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Improving consumer satisfaction by integrating on service quality and lean six sigma methods


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

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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: http://repo.uum.edu.my/id/eprint/25154

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