IDENTIFIKASI KEBUTUHAN TEKNIS UNTUK PENINGKATAN LAYANAN �WAROENG SPESIAL SAMBAL� MENGGUNAKAN ERGONOMICS FUNCTION DEPLOYMENT (EFD)
Nowadays, there have emerged many restaurants offering spicy sauce (sambal) as their main menu. It requires every restaurant including �Waroeng Spesial Sambal� to pay more attention to customer satisfaction to ensure customer loyalty. Therefore, to obtain customer satisfaction the parties of the...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2013
|
| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/124225/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=64345 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Institution: | Universitas Gadjah Mada |
| Summary: | Nowadays, there have emerged many restaurants offering spicy sauce
(sambal) as their main menu. It requires every restaurant including �Waroeng
Spesial Sambal� to pay more attention to customer satisfaction to ensure
customer loyalty. Therefore, to obtain customer satisfaction the parties of the
restaurant must understand what things considered important and needed by
their customers are.
This study�s aims were to know customer needs toward services provided
by �Waroeng Special Sambal� and to design services that are suitable for
customer needs, in which customer satisfaction can be achieved from the
aspect of ergonomics. This study was a combination of ergonomics and Quality
Function Deployment called Ergonomics Function Deployment. In Ergonomics
Function Deployment, the attributes of customer needs were based on the
aspect of ergonomics, in which then they were analyzed using Quality Function
Deployment method to obtain the concept of technical needs that must be
implemented.
The result of this study were the House of Quality (HoQ) showing
important service attributes of customers such as room�s temperature, the
cleanliness of dinning sets (e.g. spoon, glass, and plate), the readiness of
employees in handling orders and complaints, the match of bought and ordered
menu, and the speed of services from employees. While, the technical need
attributes required in service quality development from the aspect of
ergonomics were the management of the restaurant has provided a good
continuously service technique training for their employees, reward for
employees� achievement, employees� performance evaluation, some special
employees to handle cleanliness, and fans and ventilation. |
|---|