilitas kuesioner........................................................................... 44

Tabel 4.4 Hasil perhitungan total nilai persepsi.............................................................. 45

Tabel 4.5 Hasil perhitungan total nilai ekspetasi ............................................................ 46

Tabel 4.6 Skor persepsi oleh pelanggan ......................................................................... 47

Tabel 4.7 Skor ekspetasi oleh pelanggan ........................................................................ 48

Tabel 4.8 Nilai SERVQUAL (gap) tiap atribut .............................................................. 49

Tabel 4.9 Customer needs ............................................................................................... 50

Tabel 4.10 Nilai importance to customer ....................................................................... 51

Tabel 4.11 Nilai customer satisfaction performance ...................................................... 51

Tabel 4.12 Nilai competitive satisfaction performance .................................................. 52

Tabel 4.13 Hasil penentuan nilai goal ............................................................................ 53

Tabel 4.14 Hasil perhitungan improvement ratio ........................................................... 54

Tabel 4.15 Hasil penentuan sales point .......................................................................... 54

Tabel 4.16 Hasil perhitungan raw weight ....................................................................... 55

Tabel 4.17 Hasil perhitungan normalized raw weight .................................................... 56

Tabel 4.18 Hasil perhitungan nilai prioritas ................................................................... 60

Tabel 4.19 Hasil perhitungan nilai contribution ............................................................. 61

Tabel 4.20 Hasil perhitungan benchmarking .................................................................. 62

Tabel 4.21 Hasil perhitungan nilai gap ........................................................................... 63

Tabel 4.22 Target respon teknis ...................................................................................... 64

DAFTAR PUSTAKA

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Publishing Company

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tanggal 22 Oktober 2017

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Kualitas Pelanggan PT. Pos Indonesia Persero Kantor Wilayah Surabaya Selatan dengan

Metode Servqual, Metode Kano, dan Quality Function Deplyoment (QFD) diunduh tanggal

2 Maret 2017

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Indonesia

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Tjiptono, Fandy. 1996. Manajemen Jasa. Yogyakarta: Andi Offset

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