Noviani, Neneng Leni and Masyhudzulhak, Masyhudzulhak (2017) Improving consumer satisfaction by integrating on service quality and lean six sigma methods. Journal of Technology and Operations Management, 12 (2). pp. 26-35. ISSN 1823-514X
PDF
Restricted to Registered users only Download (234kB) | Request a copy |
Abstract
Service quality (SERVQUAL) is one method that can be used to measure customer satisfaction for services that have been received that is by comparing the level of perception and expectations.Lean, six sigma is a method or technique for controlling and improving the quality of which is a dramatic breakthrough in the field of quality and is always oriented to customer satisfaction with a measurement target of sigma quality level.Integration SERVQUAL and Lean Six Sigma methods aims to SERVQUAL measurement results were analysed is to determine the critical variables, followed by calculation of DPMO and sigma value of the critical variables that can be known variables that priority improvements
Item Type: | Article |
---|---|
Uncontrolled Keywords: | SERVQUAL, Lean, Six Sigma, Customer Satisfaction |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | School of Technology Management & Logistics |
Depositing User: | Mrs. Norazmilah Yaakub |
Date Deposited: | 11 Nov 2018 03:29 |
Last Modified: | 11 Nov 2018 03:29 |
URI: | https://repo.uum.edu.my/id/eprint/25154 |
Actions (login required)
View Item |