Moses L. Singgih and Nurita Ardhiyani
Abstract
PT Pos Indonesia is currently still lacking in serving and satisfying customers, this company has little attention to customer complaints and this will have an impact on customer loyalty. Fulfillment of customer expectations yields the customer satisfaction and brings benefit to the company especially PT Pos Indonesia as this project’s object. Knowing the level of customer satisfactions is not enough because new phenomenon indicates that customer satisfaction levels can be distinguished into categories one dimensional, must be and attractive. To understand this customer behavior very well, an integrated SERVQUAL and Kano into QFD is necessary to be implemented. Needed information is obtained from the distributed questionnaires through SERVQUAL questionnaires and Kano questionnaires to the customers who ever experienced the service of the company and its competitor. Collected data then processed with SERVQUAL method and grouped into Kano’s category then QFD as improvement design. From this research, several aspects need to be improved by the management are complaint handling, safety and cleanliness on shipment and delivery process, safety and security in office, warehouses and parking lots, customer relation and satisfaction, employee Behaviour, employee training, employee’s knowledge about company’s service, automated facilities, simple bureaucracy and process flow.