ABSTRAK

Kualitas produk dan jasa merupakan salah satu kunci sukses didalam persaingan

bisnis kuliner. Grave coffee merupakan salah satu cafe yang berketempatan di

wilayah Tambun Selatan, cafe grave coffee menawarkan berbagai macam minuman

coffee dan makanan ringan. menu di cafe grvae coffee bervariasi sehingga membuat

pelanggan tidak cepat bosan dengan pilihan menu yang di sediakan. cafe grave

coffee juga menjual produk nya secara online dengan menggunakan aplikasi online

shop dan sosial media. Adanya keinginan perusahan untuk mengetahui tingkat

kepuasan pelanggan terhadap kualitas pelayanan pada cafe grave coffee. Maka dari

itu metode Quality Function Deployment digunakan sebagai implementasi solusi.

Dari hasil penelitian yang dilakukan, didapatkan 10 atribut pelayanan yang menjadi

prioritas konsumen terhadap cafe grave coffe berdasarkan tingkat ekspektasi /

harapan terbesar ke terkecil adalah Memiliki ruangan yang nyaman ( dimensi

tangible ), Perusahaan memberikan pelayanan tanpa melihat status maupun

kedudukan konsumen ( dimensi empathy ) , Memiliki karyawan yang bersih dan

rapih (tangible ), Ketersediaan fasilitas penunjang (toilet, wastafel, mushola, live

musik, wifi, area parkir) (dimensi tangible ), Kemudahan dalam memesan ( dimensi

assurance ), Karyawan mengutamakan kepentingan konsumen (dimensi empathy ),

Kualitas rasa, makanan dan minuman yang konsisten ( dimensi realibility ),

Karyawan menguasai informasi produk ( dimensi assurance ), Kemudahan dalam

pembayaran ( dimensi assurance ), Karyawan memberikan perhatian personal

kepada pelanggan (ucapan selamat datang, terima kasih, dan maaf jika terjadi

sesuatu hal ( dimensi empathy ). Berdasarkan hasil dari kekurangan dan keunggulan

diketahui semua atribut layanan pada cafe grave coffee lebih unggul dibandingkan

dengan cafe garis coffee.

Kata kunci : peningkatan kualitas, Quality Function Deployment

ABSTRACT

Product and service quality is one of the keys to success in the competitive culinary

business. Grave Coffee is a cafe located in the South Tambun area. Grave Coffee

Cafe offers various kinds of coffee drinks and snacks. The menu at the Grvae coffee

cafe is varied so that customers don't get bored quickly with the menu choices

provided. Cafe Grave Coffee also sells its products online using online shopping

applications and social media. The company wants to know the level of customer

satisfaction with the quality of service at Grave Coffee Cafe. Therefore, the Quality

Function Deployment method is used to implement the solution. From the results of

the research carried out, it was found that 10 service attributes are priorities for

consumers towards Cafe Grave Coffee based on the level of

expectations/expectations from largest to smallest: Having a comfortable room

(tangible dimension), the company providing services without looking at the status

or position of the consumer (empathy dimension), Having employees who are clean

and tidy (tangible), Availability of supporting facilities (toilets, sinks, prayer rooms,

live music, wifi, parking area) (tangible dimension), Ease of ordering (assurance

dimension), Employees prioritize consumer interests (empathy dimension),

consistent quality of taste, food, and drinks (reliability dimension), Employees

master product information (assurance dimension), ease of payment (assurance

dimension), Employees provide personal attention to customers (greeting welcome,

thank you, and sorry if something happens) (empathy dimension). Based on the

results of the advantages and disadvantages, it is known that all service attributes

at Grave Coffee cafes are superior to those at Line Coffee cafes.

Keywords : quality improvement, quality function deployment.