The Implementation of QFD and FMEA in Order to Improve Ojek Online Service Quality Based on Non-Specific Application in Jember

Abstract

Ojek Online in Indonesia has been gaining so many attention because of its efficiency and effectiveness to overcame traffic in Indonesia. Without doubt those attention attract so many people to compete in the same field of business. Many competitors means tight competition. This study aims to improve service quality of ojek online non-specific based application in jember by identifying its customer needs and translating it into service design. The object of this study is three non-specific application based ojek online company in Jember. QFD is one method that is capable to translate customer needs into service design. The popular tools of QFD is House of Quality matrix. This matrix will help to identify which of many needs of customer that’s most demanded by the customer by its rating of importance. FMEA applied to make sure that service design of QFD will meets the customer needs.