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

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 brea...

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Main Authors: Noviani, Neneng Leni, Masyhudzulhak, Masyhudzulhak
Format: Article
Language:English
Published: UUM College of Business 2017
Subjects:
HD28 Management. Industrial Management
Online Access:http://repo.uum.edu.my/25154/1/JTOM%2012%202%202017%2026%2035.pdf
http://repo.uum.edu.my/25154/
http://jtom.stmlportal.net/
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spelling my.uum.repo.251542018-11-11T03:29:00Z http://repo.uum.edu.my/25154/ Improving consumer satisfaction by integrating on service quality and lean six sigma methods Noviani, Neneng Leni Masyhudzulhak, Masyhudzulhak HD28 Management. Industrial Management 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 UUM College of Business 2017-12 Article PeerReviewed application/pdf en http://repo.uum.edu.my/25154/1/JTOM%2012%202%202017%2026%2035.pdf 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 http://jtom.stmlportal.net/
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Noviani, Neneng Leni
Masyhudzulhak, Masyhudzulhak
Improving consumer satisfaction by integrating on service quality and lean six sigma methods
description 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
format Article
author Noviani, Neneng Leni
Masyhudzulhak, Masyhudzulhak
author_facet Noviani, Neneng Leni
Masyhudzulhak, Masyhudzulhak
author_sort Noviani, Neneng Leni
title Improving consumer satisfaction by integrating on service quality and lean six sigma methods
title_short Improving consumer satisfaction by integrating on service quality and lean six sigma methods
title_full Improving consumer satisfaction by integrating on service quality and lean six sigma methods
title_fullStr Improving consumer satisfaction by integrating on service quality and lean six sigma methods
title_full_unstemmed Improving consumer satisfaction by integrating on service quality and lean six sigma methods
title_sort improving consumer satisfaction by integrating on service quality and lean six sigma methods
publisher UUM College of Business
publishDate 2017
url http://repo.uum.edu.my/25154/1/JTOM%2012%202%202017%2026%2035.pdf
http://repo.uum.edu.my/25154/
http://jtom.stmlportal.net/
_version_ 1644284242529615872
score 13.211869

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