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	<title>Analisis Peningkatan Kualitas Layanan Dengan Metode Servqual Dan QFD (Studi Kasus : Koperasi Delta Sari Sidoarjo) | Nurhayati | Jurnal Teknik Industri: Jurnal Hasil Penelitian dan Karya Ilmiah dalam Bidang Teknik Industri</title>
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	<meta name="DC.Creator.PersonalName" content="Lilis Nurhayati"/>
	<meta name="DC.Creator.PersonalName" content="Lusi Mei Cahya Wulandari"/>
	<meta name="DC.Date.created" scheme="ISO8601" content="2022-12-06"/>
	<meta name="DC.Date.dateSubmitted" scheme="ISO8601" content="2022-11-08"/>
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	<meta name="DC.Description" xml:lang="id" content="Salah satu peran penting koperasi di Indonesia adalah membangun perekonomian masyarakat termasuk didalamnya lembaga maupun anggotanya. Peranan koperasi saat ini semakin berkembang di masyarakat diantaranya adalah Koperasi Wanita. Keberadaan dan keberhasilan Koperasi Wanita (KOPWAN) tidak dapat dilepaskan dari konsep kepercayaan anggota kepada Pengurus dan sebaliknya. Kopwan Delta Sari Sidoarjo salah satu koperasi yang berada di kabupaten Sidoarjo yang bermitra usaha dengan Tim Penggerak PKK Sidoarjo maupun Dharma Wanita Persatuan Sidoarjo. Namun ditengah-tengah usaha tersebut Kopwan Delta Sari dihadapkan dengan permasalahan dimana banyak terjadi keluhan dari pelanggan tentang kualitas layanan yang diberikan koperasi. Keluhan pelanggan disertai dengan adanya penurunan penjualan di unit pertokoan dapat menjadi indikasi terjadinya permasalahan yang penting yang harus diteliti. Sehingga menyebabkan terjadi penurunan kualitas. Hal ini menjadi dasar untuk membuat suatu strategi peningkatan kualitas layanan sehingga dapat meningkatkan performansi Koperasi. Selanjutnya akan dijadikan sebagai rekomendasi dalam program kerja yang akan dilakukan secara berkesinambungan oleh KOPWAN Delta Sari Sidoarjo. Tujuan penelitian ini adalah untuk mengetahui kualitas layanan KOPWAN Delta Sari Sidoarjo. Melalui perbaikan kualitas menggunakan metode Servqual dan QFD ditemukan 20 respon teknis yang dapat memberikan kontribusi penigkatan kepuasan pelanggan."/>
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        <meta name="citation_author" content="Lilis Nurhayati"/>
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        <meta name="citation_author" content="Lusi Mei Cahya Wulandari"/>
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<p><strong><span style="text-decoration: underline;">                                                                                                                                                                                                                                     </span></strong></p><p><strong>Jurnal Teknik Industri</strong></p><p><a href="http://www.issn.lipi.go.id/issn.cgi?daftar&amp;1441090320&amp;1&amp;&amp;" target="_blank">P-ISSN 2460-898X</a> | <a href="http://www.issn.lipi.go.id/issn.cgi?daftar&amp;1566525169&amp;1&amp;&amp;" target="_blank">E-ISSN <span>2714-6235</span></a></p><p><strong><span>Published by:</span></strong></p><p><span>Industrial Engineering</span> Department</p><p><span>Universitas Islam Negeri Sultan Syarif Kasim Riau, Indonesia</span></p><p><strong><span>Office Address:</span></strong></p><p><span>H.R. Soebrantas KM 15.5, Tampan, </span>Pekanbaru, Riau, Indonesia 28293</p><p><span>email: jti.fst@uin-suska.ac.id</span></p><p> WA admin : +62 812-9167-0899</p><p><span><span><strong>Indexed by:</strong></span></span></p><p><strong><a href="https://scholar.google.co.id/citations?hl=en&amp;authuser=1&amp;user=nlCfYlgAAAAJ" target="_blank"><img src="/public/site/images/anwardi27/GS.jpg" alt="" /></a>   </strong><strong><a href="https://moraref.kemenag.go.id/archives/journal/98465960431720197" target="_blank"><img src="/public/site/images/anwardi27/Moraref.jpg" alt="" /></a> </strong><strong><a href="https://search.crossref.org/?q=2460-898x" target="_blank"><img src="/public/site/images/anwardi27/Cros.jpg" alt="" /> </a> </strong><strong><a href="http://garuda.ristekdikti.go.id/journal/view/11322" target="_blank"><img src="/public/site/images/anwardi27/414a234b-67f9-4ce5-9aa7-b8c52d2c15711.jpg" alt="" /></a></strong></p><p> <a href="http://sinta.ristekbrin.go.id/journals/detail?id=6680" target="_blank"><img src="/public/site/images/jtifst/SINTA13.png" alt="" /></a>    <a href="https://journals.indexcopernicus.com/search/details?id=66492" target="_blank"><img src="/public/site/images/jtifst/ic-logo-biale-tlo12.png" alt="" /> </a><a title="DOAJ-JTI" href="https://doaj.org/toc/2714-6235?source=%7B%22query%22%3A%7B%22bool%22%3A%7B%22must%22%3A%5B%7B%22terms%22%3A%7B%22index.issn.exact%22%3A%5B%222460-898X%22%2C%222714-6235%22%5D%7D%7D%5D%7D%7D%2C%22size%22%3A100%2C%22sort%22%3A%5B%7B%22created_date%22%3A%7B%22order%22%3A%22desc%22%7D%7D%5D%2C%22_source%22%3A%7B%7D%2C%22track_total_hits%22%3Atrue%7D" target="_blank"><img 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" alt="" /></a></p><p> </p><p><a href="http://creativecommons.org/licenses/by-nc-sa/4.0/" rel="license"><img src="https://i.creativecommons.org/l/by-nc-sa/4.0/88x31.png" alt="Creative Commons License" /></a></p><p> </p><strong>JTI :</strong> <strong>Jurnal Teknik Industri</strong> under a <a href="http://creativecommons.org/licenses/by-nc-sa/4.0/" rel="license">Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License</a>.
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