| dc.description.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. | en_US |
