QUALITY EVALUATION OF BAYTAT CAKE FOR CUSTOMER SATISFACTION

Silvia, Evanila and Yessy , Rosalina and Okky , Zikrullah (2016) QUALITY EVALUATION OF BAYTAT CAKE FOR CUSTOMER SATISFACTION. In: Proceeding ISEPROLOCAL. Badan Penerbitan Fakultas Pertanian Universitas Bengkulu, Bengkulu, Indonesia, pp. 81-86. ISBN 9786029071184

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Abstract

Baytat cake is a traditional food of Bengkulu, resembles a pineapple pie. These products were produced by small and medium industries in Bengkulu. Various and low of quality product is still a common problem faced by producers. Evaluation of quality is required to improve product quality in order to achieve customer satisfaction. This study aimed to identification the importance of customers‟ voices and technical processes for baytat cake, to compare satisfaction of customer for baytat cake XYZ with competitor and to provide recommendation to improve quality baytat cake based on customers‟ voices. One of the tools used to solve the problem is Quality Function Deployment (QFD). In this study interviewed fifty respondents (customer, producers, workers, processing operators and traditional food researchers. The result showed that the level of importance of customers‟ voices about baytat cake based on 7 quality attributes, the taste of cake is the primary attribute for customer to satisfy them, followed by the taste of jam, texture of cake, price, aroma of cake, practicability of packaging, protection packaging for product and aesthetics of packaging. The importance level of technical processes that influence customers‟ voice of product quality are the process of baking, the process of mixing, the cooking of coconut milk, the process of giving jam and the cooling of coconut milk process. In term of product performance, based on product comparison analysis, we found that the customers much more satisfied with baytat produced by XYZ Baytat producer than the others producer. The recommendations to support quality improve of baytat cake are on the price and packaging attributes.

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