|Abstract: ||“Gama Resto” is one of stalls which serve many chicken manufacture
products such as fried chicken, baked chicken, steak and ayam kremes. The best
product is steak. “Gama” Resto have to build up the quality of the product to
satisfy the customers. In this case, “Gama Resto” wants to get trust and a good
quality assessmet of steak if compared with the opponents in Malang, those are
“Waroeng Steak & Shake” and “Kampoeng Steak”.
The purpose of this research is to determine customer’s expectation and
perception based on the sequence of priority in quality assessment of “Gama
Resto” quality if compares with “Waroeng Steak & Shake” and “Kampoeng
Steak” Malang by using QFD method. This research went on 01 – 07 April 2009
in Gama Resto on Jl. Kalpataru/24, Malang. The instrument is questioners of 56
respondents. We used QFD method in this research because we can gather the
producer’s importance and customer’s necessity so that the product can satisfy
both of them.
The result of customer’s expectation (whats) is eight (8) attributes. The
assessment scale is 1–5, the sequence is: taste (4,54), cleanness (4,5), pleasure of
meat texture (4,41), ripening of meat texture (4,39), aroma (4,25), color (3,89),
stability of meat texture (3,73), and appearance (3,48). The quality of “Gama
Resto” is lower than “Waroeng Steak & Shake” and ”Kampoeng Steak”.
Customer feels that the quality of the product is out of the expectation. “Gama
Resto” gets quality assessment of the product such as pleasure of meat texture
(3,15), ripening of meat texture (3,69), taste (3,38), stability of meat texture
(3,43), appearance (3,73), color (3,54),and aroma (3,5),by assessment scale is 1–5.|