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Abstrak :
Masalah kemacetan di Jakarta memicu pemerintah menetapkan kebijakan transportasi dengan mengadopsi transportasi umum masal. Beberapa moda transportasi umum massal telah diperkenalkan, namun jumlah pengguna angkutan umum masih rendah. Salah satu penyebab adalah rendahnya kualitas pelayanan.Sehingga pemerintah memperkenalkan Mass Rapid Transit System (MRT) sebagai moda transportasi umum baru. Sebagai moda baru, perlu dilakukan identifikasi dan evaluasi kualitas layanan untuk mendorong orang bersedia menggunakannya. Penelitian ini dilakukan untuk merancang model pengaruh kualitas layanan dan kepuasan pelanggan MRT terhadap niat pengguna dengan menjelaskan hubungan berbagai faktor yang terlibat sebagai dasar rancangan strategi pemenuhan kualitas layanan. Penyelidikan komprehensif tentang faktor yang berkaitan dengan hubungan antara kualitas layanan MRT dan citra perusahaan terhadap kepuasan pelanggan dan niat perilaku pengguna transportasi umum merupakan kontribusi yang akan dilakukan melalui penelitian ini. Pengembangan analisis PLS-SEM ke dalam matriks kinerja sebagai dasar perumusan strategi kualitas layanan oleh operator angkutan umum melalui metode HoQ. Dari analisa yang dilakukan diketahui bahwa model PLS-SEM yang dirancang dapat digunakan sebagai kerangka kerja untuk memprediksi nilai dan hubungan faktor pembentuk kepuasan dan perilaku pengguna MRT. Selain itu ditemukan 15 teknikal respon untuk merancang strategi perbaikan kualitas. ......Jakarta’s massive economic growth has led to rapid urbanization. The urbanization and population growth, incommensurate with the infrastructure development, has caused transportation problems. This has triggered the government to establish sustainable transportation policies by adopting mass public transportation as a tool to attract people to use mass public transportation and reducing private vehicle users. Several modes of mass public transportations have been introduced by Jakarta government such as bus and train services, but the number of public transport users is still low. One of the causes of the small number of public transport users in Greater Jakarta is the low quality of transportation services compared to other modes. Therefore, the government introduces Mass Rapid Transit System (MRT) as a new mode of public transportation, the first underground rail system in Indonesia. Considered as a new public transportation mode, the provider needs to evaluate the quality service offered to persuade people to use it and to retain them. This study aims to assess the importance dimension of service quality and customer satisfaction on MRT passengers’ behavior intention using partial least square structural equation models (PLS-SEM). This paper will explore the impact of several factors on passenger behavior intention towards public transport services. A comprehensive investigation of the factors regarding the relationship between Mass Rapid Transit (MRT) service quality and corporate image on customer satisfaction and behavior intention of transportation public user is a contribution that will be made through this research. We introduce the development of PLS-SEM analysis into an important performance matrix as the basis for formulating a service quality strategy by mass rapid transit public transport operators through the House of Quality method. The results shows that PLS-SEM model can be used as a framework to predict the value and relationship of the factors forming satisfaction and behavior of MRT users. In addition, 15 technical responses were found to design quality improvement strategies trough QFD

Abstrak :
Quality Function Deployment (QFD) process quantifies customer explicit and implicit needs, relating them with engineering requirements. Value Analysis (VA) process establishes an optimal allocation of resources according to the importance level of product functions. By combined application of QF D and VA tools, here named QFDVA, it is possible to establish optimum cost values for each engineering requirement according to the customer needs. It is also possible to evaluate the cost of each product function. Furthermore, the methodology provides a tool that supports decision making in product development and enhance value of products. This study applied QFDVA in product development of wardrobe at PTI XYZ. Application of QFDVA is done by identifying every implicit and explicit needs of the customer, finding the importance level of every needs, translating the needs into engineering requirements; and determining the optimum costs allocation to fulfill every customer needs. The application of QFDVA has improved the value of the wardrobe from the aspect of customer needs fulfillment and company 's resources allocation to fulfill the needs.

Abstrak :
Kegagalan produk adalah kondisi dari suatu produk yang tidak sesuai dengan maksud atau tujuan yang diinginkan. Pengendalian kegagalan produk ini adalah suatu sistem verifikasi dan penjagaan / perawatan dari suatu tingkatan kualitas produk atau proses yang dikehendaki dengan cara perencanaan yang seksama, pemakaian peralatan yang sesuai, inspeksi yang terus menerus, serta tindakan korektif dan inovatif apabila diperlukan. Perancangan dan redesign untuk perbaikan alat bantu ini akan menggunakan empat metode yaitu; focus group discussion, quality function development, design of manufacture dan cost and benefit analysis. Adapun keuntungan dari penelitian ini adalah dapat meningkatkan output dan dapat meningkatkan profit margin perusahaan.

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Product failure is the condition of a product that does not desired with our purpose or goal. Failure control of this product is a system for verification and custody / level maintenance of quality desired product or process by careful planning, use of appropriate equipment, continuous inspection, as well as corrective and innovative actions. Four methods will be use for designing and redesigning to improve the tool: focus group discussions, quality function development, manufacture and design of cost and benefit analysis. The advantage of this research is to increase output and improve our profit margins.

