Implementation Voice of Customer System in Improving Housing Quality at PT. Anugrah Indah Bersama Lampung

Abstract

The purpose of this study was to determine how to implement the voice of customer system in improving the quality of housing at PT. Anugrah Indah Bersama Lampung. Data collection was carried out through interview techniques, interviews were conducted with housing customers and housing business owners. The variables studied in this study were the voice of customer system, the resilience dimension, the feature dimension, and the suitability dimension. These three dimensions are part of the eight dimensions of product quality. The data analysis method used was the qualitative method. The qualitative method is based on the semantic relationship between the variables being studied. Based on the results of the study conducted in the application of the voice of customer system to product quality, it can be concluded that there are ways to improve the resilience dimension, the feature dimension, and the suitability dimension. In the resilience dimension, quality raw materials can be selected by handling the process in housing production. In the feature dimension, it is necessary to add a drill and provide a kitchen. In the suitability dimension, clear and easy-to-understand system operating standards are made. The production process in housing is very important in the suitability dimension.