Analisis Kualitas Layanan Berbasis Servqual Terintegrasi Dengan Metode QFD (Studi Kasus: SMKN 6 - MALANG)

Hanggara, Fuad Dwi and Remba Yanuar Efranto, ST., MT, - and Sugiono, ST., MT., Ph.D, - (2014) Analisis Kualitas Layanan Berbasis Servqual Terintegrasi Dengan Metode QFD (Studi Kasus: SMKN 6 - MALANG). Sarjana thesis, Universitas Brawijaya.

Abstract

Pelayanan terhadap pelanggan merupakan salah satu faktor utama untuk meningkatkan kualitas dari lembaga pendidikan. Selain itu, diharapkan ada suatu proses penyempurnaan berkelanjutan (continual improvement) terhadap kinerja sekolah sehingga kualitas dan output sekolah sebagai sebuah institusi pendidikan selalu menjadi lebih baik dari waktu ke waktu. Sebagai salah satu institusi pendidikan kejuruan unggulan di Kota Malang, SMKN 6 Kota Malang perlu melakukan penyempurnaan berkelanjutan seperti yang telah disebutkan di atas. Karena itu perlu adanya peninjauan terhadap konsumen untuk meningkatkan kualitas dari lembaga pendidikan terkait sehingga layanan lembaga pendidikan di SMKN 6 Kota Malang semakin baik. Penelitian ini menggunakan integrasi metode Service Quality (SERVQUAL) dan Quality Function Deployment (QFD). Fungsi dari integrasi tersebut adalah memperjelas perencanaan untuk melakukan perbaikan. Integrasi ini dilakukan dengan memanfaatkan gap persepsi dan ekspektasi pada room I House of Quality, dan hasil dari pengukuran Servqual digunakan pada room II House of Quality. Jadi semakin besar nilai Raw Weight maka semakin besar tingkat kepentingan prioritasnya. Dengan mempertimbangan hal tersebut pembuatan solusi perbaikan selanjutnya berdasarkan kebutuhan pelanggan sehingga dapat membuat pelanggan menjadi puas. Berdasarkan hasil penelitian kualitas jasa pelayanan SMKN 6 kota Malang dapat diketahui bahwa atribut yang mempunyai tingkat kepentingan tertinggi pertama adalah kenyamanan tempat duduk dalam kelas. Sedangkan atribut dengan tingkat kepentingan tertinggi kedua adalah ketanggapan manajemen menerima keluhan siswa, dan kepentingan tertinggi ketiga adalah kebersihan toilet. Setelah dihitung berdasarkan pembobotan Raw Weight maka rekomendasi berdasarkan nilai kontribusi terbesar pertama adalah pemberian pelatihan rutin kepada karyawan dan guru. Sedangkan rekomendasi dengan tingkat pembobotan terbesar kedua adalah penerapan budaya kerja yang baik. Dan rekomendasi dengan tingkat pembobotan terbesar ketiga adalah adanya konsistensi dalam pelaksanaan Prosedur Operasional Standar (POS).

English Abstract

Customer service is one of the main factors to improve the quality of educational institutions. Moreover, a continuous process of improvement of the school’s performance was expected so the quality of the school as an educational institution getting better. As one of the featured institutions of vocational education in Malang, SMKN 6 Malang needs to apply a systemically continuous improvements as mentioned above. Therefore customer review is needed to identify the institutions quality. So the service at SMKN 6 Malang is getting better. This study using the integration between Service Quality (SERVQUAL) and Quality Function Deployment (QFD) methods. The function of the integration was to made a clear plan before do the improvements. The integration has done by exploiting the perception and expectation of the customers. So the gap can be used in room I House of Quality, and the results of the measurements of servqual used in the room II House of Quality. The greater value of raw weight, then interest level priorities become greatest too. It considers that the best of solutions were based on customers needs further the improvement in order to make customers be satisfied. Based on the results of the research at SMKN 6 Malang the attribute which has the highest interest rate is the comfort of the seat/bench in class. While the attribute with the second highest interest rate is the responsiveness of management when receiving complaints from the students. The third is about the cleanliness of the toilets. Based on the contribution value, the recommendation which has the highest priority to be aplied is the largest in contribution value, which is the provision of regular training to employees and teachers. While, the second largest is the application of good work culture. The third largest is the consistency in the implementation of Standart Operational Procedure (SOP).

Item Type:	Thesis (Sarjana)
Identification Number:	SKR/FT/2014/587/051405529
Uncontrolled Keywords:	quality function deployment, service quality, dan quality improvement
Subjects:	600 Technology (Applied sciences) > 670 Manufacturing
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	Hasbi
Date Deposited:	19 Sep 2014 08:23
Last Modified:	09 Dec 2021 03:04
URI:	http://repository.ub.ac.id/id/eprint/142905

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