TECHNICAL SERVICE EVALUATION IN EFFORT TO MEET CUSTOMER SATISFACTION (Case Study: Balai Besar Logam dan Mesin)

• Main Author: DWIHARSANTI (NIM : 23410045); Pembimbing : Dr. Indryati Sunaryo, M.Sc., MIRANTIE
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/23080
• Institution: Institut Teknologi Bandung

Balai Besar Logam dan Mesin (BBLM) as one of technical service provider must provide exellent service to industrial society to supports development of industries in Indonesia and supports them in the face of increasingly fierce industry competition and other globalization issues. To evaluate technical service quality, BBLM need to perform service quality <br /> <br /> <br /> <br /> <br /> Measurement to determine the magnitude of customer sastisfaction on technical service quality. Servqual is one of the most valuable frameworks of service measurement. Kano model can be helpful in categorizing the attributes of customer need based on how well the desire of these attributes in customer satisfaction. Measurement of service quality should be analyzed as feedback in determining improvement efforts to meet customer satisfaction. Quality Function Deployment (QFD) has the ability to identify gaps that are barriers in achieving superior service quality and implement a particular efforts to improve service quality. Technical service under study is calibration which consits of 23 attributes of quality. Attributes that do not meet customer expectations of 10 attributes consisting of nine attributes are must be category and one attribute is one-dimensional category. Attributes that are a <br /> <br /> <br /> <br /> <br /> priority for improvement are: the calibration laboratory has a best BMC (Best Measurement Capability) value, writing errors do not occur in calibration certificates that have been issued, customer’s tool that has been completely calibrated can be delivered to the customer, the service is provided in a fast time, a certificate of calibration is given on time accordance with the promised time. 5 priority efforts that can be performed by BBLM in meeting customer satisfaction are adds calibrator tools, adds supporting laboratory facilities, <br /> <br /> <br /> <br /> <br /> provide ISO 17025:2005 training, adds personnel in certificate division, optimize the calibration tool.