ANALISIS KUALITAS PELAYANAN DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS DAN HOUSE OF QUALITY DI SMK PLUS LABORATORIUM INDONESIA, KARAWANG

Herwanto, Dene (2013) ANALISIS KUALITAS PELAYANAN DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS DAN HOUSE OF QUALITY DI SMK PLUS LABORATORIUM INDONESIA, KARAWANG. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

Preview	Text (Cover) Cover.pdf Download (294kB) | Preview
Preview	Text (Abstrak) Abstrak.pdf Download (124kB) | Preview
	Text (Bab 1) Bab 1 - Tesis Dene.pdf Restricted to Registered users only Download (920kB)
	Text (Bab 2) Bab 2 - Tesis Dene.pdf Restricted to Registered users only Download (1MB)
	Text (Bab 3) Bab 3 - Tesis Dene.pdf Restricted to Registered users only Download (1MB)
	Text (Bab 4) Bab 4 - Tesis Dene.pdf Restricted to Registered users only Download (6MB)
	Text (Bab 5) Bab 5 - Tesis Dene.pdf Restricted to Registered users only Download (1MB)
	Text (Bab 6) Bab 6 - Tesis Dene.pdf Restricted to Registered users only Download (516kB)
	Text (Daftar Pustaka) Daftar Pustaka Jadi.pdf Restricted to Registered users only Download (1MB)

Abstract

Dalam rangka menghadapi persaingan yang kian ketat, SMK Plus Laboratorium Indonesia Karawang bertekad untuk meningkatkan kepuasan pelanggannya. Akan tetapi, data menunjukkan jumlah siswa yang keluar cukup besar dengan rata-rata 9% per tahun, yang menjadi salah satu pertanda adanya ketidakpuasan siswa atas pelayanan yang diberikan oleh SMK Plus Laboratorium Indonesia. Penelitian ini bertujuan untuk mengetahui apakah layanan yang diberikan oleh SMK Plus Laboratorium Indonesia sudah sesuai dengan harapan pelanggannya, serta untuk mendapatkan rekomendasi perbaikan kualitas layanan tersebut. Hasil pengolahan dan analisis data dengan metode IPA (Importance Performance Analysis) menunjukkan bahwa kualitas layanan yang diberikan SMK Plus Laboratorium Indonesia selama ini belum memenuhi harapan pelanggannya. Selanjutnya, dengan menggunakan metode HOQ (House of Quality), diperoleh 6 (enam) rekomendasi utama yang harus segera dilakukan untuk memperbaiki kualitas layanan tersebut, yaitu: (1) penyebaran kuesioner penilaian kinerja guru tiap akhir semester, (2) menyelenggarakan workshop/IHT guru minimal setahun sekali, (3) studi banding ke sekolah yang dipandang lebih baik 6 bulan sekali, (4) melibatkan semua guru dalam pengembangan KTSP, silabus, dan RPP, (5) mengikutsertakan staff TU dalam pelatihan ketatausahaan setahun sekali, (6) menyelenggarakan pelatihan pelayanan prima setahun sekali. Kata Kunci: Jasa, jasa pendidikan, kualitas layanan, importance performance analysis, house of quality To face fiercer competition, SMK Plus Laboratorium Indonesia Karawang is determined to improve the satisfaction of their customers. Unfortunately, the data show the number of students who come out quite large with an average of 9% per year, which is one of indication the existence of student dissatisfaction with the services provided by SMK Plus Laboratorium Indonesia. This study aimed to determine whether the services provided by SMK Plus Laboratorium Indonesia are in accordance with the expectations of its customers, and to get advice on improving the quality of service. The results of the data processing and analysis with IPA (Importance Performance Analysis) method show that the quality of services provided SMK Plus Laboratorium Indonesia has not meet customer expectations. Furthermore, by using HOQ (House of Quality) method, it’s obtained 6 (six) key recommendations that should be done to improve the quality of the service, those are: (1) distributing questionnaires about teacher performance assessment of each end of the semester, (2) holding a workshop or inhouse training about teacher’s skill at least once a year, (3) study visits to the better schools at once in 6 months, (4) engaging all teachers in the development of KTSP, syllabi, and lesson plans, (5) delegating administration staff to participate in training about administrative once a year, (6) excellent service training once a year. Keywords: service, educational service, service quality, importance performance analysis, house of quality

Actions (login required)

View Item