Siregar, Muhammad Doli Arifan (2025) Identifikasi Masalah Produk Dan Strategi Perbaikan Kualitas Produk Dalam Layanan Purna Jual Untuk Meningkatkan Kepuasan Konsumen Yong M. Tugas Akhir (S1) - thesis, Universitas Bakrie.
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Abstract
This study aims to analyze issues in Yong Ma rice cooker products to enhance the readiness of after-sales service at each regional service center. The issues examined include the frequency of damage across various models, common customer complaints, and the spare parts most frequently used in repairs. Identifying these aspects aims to provide strategic recommendations for improving product quality and after-sales service efficiency. The research employs a descriptive quantitative method with crosstab analysis to examine the relationship between product models, complaint levels, and spare part usage. The data used is secondary data obtained from the Yong Ma after-sales service system (MIS) in October 2024. Additionally, the study integrates a qualitative approach through interviews with employees directly involved in after-sales service operations. The findings reveal that certain rice cooker models experience higher failure rates than others. The most common customer complaints include undercooked rice, unpleasant odors in cooked rice, and damage to packaging and specific spare parts. The spare parts with the highest usage rates include Wrap Packing, Bimetal, Color Box, and Power & Control PCB Assy. Furthermore, infrastructure issues were identified in certain regional service centers, such as storage facility leaks in Surabaya, which resulted in the need for rework on affected units. This study is expected to assist PT. Yong Ma Elektronik Servis Indonesia in improving product quality and after-sales service readiness across all regional service centers. The recommendations include optimizing spare part inventory management, enhancing product quality through design evaluation, and improving service center operational systems to be more responsive to customer needs. By implementing these recommendations, the company can enhance customer satisfaction and strengthen its competitiveness in the home appliance industry.
| Item Type: | Thesis (Tugas Akhir (S1) - ) |
|---|---|
| Uncontrolled Keywords: | product quality, after-sales service, customer satisfaction, issue analysis, Yong Ma. |
| Subjects: | Marketing > Branding (Marketing) Business Management > Business Plan > Business Management > Mangement Quality Control Thesis > Thesis (S1) |
| Divisions: | Fakultas Ekonomi dan Ilmu Sosial > Program Studi Manajemen |
| Depositing User: | Muhammad Doli Arifan Siregar |
| Date Deposited: | 11 Mar 2025 07:54 |
| Last Modified: | 11 Mar 2025 07:54 |
| URI: | https://repository.bakrie.ac.id/id/eprint/11528 |
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