Abstrak 
Integration Servqual, Kano Model And Quality Function Deployment (QFD) Method For Prioritizing Service Quality Improvement
Yudi Azis, Merita Bernik, Eva Puspita Sari
Universitas Padjadjaran, International Conference on Entrepreneurship and Business Management (ICEBM 2013) Sanur, Bali – November 21-22, 2013 ISBN: 978-602-18994-0-3
Bahasa Inggris
Universitas Padjadjaran, International Conference on Entrepreneurship and Business Management (ICEBM 2013) Sanur, Bali – November 21-22, 2013 ISBN: 978-602-18994-0-3
HOQ, Kano Model, QFD, service quality
Several tools are available for identifying the attributes of customer need however the integration among related tools is still lack especially for enhancing the quality of service quality. This study aims to determine the priority of customer requirements and technical responses using the integration approach of SERVQUAL, Kano Model and Quality Function Deployment (QFD). The methodology used was questionnaire and interview to several key persons both from customer and provider. Questionnaires are distributed and collected from the customers to evaluate perceived service, expected service, and dysfunctional value for each attribute. In addition, 14 technical responses are evaluated that are support the fulfillment of customer requirements using interview. Furthermore, Matrix house of quality (HOQ) is built refers to the house of quality structure with an integrated approach on a journal written by Tan and Pawitra (2001). Result from this research shows that there are two customer requirements and three technical responses is prioritized for the object study.