SERVICE QUALITY IMPROVEMENT IN A PLASTIC PELLET CUTTING TOOL MANUFACTURING COMPANY USING THE SERVQUAL, IPA, AND QFD METHODS
Abstract
A manufacturing company that produces plastic seed-cutting tools received complaints accounting for 65% of the total shipments made over a year. This study aims to improve and mitigate corrective actions that can enhance the company's service quality. The methods used in this research include the Servqual method, followed by determining improvement variables using the IPA (Importance-Performance Analysis) method and seeking improvement solutions using the QFD (Quality Function Deployment) method. The results show nineteen indicators of the gap between Perception and Expectation, with a negative range from -2.0777 to 0.0485, indicating the need for improvement. The IPA analysis identified four key indicators as priorities for enhancement. In contrast, the QFD analysis, processed into a HOQ (House of Quality) matrix, identified four key areas that need improvement, namely: QC training with a score of 6 (13.64%), IT personnel recruitment with a score of 9 (20.45%), recalculating production costs (HPP) with a score of 10 (22.73%), and production process optimization with a score of 19 (43.18%).
Full Text:
PDFReferences
S. Altuntas and S. Kansu, “An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement: A case study,” Kybernetes, vol. 49, no. 10, pp. 2419–2453, 2020, doi: 10.1108/K-04-2019-0269.
E. Isaenkova, “Identification of directions for improving the quality of medical services using SERVQUAL and IPA techniques.,” Manager Zdravoochranenia, 2022, doi: https://doi.org/10.21045/1811-0185-2022-9-25-32.
M. Chusaeni, B. Syairuddin, and K. Gunarta, “Analysis of Improving The Service Quality of Professional Cooperation in ‘XZY’ Higher Education Based on Servqual, IPA and QFD,” 2020.
D. Caesaron, J. Makapedua, and R. P. Lukodono, “Evaluation of Online-Based Ride-Hailing Services Using Service Quality (Servqual) Method, Refined Kano Model, Importance Performance Analysis (IPA), and Quality Function Deployment (QFD): A Case Study of Grab Bike Indonesia,” ComTech: Computer, Mathematics and Engineering Applications, vol. 12, no. 2, pp. 75–88, 2021, doi: 10.21512/comtech.v12i2.6790.
H. Indrawidjajanto and B. Syairudin, “Analysis on Quality of Service at Design and Engineering Department by Using Servqual, IPA, and QFD Methods,” IPTEK Journal of Proceedings Series, vol. 0, no. 1, p. 328, 2021, doi: 10.12962/j23546026.y2020i1.11337.
T. Abdulkerim, I., Avvari, M., & Cherkos, “Design of house of quality using SERVQUAL and QFD for service quality improvement: a case of Bahir Dar city hotels.,” International Journal of Applied Management Science., 2019, doi: https://doi.org/10.1504/IJAMS.2019.10022347.
A. Jonkisz, P. Karniej, and D. Krasowska, “The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries,” Jul. 01, 2022, MDPI. doi: 10.3390/ijerph19137831.
M. Pakurár, H. Haddad, J. Nagy, J. Popp, and J. Oláh, “The service quality dimensions that affect customer satisfaction in the Jordanian banking sector,” Sustainability (Switzerland), vol. 11, no. 4, Feb. 2019, doi: 10.3390/su11041113.
E. Azzopardi and R. Nash, “A critical evaluation of importance-performance analysis,” Tour Manag, vol. 35, pp. 222–233, 2013, doi: 10.1016/j.tourman.2012.07.007.
A. Das and T. Basu, “Assessment of peri-urban wetland ecological degradation through importance-performance analysis (IPA): A study on Chatra Wetland, India,” Ecol Indic, vol. 114, Jul. 2020, doi: 10.1016/j.ecolind.2020.106274.
E. Haktanır and C. Kahraman, “A novel interval-valued Pythagorean fuzzy QFD method and its application to solar photovoltaic technology development,” Comput Ind Eng, vol. 132, pp. 361–372, Jun. 2019, doi: 10.1016/j.cie.2019.04.022.
A. Jonkisz, P. Karniej, and D. Krasowska, “The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries,” Int J Environ Res Public Health, vol. 19, no. 13, Jul. 2022, doi: 10.3390/ijerph19137831.
Nazaruddin, “IMPLEMENTATION OF QUALITY IMPROVEMENTS TO MINIMIZE CRITICAL TO QUALITY VARIATIONS IN POLYURETHANE LIQUID INJECTION PROCESSES.”
E. Haktanır and C. Kahraman, “A novel interval-valued Pythagorean fuzzy QFD method and its application to solar photovoltaic technology development,” Comput Ind Eng, vol. 132, pp. 361–372, Jun. 2019, doi: 10.1016/j.cie.2019.04.022.
A. Das and T. Basu, “Assessment of peri-urban wetland ecological degradation through importance-performance analysis (IPA): A study on Chatra Wetland, India,” Ecol Indic, vol. 114, Jul. 2020, doi: 10.1016/j.ecolind.2020.106274.
M. Pakurár, H. Haddad, J. Nagy, J. Popp, and J. Oláh, “The service quality dimensions that affect customer satisfaction in the Jordanian banking sector,” Sustainability (Switzerland), vol. 11, no. 4, Feb. 2019, doi: 10.3390/su11041113.
Nazaruddin, “Implementation Of Quality Improvements To Minimize Critical To Quality Variations In Polyurethane Liquid Injection Processes,” Journal of Applied Engineering and Technological Science, vol. 3, no. 2, pp. 139–148, Jun. 2022, doi: 10.37385/jaets.v3i2.771.
L. SÜRÜCÜ and A. MASLAKÇI, “VALIDITY AND RELIABILITY IN QUANTITATIVE RESEARCH,” Business & Management Studies: An International Journal, vol. 8, no. 3, pp. 2694–2726, Sep. 2020, doi: 10.15295/bmij.v8i3.1540.
I. Dikmen, M. Talat Birgonul, and S. Kiziltas, “Strategic use of quality function deployment (QFD) in the construction industry,” Build Environ, vol. 40, no. 2, pp. 245–255, 2005, doi: 10.1016/j.buildenv.2004.07.001.
E. Azzopardi and R. Nash, “A critical evaluation of importance-performance analysis,” Tour Manag, vol. 35, pp. 222–233, 2013, doi: 10.1016/j.tourman.2012.07.007.
N. Fajri, N. K. Busri, and R. Riskawati, “The Customer Satisfaction Measurement Using SERVQUAL Method: Case Study in Printing Company,” Jurnal Manajemen, vol. 14, no. 1, p. 46, 2023, doi: 10.32832/jm-uika.v14i1.9412.
Refbacks
- There are currently no refbacks.