ANALISIS KEPUASAN PELANGGAN DENGAN METODE SERVQUAL, QFD DAN AHP TERHADAP PERSYARATAN TEKNIK DAN PERSYARATAN PELANGGAN (Studi Kasus Online Food PT. Buroq Sakti Terbang,Pondok Pesantren Kedunglo, Kediri, Pripinsi Jawa Timur)

Abstract

Analysis of Customer Satisfaction with the Servqual, QFD and AHP Method of Technical Requirements and Costemer Requirements on service Online Food PT. Buroq Sakti Terbang Kediri. This study aims to analyze the effect of customer requirements and technical requirements on customer satisfaction. This research was conducted online / darring and at different locations to get respondents through questionnaires. The sample of this research is the users of the online transportation service Buroq Sakti Terbang, which has 70 respondents. Data collecting through construct validity using the Product Moment Colleration method or Peson correlation, the determination of reliability using the Alpha Cronbach method. This study aims to determine the level of customer satisfaction with online transportation services Buroq Sakti Terbang, as well as to determine the relationship between customer requirements and technical requirements to customer satisfaction, as well as knowing the arrangement using the House of Quality (HoQ). The results of this study indicate that the relationship between customer requirements and customer satisfaction obtained 30 relationships with a value of 9, 71 a relationship with a value of 3, 44 a relationship with a value of 1 and 161 there is no relationship and technical requirements for customer satisfaction obtained 136 strong positive relationships, 22 valuable relationships. positive modarat / moderate and 166 no relationship.