Pangastuti, Ringgit (2026) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) DAN ANALYTICAL HIERARCHY PROCESS (AHP) (Studi Kasus Perumda Air Minum Surya Sembada Kota Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Perumda Air Minum Surya Sembada (Surabaya City’s Regional Water Utility Company) continues to face customer complaints regarding issues such as turbid water, unstable water pressure, irregular distribution, and slow complaint resolution. These conditions indicate that service quality falls short of customer expectations. This study aims to analyze service quality and determine priorities for service quality improvement at the utility company using the Quality Function Deployment (QFD) and Analytical Hierarchy Process (AHP) methods. QFD is employed first to identify customer needs (Voice of the Customer) and translate them into proposed technical improvements via the House of Quality (HOQ), while AHP is used to prioritize service quality dimensions based on expert assessments. Data were collected through questionnaires administered to 50 active customers—covering 17 service attributes across the five SERVQUAL dimensions (Tangibles, Reliability, Responsiveness, Assurance, and Empathy)—and through assessments by three experts for the AHP process. QFD results reveal that the attribute of clear, non-turbid water exhibits the largest gap (GAP value of -1.32), followed by unstable water pressure (-1.02) and the lack of daily, regular water flow (-0.74). The HOQ analysis yielded eight proposed technical improvements, with enhancing water supply quality and continuity identified as the top priority (16.69%). AHP results indicate that Reliability is the primary priority dimension (weight: 0.460), followed by Responsiveness (0.239), Assurance (0.130), Empathy (0.128), and Tangibles (0.043). A Consistency Ratio (CR) of 0.064 (below the 0.10 threshold) confirms the consistency of the expert assessments. Based on the integration of QFD and AHP, improving the quality and availability of the clean water supply emerges as the key priority for enhancing service quality at Perumda Air Minum Surya Sembada. Keywords: Service Quality, Customer Satisfaction, SERVQUAL, Quality Function Deployment, Analytical Hierarchy Process, House of Quality.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Ringgit Pangastuti | ||||||||
| Date Deposited: | 03 Sep 2026 02:33 | ||||||||
| Last Modified: | 03 Sep 2026 02:33 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59766 |
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