QFD AS A TOOL FOR IMPROVEMENT OF TRANSPORTATION SERVICES IN BANDUNG CITY Mokhamad Adib Sultan, Rofi Rofaida Ahmad; Annisa Ciptagustia
Faculty of economics and business educations
Abstract
This study aims to measure the voice of customers in the mode of transportation in the city of Bandung by using the method of Quality Function Deployment (QFD) to improve the performance of service quality in conventional transportation modes in the city of Bandung. The research method used is survey method by using questionnaire as data collection tool. The subject of research is a conventional taxi company in Bandung. Observations use "one shoot" / cross sectional time coverage. Data analysis was done by resource based view, SWOT analysis, and visual mapping then analyzed descriptively. The research method used is survey method. Observations use "one shoot" / cross sectional time coverage. Triangulation is used as a data collection technique. Data were analyzed by the method of quality function deployment, pareto diagram, fishbone analysis, and resource-based view, with reference to data analysis model from Miles & Huberman.
Keywords: service quality, voice of customer, quality function deployment
Topic: Innovation, IT, Operations and Supply Chain Management
