PENINGKATAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DENGAN MENGGUNAKAN

INTEGRASI METODE SERVICE QUALITY DAN MODEL KANO KE DALAM QUALITY FUNCTION DEPLOYMENT

(QFD)

(Objek Penelitian : WonderWash Laundry)

Halaman judul Skripsi

Diajukan Kepada Universitas Muhammadiyah Malang Untuk Memenuhi Salah Satu Persyaratan Akademik

Dalam Menyelesaikan Program Sarjana Teknik

Nur Iffa Fadhilah 201610140312150

JURUSAN TEKNIK INDUSTRI

FAKULTAS TEKNIK

UNIVERSITAS MUHAMMADIYAH MALANG

2018

KATA PENGANTAR

Puji syukur penulis panjatkan kehadirat Allah SWT yang telah melimpahkan rahmat

dan hidayah-Nya sehingga penulis dapat menyelesaikan skripsi berjudul “PENINGKATAN

KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DENGAN

MENGGUNAKAN INTEGRASI METODE SERVICE QUALITY DAN MODEL

KANO KE DALAM QUALITY FUNCTION DEPLOYMENT (QFD)”. Skripsi ini

merupakan salah satu persyaratan untuk menyelesaikan pendidikan tingkat Sarjana pada

Jurusan Teknik Industri, Fakultas Teknik Universitas Muhammadiyah Malang.

Penulisan skripsi ini tidak terlepas dari dukungan dan bantuan dari berbagai pihak. Penulis

mengucapkan terima kasih kepada :

1. Ilyas Mas’udin., ST., M.Log.,ScM.Ph.D selaku Ketua Jurusan Teknik Industri

2. Teguh Baroto., ST, MT selaku dosen pembimbing I

3. Shanty Kusuma Dewi., ST, MT selaku dosen pembimbing II

4. Ilyas Mas’udin., ST., M.Log.,ScM.Ph.D dan Dian Palupi Restuputri., ST, MT. selaku

dosen penguji ujian skripsi

5. WonderWash Laundry selaku pihak obyek peneltian

Penulis berharap dengan segala puji hanya milik Allah SWT, semoga karya skripsi ini dapat memberikan manfaat.

Malang, 12 November 2018

Penulis

DAFTAR ISI HALAMAN JUDUL ............................................................................................................................. i LEMBAR PENGESAHAN SKRIPSI ................................................................................................... ii LEMBAR ASISTENSI SKRIPSI ........................................................................................................ iii BERITA ACARA UJIAN................................................................................................................... vii SURAT PERNYATAAN KEASLIAN .............................................................................................. viii SURAT KETERANGAN PENGAMBILAN DATA DARI PERUSAHAAN ..................................... ix KATA PENGANTAR .......................................................................................................................... x ABSTRAK .......................................................................................................................................... xi ABSTRACT ....................................................................................................................................... xii DAFTAR ISI ..................................................................................................................................... xiii DAFTAR TABEL .............................................................................................................................. xv DAFTAR GAMBAR .......................................................................................................................... xv DAFTAR LAMPIRAN ...................................................................................................................... xvi BAB I PENDAHULUAN ..................................................................................................................... 1

1.1 Latar Belakang Masalah .............................................................................................................. 1 1.2 Rumusan Masalah ....................................................................................................................... 2 1.3 Tujuan Penelitian ........................................................................................................................ 3 1.4 Manfaat Penelitian ...................................................................................................................... 3 1.5 Batasan Masalah ......................................................................................................................... 3

BAB II LANDASAN TEORI ............................................................................................................... 5 2.1 Kualitas Jasa ............................................................................................................................... 5

2.1.1 Defenisi Kualitas .................................................................................................................. 5 2.1.2 Defenisi Jasa ........................................................................................................................ 5

2.2 Kepuasan Pelanggan ................................................................................................................... 6 2.3 Metode Pengukuran Kepuasan Pelanggan .................................................................................. 7 2.4 Konsep SERVQUAL (Service Quality) ........................................................................................ 8 2.5 Model Kano .............................................................................................................................. 12

2.5.1 Defenisi Model Kano ......................................................................................................... 12 2.5.2. Cara Penghitungan dan Analisa Menggunakan Model Kano ............................................ 16

2.6 Quality Function Deployment (QFD) ........................................................................................ 18 2.6.1 House of Quality ................................................................................................................ 20 2.6.2 Penyusunan House of Quality ............................................................................................ 22

2.7 Integrasi Servqual, Model Kano, dan QFD ............................................................................... 24 2.8 Teknik Pengambilan Sampling ................................................................................................. 25

