| dc.description.abstract | Customer satisfaction is described as the way a person feels a product or service performed in
comparison to his or her expectations. Additionally, service-related activities play a vital role in
fostering organizational expertise and bringing together the organization's network of people,
technologies, and information to produce value for customers and stakeholders. Therefore, it is
essential for all firms to comprehend customer needs and satisfy them. This study attempts to describe
how quality function deployment is used to improve customer satisfaction in coworking space design
within an enterprise. The design framework, which strategically outlines the necessary facilities and
advised services in the co-working space, is the expected outcome of the research. The oil and gas state
enterprise in Indonesia is the organization that was the subject of this research study. First, an online
survey asking employees about their opinions on having a co-working area in their company and what
facilities should be offered is undertaken to determine what the employees need. Then, utilizing the
house of quality, the kano model and the quality function deployment principle are combined. The
preference of each employee requirement is translated into importance weight, as well as the
relationship matrix, defined in the house of quality. Following the specification of k-value and
importance weight, the technical requirements are divided into four categories in accordance with the
Kano model of customer satisfaction. The adjusted importance weight is then determined by multiplying
the original importance weight by the k-value. The facilities and services design and the rating of each
element's importance are summarized at the conclusion of the study and presented as a conceptual
design for the creation of coworking space within the business. | en_US |