Abstrak :
Penelitian ini mengkaji keinginan pelanggan melalui Voice of Costumer (VOC) pada Hotel salak The Heritage. Pendekatan ini menggunakan ServQual (Service Quality) sebagai input VOC untuk diaplikasikan pada Costumer Profile Matrix (CPM) dan Quality Function Deployment (QFD) dengan mengaplikasikan Analytical Hierarchym Process AHP) sebagai perhitungan rating dari setiap permasalahan. Tujuannya adalah untuk mengetahui urutan service yang diinginkan pelanggan melalui VOC dan dengan perhitungan AHP. Terdapat 19 Kriteria yang dihasilkan melalui metode ServQual yang tidak lain adalah VOC yang akan dianalisis. Hasil penelitian ini menyarankan 3 peringkat teratas untuk dijadikan landasan untuk memenuhi kepuasan pelanggan.

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This study examines the customer through the Voice of Customer (VOC) at Hotel Salak The Heritage. This approach uses ServQual (Service Quality) as input VOC to be applied on the Customer Profile Matrix (CPM) and Quality Function Deployment (QFD) to apply the Analytical Hierarchy Process AHP) as the calculation of rating of each problem. The aim is to determine the order of service that customers want throughm VOC and with AHP calculation. There are 19 criteria that were produced through the ServQual method to be analyzed. The results of this study suggest 3 top ranking to be used as the basis to comply with customer satisfaction.

Abstrak :
Pertumbuhan jumlah kendaraan di provinsi DKI Jakarta terus mengalami kenaikan dimana pada tahun 2016 terdapat 18 juta kendaraan bermotor. Untuk mengatasi kemacetan yang terus meningkat setiap tahunnya, pemerintah DKI Jakarta tengah mempersiapkan moda transportasi umum baru yaitu Mass Rapid Transit MRT Jakarta. Salah satu persiapan yang harus diperhatikan MRT Jakarta sebagai penyedia jasa transportasi baru adalah kualitas pelayanan yang optimal sebagai salah satu faktor utama yang menentukan keputusan calon penggunanya dalam memilih jenis transportasi umum. Penelitian ini mengidentifikasi kriteria apa yang mempengaruhi kualitas pelayanan menggunakan 5 dimensi SERVQUAL dan Model Kano. Terdapat 34 atribut standar kualitas yang disesuaikan dengan standar nasional pelayanan transportasi kereta penumpang perkotaan yaitu PM No. 48 Tahun 2015 dan standar internasional yaitu EN 13816. Hasil dari Model Kano menunjukkan terdapat 15 kriteria standar pelayanan yang memiliki kategori Attractive, 13 One-dimensional, dan 5 Must be yang diterjemahkan sebagai Customer Needs untuk merumuskan strategi standar pelayanan serta 1 kriteria dengan kategori Kano Indifference yang tidak dimasukkan kedalam House of Quality Fase 1. Melalui pembentukan House of Quality, diperoleh 5 Technical Response utama yang perlu dilakukan Mass Rapid Transit MRT Jakarta untuk mempersiapkan kualitas pelayanan yang optimal yaitu: penyediaan fasilitas utama dalam stasiun dan kereta, pengembangan teknologi dan manajemen sistem informasi pendukung layanan, penerapan sistem evaluasi pelayanan yang berasal dari pelanggan, evaluasi performa pelayanan secara berkala, dan on-job training khusus maintenance staff

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The number of vehicle growth in DKI Jakarta continues to increase, as in 2016 it is known that there are 18 million vehicles registered. To overcome this increasing amount of congestion every year, the government of DKI Jakarta is currently preparing a new public transportation known as Mass Rapid Transit MRT Jakarta. In this situation, one of the preparations that plays a big role is the transportation service quality itself. It rsquo s considered as one of the main factors that affects the decision of prospective users in order to choose their public transportations to reduce the usage of private car. This preliminary study identifies what, and which service criterias should considered first in order to deliver the optimum service performance using the 5 dimensional SERVQUAL and Kano Model. There are 34 attributes of service quality criterias identified which adapted from PM No. 48 2015 as national standard service quality for railway passenger transportation mode and international standard service quality from EN 13816 as a main external reference to improve its service quality standard. The result of Kano Model shows that there are 15 service criterias in ldquo Attractive rdquo category, 13 in ldquo One dimensional rdquo , and 5 in ldquo Must be rdquo which translated as ldquo Customer Needs rdquo to formulate standardized service strategies. Through the establishment of House of Quality phase 1, there are 5 major ldquo Technical Responses rdquo that needed to be done for Mass Rapid Transit MRT Jakarta to prepare in order to deliver its optimal service quality which are The provision of main facilities in stations and trains, technology and management of information system development, implementation of customer service evaluation system, periodical service performance evaluation system, and special on job training for maintenance staffs.

Abstrak :
A family can be considered as an important institution which requires serious attention regarding to its performance. High quality performance of a family may deliver high quality of society am! produce better human resources. The idea of translating several family characteristics into variables and dimensions by using tire quality Function Deployment (QFD) met/rod could present a new way of improving the performance of a family. In addition, QFD method can also compare the level of importance between male and female in clearer and simpler way leading to tire identification of which dimension is tire most important and which one is less than the other. QFD method is applied in the data gathered from a questionnaire survey based on 1,213 families in West Malaysia, Malaysia. The QFD technique which is usually applied in industry can he adopted in assessing performance of a family. The technique produces a friendly interpretation of a highly complex and intangible matters around family life; thus, making the assessment of a family easier. Three dimensions and twelve variables were identified as the voice of family. Tire voice represents variables anti dimensions of family performance. Furthermore, the gender evaluation indicates that the level of importance among two out of three dimensions were equally considered high important by both male and female.