Tag Archives: quality function deployment

Implementation Of Delphi Method And Servqual To Improve Education Service Quality

IMPLEMENTATION OF DELPHI METHOD AND SERVQUAL TO IMPROVE EDUCATION SERVICE QUALITY
Authors : Nasir Widha Setyanto, ARIF RAHMAN & Addelina Trisagita

Abstract : Educational institution has to recognize the needs of customers to improve the education service quality. To improve and ensure the education service quality, it implements continuous improvement of service quality starting to measure student satisfaction based on the servqual dimensions and National Accreditation components. Continue reading

Implementation Of Service Quality (Servqual) And Quality Function Deployment (QFD) To Improve Customer Service

IMPLEMENTATION OF SERVICE QUALITY (SERVQUAL) AND QUALITY FUNCTION DEPLOYMENT (QFD) TO IMPROVE CUSTOMER SERVICE
Authors : Nasir Widha Setyanto, ARIF RAHMAN, Arief Rahmawan

Abstract : The state public service companies should improve and maintain its service quality. This study integrates Servqual and QFD to interpret consumer perceptions of service quality based on voice of customer into technical quality specification that should be provided by the company. Continue reading