2.8.1 Kuesioner ........................................................................................................................... 27 2.9 Uji Validitas dan Reliabilitas .................................................................................................... 28

BAB III METODOLOGI PENELITIAN ............................................................................................ 29 3.1 Lokasi Penelitian ....................................................................................................................... 29 3.2 Metode Penelitian ..................................................................................................................... 29 3.4 Objek Penelitian ........................................................................................................................ 29 3.5 Instrumen Penelitian ................................................................................................................. 29 3.6 Identifikasi Variabel Penelitian ................................................................................................. 30

3.6.1 Variabel Independen .......................................................................................................... 30 3.6.2 Variabel Dependen ............................................................................................................. 30

3.7 Sumber Data ............................................................................................................................. 31 3.7.1 Data primer ........................................................................................................................ 31

3.7.2 Data sekunder..................................................................................................................... 31 3.8 Prosedur Penelitian ................................................................................................................... 31

3.8.1 Perumusan Masalah ........................................................................................................... 33 3.8.2 Pembatasan Masalah dan Tujuan ....................................................................................... 33 3.8.3 Studi Lapangan dan Studi Literatur .................................................................................... 33 3.8.4 Pengumpulan Data ............................................................................................................. 33 3.8.5 Tahap wawancara dengan pihak manajemen dan konsumen .............................................. 33 3.8.6 Penyusunan kuesioner ........................................................................................................ 34 3.8.7 Penyebaran Kuesioner Tahap pertama ............................................................................... 37 3.8.8 Uji Validasi dan Uji Reliabilitas........................................................................................ 37 3.8.9 Penentuan Jumlah Sampel ................................................................................................. 37 3.8.10 Penyebaran kuesioner (N=sampel) ................................................................................... 37 3.8.11 Pengolahan Data Menggunakan Servqual ........................................................................ 37 3.8.12 Pengolahan Data Menggunakan Model Kano .................................................................. 38 3.8.13 Integrasi Servqual dan Model Kano ................................................................................. 38 3.8.14 Pembuatan QFD (Quality Function Deployment) ............................................................ 40 3.8.15 Analisis dan Pembahasan ................................................................................................. 41 3.8.16 Kesimpulan dan Saran ...................................................................................................... 41

BAB IV HASIL DAN PENGOLAHAN DATA ................................................................................. 41 4.1 Tinjauan Umum Perusahaan ..................................................................................................... 41

4.1.1 Profil Perusahaan ............................................................................................................... 41 4.2 Pengumpulan Data .................................................................................................................... 42

4.2.1 Perancangan Kuesioner ...................................................................................................... 42 4.2.2 Pengujian Validitas Dan Realibilitas Kuesioner Kano ....................................................... 46 4.2.3 Penentuan Jumlah N Sampel .............................................................................................. 52 4.2.4 Penyebaran Kuesioner Tahap Dua ..................................................................................... 53 4.2.5 Karakteristik Identitas Responden ...................................................................................... 53

4.3 Pengolahan Data ....................................................................................................................... 54 4.3.1 Pengolahan Data Menggunakan Metode Servqual ............................................................. 54 4.3.2 Pengolahan Data Menggunakan Model Kano .................................................................... 60 4.3.3 Integrasi Metode Servqual dan Model Kano ...................................................................... 62 4.3.4 Pengolahan Data Menggunakan Metode (Quality Function Deployment) QFD ................. 65

BAB V ANALISIS DAN PEMBAHASAN........................................................................................ 83 5.1 Pengumpulan Data .................................................................................................................... 83

5.1.1 Identifikasi Atribut Konsumen ........................................................................................... 83 5.1.2 Uji Validitas ....................................................................................................................... 83 5.1.3 Uji Realibilitas ................................................................................................................... 84 5.1.4 Penentuan Jumlah Sampel .................................................................................................. 84 5.1.5 Indentitas Responden ......................................................................................................... 85

5.2 Pengolahan Data ....................................................................................................................... 86 5.2.2. Penghitungan Model Kano ................................................................................................ 88 5.2.3 Integrasi Servqual dan Model Kano ................................................................................... 88 5.2.4 Penentuan Prioritas Atribut ................................................................................................ 89 5.2.5 Hasil Pengolahan Data Metode Quality Function Deployment (QFD) ............................... 89

5.3 Implikasi Manajerial ............................................................................................................... 103 BAB VI PENUTUP .......................................................................................................................... 105

6.1 Kesimpulan ............................................................................................................................. 105 6.2 Saran ....................................................................................................................................... 106

