ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN BARBERSHOP DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT

For companies in the service sector, especially REF Barbershop, quality improvement and processes must be customer oriented. To improve of at a analysis method is needed. An effective to combine Service Quality (SERVQUAL) which integrated with Function Deployment (QFD) using House Of Model. The application SERVQUAL identify strengths or advantages industry, while QFD guarantees that services will provided according needs. Model collection matrices containing desires characteristics are all generated from questionnaire processing. design Barbershop found gap occurred on side, namely between level perception expectation, namely: Availability toilets obtained value -0.880, Having good modern equipment -0.580, Cleanliness completeness equipment, -0.360, queue numbers -0.180, Employees receive consumer complaints quickly, -0.140, friendly courteous customers obtained, -0.080. use makes satisfaction as Voice Customer then gets 4 Technical Responses, providing training employee performance rewarding employees whose has increased giving sanctions who perform poorly, increase comfort, schedule regular checks, make picket schedules for facility maintenance cleanliness. From results technical response it can useful build Barbershop.