Analisis tingkat kepuasan konsumen lembaga terhadap produk susu segar KPRI "Kokarnaba" Baturraden di Kota Purwokerto dengan metode Quality Function Deployment

Abstract

One of fresh milk producer in Central Java Province is KPRI "KOKARNABA". KPRI "KOKARNABA" must be able to supply their consumers need if they want to survive in market. The aims of this research are to analyze the atributes in fresh milk product that become their consumers need, to measure KPRI "KOKARNABA's" consumers satisfaction level and create House of Quality of KPRI "KOKARNABA's" fresh milk product. This research is planned as descriptive analysis with Quality Function Deployment (QFD) instrument and House of Quality matrix. HOQ shows the things that become consumers's expectation and how to fulfill it and also to shows consumers satisfaction level to the product. The data was get by interview, direct observe and quetionare distribution to 13 consumers with cencus method. The result of this research shows that the consumers satisfaction level to KPRI "KOKARNABA" fresh milk product is satisfy to some attributes (nutrition contain, purity of milk, packaging, and price) and very satisfy to other attributes (obtained product easily, milk delivery service, milk appearance, tidiness ). Keywords : Milk, customer satisfaction, QFD, HOQ