Quality Improvement of Overhaul Maintenance Service using Servqual and Quality Function Deployment Method Case Study in PT. Pembangkitan Jawa Bali (PJB) UPHT Gresik
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引用次数: 0
Abstract
Electricity is the right of every person guaranteed in the 1945 Constitution, it must be realized in the form of providing electricity supply for the community. Electricity generators in Gresik are one of the power suppliers for industries and communities through the distribution managed by one of the electricity distributor in Indonesia. As time goes by, the plant needs to do a planned maintenance called overhaul. This research aims to improve the quality of overhaul maintenance service to one of the generators that exist in Gresik. The other goal is to know what service factors that affect the level of customer satisfaction in accordance with customer expectations based on service priority variables. Measurement of service quality of overhaul maintenance is done by combining ServQual method and Quality Function Deployment (QFD) method.
电力是1945年宪法保障的每个人的权利，必须以向社区提供电力供应的形式实现。Gresik的发电机是工业和社区的电力供应商之一，通过印度尼西亚的一家电力分销商管理的配电。随着时间的推移，工厂需要进行计划维护，称为大修。本研究旨在提高Gresik某发电机大修维修服务的质量。另一个目标是根据服务优先变量，了解哪些服务因素会根据顾客期望影响顾客满意水平。将ServQual方法与质量功能部署(quality Function Deployment, QFD)方法相结合，实现大修维护服务质量的度量。
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