Quality Function Deployment ( QFD ) Untuk Mengukur Tingkat Kepuasan Konsumen Kopi Bisang Di Kabupaten Luwu

Abstract

Kopi bisang merupakan salah satu kopi yang memiliki potensi pengembangan usaha, hal ini yang membuat penulis akan menguraikan mengenai prospek pengembangan kopi bisang. Mengetahui tingkat kepuasan konsumen terhadap produk kopi bisang dengan metode QFD ( Quality Function Deployment ) serta suara konsumen ( Voice Of Costumer ) terhadap kopi bisang di Kabupaten Luwu.Rancangan penelitian dengan pengumpulan data dengan memakai kuesioner dan wawancara. Kegiatan ini dilakukan di cafe kopi bisang kota Palopo . Kuesioner dan wawancara membahas mengenai kualitas layanan yang meliputi Tangible, Assurance, Responsifness, Realibility, Emphaty,dimensi mutu pelayanan Tangible, assurance, responsiveness, realibility dan emphaty. Setelah dilakukan penganalisaan data terhadap atribut yang paling berpengaruh, ditemukan bahwa harga produk yang merupakan atribut assurance merupakan faktor utama dari produk kopi bisang yang dapat menjadi pilihan dengan nilai total 216 dengan nilai indeks 43,2. Atribut cara berkomunikasi karyawan yang merupakan dimensi mutu Emphaty, memperoleh skor terendah dengan nilai 182 dengan nilai indeks 36,4 sehingga bagian ini perlu mendapatkan perhatian khusus agar kualitas pelayanan prima dapat terwujud.
 
 Bisang coffee is one of the coffees that have the potential for business development, this is what makes the author describe the prospects for developing bisang coffee. Knowing the level of consumer satisfaction with bisang coffee products with the QFD (Quality Function Deployment) method and the voice of the consumer (Voice Of Customer) for bisang coffee in Luwu Regency. The research design uses data collection using questionnaires and interviews. This activity was carried out at the bisang coffee cafe, in Palopo city. Questionnaires and interviews discussed service quality which included Tangible, Assurance, Responsiveness, Reliability, Empathy, dimensions of Tangible service quality, assurance, responsiveness, reliability, and empathy. After analyzing the data on the most influential attributes, it was found that the price of the product, which is the assurance attribute, is the main factor for the coffee product that can be chosen with a total value of 216 with an index value of 43.2. The attribute of employee communication, which is the quality dimension of Empathy, gets the lowest score with a value of 182 with an index value of 36.4 so this section needs special attention so that excellent service quality can be realized.

Efforts to Improve Service Quality at Skenario Kopi Cafe Based on Consumer Needs Using Quality Function Deployment

“…QFD helps companies determine the resources and capabilities needed to produce the products consumers want. QFD helps companies to assess various design options and choose the ones that best suit consumer needs and desires, then create products that suit consumer needs and desires (Suradi et al, 2021). The QFD technique was chosen for this research because QFD is relevant to the motive for completing the research objectives.…”