The industrial revolution 4.0 is currently a topic that is often discussed in the industrial world. Presentation of data that can be accessed quickly makes everyone must immediately respond to any changes that occur in their work area. Quality 4.0 is in line with the development of industrial digitization by using advanced technology to improve the quality of manufacturing and services. In the midst of very tight competition, especially in the plastic packaging industry, every company must be able to innovate in its production process and must be able to reduce customer complaints. The purpose of this study is to apply industrial technology 4.0 in the quality sector to reduce customer complaints. The method used is Quality 4.0. The application of Quality 4.0 can identify several factors that cause product packaging not to suit customer desires. Inappropriate product appearance and function can be corrected by implementing Quality 4.0 with a clean room and strict process control. The research results can reduce customer complaints by 44% in 2020 and 27% in 2021.

Kepuasan konsumen merupakan salah satu tolak ukur keberhasilan pada sebuah perusahaan terutama pada perusahaan jasa. Kepuasan konsumen menjadi hal yang penting untuk memenangkan persaingan, seperti persaingan yang ketat saat ini. Restoran “DCBA” adalah salah satu dari bisnis restoran yang terus menerus melakukan tindakan perbaikan untuk dapat mengimbangi persaingan bisnis. Selama 27 tahun beroperasi, restoran ini merasa bahwa pelayanan yang diberikan belum maksimal. Penelitian ini bertujuan  untuk menentukan prioritas respon teknis untuk meningkatkan kepuasan konsumen. Penelitian ini  menggunakan metode Quality Function Deployment. Melalui penelitian ini diharapkan restoran dapat menentukan prioritas dari respon teknis yang akan dilakukan, sehingga dapat menentukan urutan tindakan yang harus dilakukan untuk memenuhi kriteria kepuasan konsumen. Melalui kepuasan konsumen yang optimal, diharapkan pendapatan dari restoran meningkat. Penelitian ini dilaksanakan dengan menyebarkan kuesioner. Masing – masing responden menjawab pertanyaan terkait dimensi kualitas dan jasa yang dikembangkan berdasarkan lima dimensi kualitas. Penggolongan kriteria-kriteria tersebut seperti Tangible, Reliability, Responsiveness, Assurance dan Empathy. Hasil penelitian menunjukkan bahwa respon teknis dengan bobot tertinggi adalah melakukan pelatihan. Prioritas respon teknis yang direkomendasikan untuk dilakukan perbaikan dengan melakukan pelatihan terhadap tenaga kerja dan membuat standar pelayanan. Hasil dari penelitian ini akan menjadi rekomendasi pada perusahaan dalam memperbaiki kinerja dan memberikan kepuasan pelanggan yang lebih baik lagi kedepannya.

The development of tourism in Indonesia is currently quite fast. With the number of tourist trips, it will increase the demand for tourism goods and services, one of which is the restaurant business. on the other hand, to be able to develop tourism, reliable quantity and quality are needed to serve tourists. The health and economic crisis during the Covid-19 pandemic caused many business sectors to slump. However, several industries, such as the food and beverage industry, still have resilience in the midst of sluggish public purchasing power. This study aims to analyze the performance of restaurants located in Jakarta in terms of customer satisfaction with service quality. The strategy utilized is Importance Performance Analysis (IPA). IPA is done to figure out status pointers connected with administration quality. furthermore, to decide the situation with markers connected with administration quality. This is to give contribution to the executives in making key moves. The number of samples is 114 respondents. After conducting the research, it was found that the priority factors for the technical response should be made. The indicators that are the focus of improvement in this research are the dimensions of Reliability (the existence of a reservation system) and Assurance (the ability of employees to provide fast service, compensation if an error occurs from the restaurant and requires employees to implement health protocols). Furthermore, the results of the House of Quality include employee training and the creation of service standards.