Peningkatan Kepuasan Pelanggan di Arion Laundry Menggunakan Metode QFD
DOI:
https://doi.org/10.55826/jtmit.v4i3.959Keywords:
Customer Satisfaction, Quality Function Deployment, House Of Quality, Laundry Service, Improvement Strategy, Customer LoyaltyAbstract
Persaingan industri laundry menuntut penyedia jasa memahami kebutuhan pelanggan secara mendalam. Penelitian ini bertujuan meningkatkan kepuasan pelanggan Arion Laundry dengan menerapkan metode Quality Function Deployment (QFD). Data diperoleh melalui kuesioner pada 42 pelanggan untuk menilai lima aspek layanan. Skor tertinggi terdapat pada kualitas hasil cucian (4,67) dan harga layanan yang sesuai (4,79), sedangkan terendah pada fasilitas ruang tunggu (3,90). Analisis QFD menghasilkan prioritas teknis, yaitu penerapan SOP pencucian (43,2), standarisasi harga (42,3), dan penambahan mesin (36,9). Matriks House of Quality (HoQ)—pemetaan kebutuhan ke rencana teknis—digunakan untuk merumuskan langkah perbaikan konkret. Implikasi praktisnya, Arion Laundry disarankan menerapkan SOP tertulis, menambah mesin, dan mengembangkan sistem antrean digital untuk mendukung layanan antar-jemput. Rekomendasi ini diharapkan meningkatkan loyalitas pelanggan dan daya saing usaha.
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