Peningkatan Kualitas Layanan Jasa Dengan Menggunakan Metode QFD (Quality Function Deployment) Pada Kementerian Agama Kota Dumai

Mahendra, Romi (2021) Peningkatan Kualitas Layanan Jasa Dengan Menggunakan Metode QFD (Quality Function Deployment) Pada Kementerian Agama Kota Dumai. Other thesis, Universitas Islam Riau.

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Abstract

This study was conducted to analyze the quality of services provided by the Ministry of Religion of the City of Dumai to visitors at the Office of the Ministry of Religion of the City of Dumai. The purpose of this study was to analyze the quality of service at the One Stop Integrated Service (PTSP) at the Office of the Ministry of Religion of Dumai City. In this study, the analytical method used is the QFD (Quality Function Deployment) method with the HOQ (House of Quality) matrix. Based on the results of the study, it is known that this method is quite effective for analyzing the quality of services in the Ministry of Religion of Dumai City. There are attributes that must be improved and improved, namely precise and accurate information and notifying when the service will be performed. Besides that, through this research method also obtained results for technical steps that need to be carried out and the priority that is useful for improving and improving the quality of services at the Ministry of Religion Office of Dumai City is to follow the standard operating procedures that have been set and also coordinate with the Regional Office (KANWIL) Ministry of Religion of Riau Province.

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