Penerapan Metode Quality Function Deployment (QFD) yang Terintegrasi Metode Servqual untuk Meningkatkan Kepuasan Konsumen dalam Kualitas Pelayanan di Inaka Coffee

Abstract

Inaka Coffee is one of the coffee shops located in Cimahi City. The existence of this coffee shop is becoming a trend as evidenced by the increasing level of coffee consumption in Indonesia. This research aims to determine the service attributes needed and desired by Inaka Coffee’s consumers, to find out the service performance of Inaka Coffee compared to other competitors as well as to find out the service attributes that must be prioritized to improve service quality in fulfilling Inaka Coffee’s customer satisfaction. This is done by implementing the Quality Function Deployment (QFD) method which aims to improve the service quality on aspects deemed less eligible at Inaka Coffee. This Quality Function Deployment (QFD) method is integrated by SERVQUAL. To find out the consumers’ needs, interviews were conducted with 30 respondents regarding the desired attributes while being at the Coffee Shop. In addition, this research involved 120 respondents, namely coffee shop’s consumers in an assessment regarding expectations and realities of the service quality. This research did not only involve consumers as respondents but also involve experts in assessing the needed technical response and the relationship between the provided technical response provided and the desired consumer’s needs. There are 24 main priorities that need improvement seen from the Pareto diagram analysis. This technical response needs to be done in order to reduce the gap between the value of realities and expectations which means it can increase customer satisfaction of the existing service quality.