DAFTAR PUSTAKA ....................................................................................................................... 107 LAMPIRAN ..................................................................................................................................... 112

DAFTAR TABEL

Tabel 2. 1 Penentuan Kategori Kano ................................................................................................. 16 Tabel 2. 2 Simbol dan Relationship Matrix........................................................................................ 23 Tabel 2. 3 Derajat Pengaruh Teknis ................................................................................................... 23 Tabel 3. 1 Atribut Kuesioner Penelitian 34 Tabel 3. 2 Skala Penilaian ................................................................................................................... 35 Tabel 3. 3 Skala Penilaian Kano ......................................................................................................... 36 Tabel 4. 1 Hasil Uji Validitas Kuesioner Servqual 47 Tabel 4. 2 Hasil Uji Validitas Kuesioner Tingkat Kepentingan .......................................................... 49 Tabel 4. 3 Hasil Uji Validitas Kuesioner Kano ................................................................................... 50 Tabel 4. 4 Hasil Uji Reliabilitas Kuesioner Servqual .......................................................................... 52 Tabel 4. 5 Hasil Uji Realibilitas Kuesioner Kano ............................................................................... 52 Tabel 4. 6 Karakteristik Responden Berdasarkan Jenis Kelamin ........................................................ 53 Tabel 4. 7 Karakteristik Responden Berdasarkan Usia ....................................................................... 54 Tabel 4. 8 Karakteristik Responden Berdasarkan Alasan Memilih Wonderwash Laundry ................. 54 Tabel 4. 9 Hasil Penghitungan Skor Kinerja Servqual ........................................................................ 55 Tabel 4. 10 Hasil Penghitungan Skor Harapan Servqual..................................................................... 56 Tabel 4. 11 Hasil Penghitungan Gap Servqual ................................................................................... 58 Tabel 4. 12 Hasil Penghitungan Skor Tingkat Kepentingan................................................................ 59 Tabel 4. 13 Hasil Rekapitulasi Model Kano ....................................................................................... 61 Tabel 4. 14 Hasil Identifikasi Atribut Strong and Weakness ............................................................... 63 Tabel 4. 15 Prioritas Perbaikan Berdasarkan Integrasi Gap Servqual dan Model Kano ...................... 64 Tabel 4. 16 Customer Need ................................................................................................................. 66 Tabel 4. 17 Planning Matrix ............................................................................................................... 68 Tabel 4. 18 Respon Teknis .................................................................................................................. 70 Tabel 4. 19 Hubungan Customer Need dan Respon Teknis ................................................................ 74 Tabel 4. 20 Teknikal Matrix ............................................................................................................... 80

DAFTAR GAMBAR

Gambar 2. 1 Model Konseptual Kualitas Jasa Servqual ...................................................................... 10 Gambar 2. 2 Metode Servqual Yang Diperluas ................................................................................... 11 Gambar 2. 3 Model Kano.................................................................................................................... 14 Gambar 2. 4 Diagram klasifikasi kepentingan Model Kano................................................................ 15 Gambar 2. 5 Proses Evaluasi Kano ..................................................................................................... 17 Gambar 2. 6 Model House Of Quality ................................................................................................ 20 Gambar 3. 1 Flowchart Penelitian 32 Gambar 3. 2 Integrasi Servqual dan Model Kano ............................................................................... 39 Gambar 4. 1 Matrik Hubungan Respon Teknik dan Customer Need 75 Gambar 4. 2 Hubungan Antara Respon Teknis ................................................................................... 77 Gambar 4. 3 House of quality ............................................................................................................. 81

DAFTAR LAMPIRAN Lampiran 1 Lembar Kuesioner Servqual dan Tingkat Kepentingan ................................................ 114 Lampiran 2 Kuesioner Model Kano ................................................................................................. 119 Lampiran 3 Langkah-Langkah Tabel R ........................................................................................... 122 Lampiran 4 Langkah -Langkah Uji Validitas ................................................................................... 124 Lampiran 5 Langkah-Langkah Uji Realibilitas ................................................................................ 126 Lampiran 6 Hasil Kuesioner Service QualityKinerja ....................................................................... 128 Lampiran 7 Hasil Kuesioner Service Quality Harapan ..................................................................... 131 Lampiran 8 Hasil Kuesioner Tingkat Kepentingan .......................................................................... 134 Lampiran 9 Hasil Kuesioner Model KanoFunctional ...................................................................... 137 Lampiran 10 Hasil Kuesioner Model KanoDisfunctional ................................................................ 140 Lampiran 11 Hasil Rekapitulasi Kuesioner Model Kano ................................................................. 143

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