Improvement of service quality for customer satisfaction with lean six sigma method and development quality function deployment. Case: Telecommunication company in indonesia

Dwiyana Puji Lestari, M. Dachyar

Research output: Contribution to journalArticle

Abstract

Growth of tight competition in the telecommunication industry and digital era, the company should focus on any aspects in the whole organization, especially on customer engagement & operation and strategy development in order to manage and maintain a good journey and experience to the end customer. Company strategy to achieve better quality for service and customer satisfaction, the company should refer to the customer’s expectation and develop a new strategy. The Six Sigma method and the Quality Function Deployment (QFD) method will provide a systematic technique used to process and translate the voice of customer (VOC) into a main concern of service quality for the customer perceived value and behavior intention. The aim of this research is to increase the customer satisfaction and loyalty inside the service quality based on level of importance from VOC that translate to House of Quality (HOQ) by using the Six Sigma method and the QFD method. VOC and QFD generated important parameter for support company's strategy. There are 10 main attributes of service quality and 30 voice of customer. Results of this research suggests that the most important attribute must be improved and increased in order for the service quality to comply with customer satisfaction.

Original languageEnglish
Pages (from-to)3605-3613
Number of pages9
JournalInternational Journal of Advanced Science and Technology
Volume29
Issue number7 Special Issue
Publication statusPublished - 14 Apr 2020

Keywords

  • Quality Function Deployment
  • Service quality
  • Six Sigma
  • Telecommunication
  • Voice of Customer

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