Implementasi QFD dengan Mengonakan HoQ untuk Meningkatkan Kualitas Produk dan Daya Saing Produsen Air Galon Pada CV. Anugerah Gemilang

Ramadhani Alfiko Rokhmatan; Rafi Maulana; Muhammad Imam Alghifari; Budiharjo Budiharjo

doi:10.61132/mars.v4i1.1372

Authors

Ramadhani Alfiko Rokhmatan Universitas Bina Bangsa
Rafi Maulana Universitas Bina Bangsa
Muhammad Imam Alghifari Universitas Bina Bangsa
Budiharjo Budiharjo Universitas Bina Bangsa

DOI:

https://doi.org/10.61132/mars.v4i1.1372

Keywords:

Customer Satisfaction, House of Quality, Quality Function Deployment, Service Quality, Voice of Customer

Abstract

This study aims to improve the quality of gallon water products and strengthen the competitiveness of CV. Anugerah Gemilang through the implementation of Quality Function Deployment (QFD) using the House of Quality (HoQ). The QFD approach is employed to translate the Voice of Customer (VoC) into technical product characteristics as well as service quality attributes that influence customer satisfaction. The research method applied is quantitative-descriptive with the support of qualitative data. Quantitative data were collected through questionnaires distributed to customers to measure the importance and satisfaction levels regarding product and service attributes, while qualitative data were obtained through in-depth interviews to reinforce and validate the questionnaire results. Subsequently, the VoC data were analyzed using the HoQ matrix to determine quality improvement priorities based on customer importance weights. This study is expected to produce strategic recommendations in the form of prioritized product and service quality enhancements focused on customer satisfaction, thereby supporting the sustainable improvement of the company’s competitiveness.

References

Akao, Y. (1990). Quality function deployment: Integrating customer requirements into product design. Productivity Press.

Cahyani, E., Nururrohmah, T., & Deka, C. F. (2024). The role of service quality in building customer satisfaction: A literature review. Journal of Management and Creative Business, 2(4). https://doi.org/10.30640/jmcbus.v2i4.3300

Carnevalli, J. A., & Miguel, P. A. C. (2008). Review, analysis and classification of the literature on QFD—Types of research, difficulties and benefits. International Journal of Production Economics, 114(2), 737–754. https://doi.org/10.1016/j.ijpe.2008.03.006

Chan, L. K., & Wu, M. L. (2002). Quality function deployment: A literature review. European Journal of Operational Research, 143(3), 463–497. https://doi.org/10.1016/S0377-2217(02)00178-9

Cohen, L. (1995). Quality function deployment: How to make QFD work for you. Addison-Wesley Publishing Company.

Hauser, J. R., & Clausing, D. (1988). The house of quality. Harvard Business Review, 66(3), 63–73. https://doi.org/10.1108/eb025570

Iqbal, M. S. (2025). Pengaruh kualitas pelayanan terhadap kepuasan anggota dan dampaknya pada loyalitas anggota sebagai pelanggan. Jurnal Manajemen, 16(3), 725–736.

Mahendra, M., Muhammad, N., Ghazali, A., & Lubis, M. (2025). Penerapan voice of customer dalam meningkatkan efektivitas customer relationship management: Studi kasus Tokopedia dan Gojek. Jurnal Sistem Informasi dan Manajemen, xx(x), xx–xx.

Nasution, M. N. (2005). Manajemen mutu terpadu (Total quality management). Ghalia Indonesia.

Rini Alfatiyah. (2018). Analisis kualitas jasa periklanan dengan kombinasi metode SERVQUAL dan quality function deployment (QFD) untuk meningkatkan kepuasan pelanggan. Jurnal Teknik Industri, 1, 1–7.

Rini, A. S. (2019). Investasi industri air minum kemasan terus tumbuh. Bisnis.com. https://ekonomi.bisnis.com/read/20190711/257/1123195/investasi-industri-air-minum-kemasan-terus-tumbuh

Supranto, J. (2011). Pengukuran tingkat kepuasan pelanggan untuk menaikkan pangsa pasar. Rineka Cipta.

Syarifuddin, R., Industri, T., Teknik, F., & Makassar, U. I. (2021). Quality function deployment (QFD) untuk mengukur tingkat kepuasan pelanggan. Jurnal Teknik Manajemen Industri, 2(2), 73–78. https://doi.org/10.47398/justme.v2i02.21

Wafik, Z., & Rinuastuti, B. H. (2024). Studi kelayakan bisnis air minum dalam kemasan (AMDK) PDAM Tirta Ardhia Rinjani Kabupaten Lombok Tengah. Distribusi: Journal of Management and Business, 12(1), 147–158. https://doi.org/10.29303/distribusi.v12i1.477

Wijaya, T., & Santoso, S. (2019). Analisis kepuasan pelanggan menggunakan metode quality function deployment (QFD). Jurnal Teknik Industri, 20(2), 85–94.