Integration Of Service Quality And Quality Function Deployment With Neutrosophic Ahp Methods In Customer Satisfaction Measurement Model (Case Study: PT Narmada Awet Muda Lombok)

Abstract

In conditions of increasingly tight industrial competition, PT Narmada Awet Muda must be able to maintain the company's survival. One of the important things that every company needs to do and pay attention to is increasing customer satisfaction. This research aims to improve the company's service quality by paying attention to service quality attributes based on consumer desires. The method used to identify, analyze and determine alternative actions to be taken is a combination of Servqual, Neutrosophic and Quality Function Deployment (QFD) methods. The results of data processing that has been carried out using the Servqual and Neutrosophic methods from 30 attributes asked to consumers, obtained 13 attributes that require priority attention for improvement. From the results of integration into QFD, the order of technical service attributes is obtained, namely: 1. Customer relationship management system (20.82%), 2. Training and job evaluation for employees (16.04%), 3. Soft skills and empathy training for employees (13.73%), 4. Job competency training (10.56%), 5. Real time customer complaint tracking system (9.13%), 6. Fast and effective response (5.91%), 7. Customization of solutions based on specific needs (4.52%), 8. Feedback and communication with agents (4.27%), 9. Work culture training (3.41%), 10. Providing the latest standard equipment and machines (3 .38%), 11. Product quality assurance and certification system (2.97%), 12. Strategic location with easy access (2.97%), 13. Standardize employee appearance (2.21%). The results of the Part Deployment Matrix show priority improvements that need to be made by the company, namely: 1. Provides a Hotline for Companies specifically Handling Customers, 2. Listening to feedback from employees and external parties provides insight into which areas need improvement, 3. Regular Training and Evaluations are Held, 4. Facilitate Mandatory Soft Skills Training for all Employees, 5. Improvements in Establishing Relationships with Customers, 6. Ensure Employees Understand their Roles and Responsibilities, 7. Make a Schedule for the Use of Uniforms that Must be Adhered to.