Abstract: Service quality is important for companies engaged in services to be able to achieve customer satisfaction. This study aims to determine customer requirements, technical requirements, and the application of the Quality Function Deployment method using the House of Quality matrix in an effort to improve service quality. The sample used in this study were 50 people who were determined through the purposive sampling method. The analytical tool used is the House of Quality. The results of this study indicate that the delivery of service quality for Refresh Foot Reflexology & Massage has not been maximized and Refresh Foot Reflexology & Massage has not been able to fulfill customer desires or needs properly, seen from the average value of importance level which is greater than the average value of the company's performance. There are 20 service indicators that become customer requirements and 16 technical requirements, in a competitive assessment Refresh Foot Reflexology & Massage is superior to its competitors in terms of the number of good ratings (G) obtained by each company, but Refresh Foot Reflexology & Massage still have to make improvements to the service indicators that receive a moderate rating (F).
Keywords: Service Quality, Customer Satisfaction, House of Quality.
Title: Analysis of Service Quality Implementation Using Quality Function Deployment Method
Author: Ida Ayu Laksmi Purnamyastuti, Putu Yudi Setiawan
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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