PERANCANGAN SISTEM PELAYANAN RESTORAN CEPAT SAJI DENGAN QUALITY FUNCTION DEPLOYMENT

• Main Author: Hadisantono
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/5249
• Institution: Institut Teknologi Bandung

<b>Abstract :</b><p align=\"justify\">Today, industrial service sector dominates our economy, and the number continuous to grow. Quality improvement looms large in the ongoing success of this sector of our economy. The quality level of service system of service industry must be improved because it is a competitive advantage for the industry. The way is the effort to know and understand customer expectation and perception to service system obtained. For that reason, service producers have to improve their service system, and based on knowledge about customer characteristics, we can design and improve better service system. <br /> <p align=\"justify\">One of service industry with grow fast is restaurant industry . In the industrial country like United State, restaurant industry is the third biggest industry. Some social and economic trends force the growth of restaurant industry, like more women working, and changing of lifestyle. Those social and economic trends influence to the third country like Indonesia too. <br /> <p align=\"justify\">In this thesis, the research starts with effort to know customer preferenceslexpectations and perceptions to design attributes of fast food restaurant service system. From this point, we can know about gap between customer expectations and perceptions obtained. Then, from calculation of important level and significance test for expectations and perceptions value, quality of food attribute was chosen for more detailed design level. Clean facilities and surroundins=s was chosen too because these attribute have high important level and support the quality of food attribute. <br /> <p align=\"justify\">Using QFD (Quality Function 1)eplny\'r1+.w11t) methods, technical characteristics, process, subprocess, and function specification needed in service system of fast food restaurant can be obtained In order to produce high quality food, the restaurant must have good procedure from order process, receiving and storing process, preparations piucess, cooking process, and serving process. Using the suggestion procedure in this thesis, we hope that service system of fast food restaurant can meet and satisfy customer needs and expectations.