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"Penelitian ini mengaplikasikan metode Quality Function Deployment dan Analytical Hierarchy Process pada produk air conditioner tipe YC-CS9NKJ yang diproduksi oleh Panasonic Indonesia. Tujuan utama dari penelitian dalam skripsi ini adalah mengidentifikasi kebutuhan dan prioritas konsumen terhadap produk air conditioner secara umum untuk dijadikan sebagai dasar dalam menentukan prioritas pengembangan dari setiap atribut teknis produk tersebut, sehingga dapat menghasilkan produk yang mampu memenuhi kebutuhan dan prioritas konsumen air conditioner secara tepat. Penelitian secara garis besar menjelaskan penerapan metode Quality Function Deployment dalam mengidentifikasi atribut kebutuhan yang ada untuk kemudian prioritasnya akan ditentukan melalui metode Analytical Hierarchy Process. Hasil yang diperoleh, lebih lanjut akan diolah dengan matriks House of Quality untuk dihubungkan dengan setiap atribut teknis yang ingin dikembangkan dari produk. Dari berbagai data yang diperoleh sebagai input dalam pengolahan data penelitian, didapatkan hasil penelitian bahwa pengembangan pada atribut kinerja dan fitur penekan konsumsi daya listrik dari penggunaan produk menjadi pengembangan yang memiliki prioritas paling tinggi untuk dilakukan agar dapat memenuhi prioritas kebutuhan konsumen. Penelitian ini juga berhasil mengidentifikasi berbagai atribut kebutuhan konsumen lainnya beserta prioritasnya terhadap produk air conditioner secara umum yang juga dapat dijadikan sebagai dasar pertimbangan dalam pengembangan produk. Lebih jauh, penelitian ini juga memberikan implikasi manajerial serta saran bagi perusahaan dan penelitian selanjutnya.

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This study is implementing the methods of Quality Function Deployment and Analytical Hierarchy Process on air conditioner product type CS-YC9NK which is produced by Panasonic Indonesia. The main objective of the research in this study is to identify the customer requirements and priorities on air conditioner product in general which is going to become the foundation of determining the development priority on every technical attribute of the product, therefore it will able to deliver a product which satisfies customer requirement and priorities on air conditioning precisely.

Generaly the research is describing the implementation of Quality Function Deployment method in identifying the available requirement attribute, which the priorities is going to b determined by the Analytical Hierachy Process method. After ward, the result will be calculated inside the House of Quality matrix to be connected to each technical attributes which is subjected to product development.

From various data which are obtained as input during research and data calculation, can be concluded that development on performance and features to reduce electrical power consumption during product utilization become the highest priority to be performed in order to satisfy the customer requirement priorities. This research also successfully intended various of other customer requirement attributes, together with priorities on air conditioner product in general which may also be utilized for product development considerations. Furthermore, this research has provided managerial implications and recommendations for company and for further research."

"ABSTRAKDalam industri jasa, service delivery yang terdiri dari physical service danpersonnel service merupakan bagian yang terlihat saat terjadi interaksi antarakonsumen dan produsen jasa. Bagian ini sangat penting dalam mendorong respondari konsumen, salah satunya satisfaction dan commitment konsumen. Satisfactiondan commitment konsumen sangat penting bagi kelangsungan usaha produsen.Tujuan dari penelitian ini untuk menganalisis pengaruh physical service danpersonnel service terhadap satisfaction dan commitment konsumen. Penelitian inimenggunakan 155 responden nasabah Bank BRI Unit Pulo Jahe. Hasil penelitianmenunjukkan bahwa physical service dan personnel service berpengaruhsignifikan terhadap satisfaction, sedangkan physical dan personnel serviceberpengaruh signifikan terhadap commitment serta satisfaction berpengaruhsignifikan terhadap commitment.

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ABSTRACTIn the service industry, service delivery consisting of physical service andpersonnel service are part visible when there is interaction between consumersand producers of service. This part is very important in encouraging responsefrom consumers, such as satisfaction and consumer commitment. Consumersatisfaction and commitment are very important for business continuity producer.Purpose of this study was to analyze the effect of physical service and personnelservice to consumer satisfaction and commitment. This research uses 155respondent Bank BRI Unit Pulo Jahe customers. The result showed that thephysical service and personnel service have significant effect on satisfaction, atthe same time physical service and personnel service do not significant effect oncommitment and satisfaction have significant effect on commitment."

"One out of four people in the world is a Moslem, and Indonesia ranks first on the biggest Moslempopulation in the world. Hundreds of thousands of people go to Makkah each year to make Hajj(pilgrimage). Hajj and Umrah travel agencies as providers of Hajj and Umrah packages are becomingimportant in Indonesia, as their number is about two hundred agencies. However, therehas been little discussion about Hajj and Umrah, especially on Hajj and Umrah travel agencies.The purpose of this paper is to identify the relationships of post-purchase perceived-value to relationshipquality, which consists of satisfaction, commitment, and trust, on Hajj and Umrah travelagencies. This study finds that the post-purchase perceived-value significantly affects satisfactionand trust but does not affect commitment. Moreover, satisfaction significantly affects trust andcommitment, while trust does not affect commitment."