Wibisono, Nurilla Gunawan (2013) Ingrasi Servqual dan Kano Model Ke Dalam QFD Sebagai Peningkatan Kualitas Pelayanan Di Pusat Akreditasi Lembaga Sertifikasi Komite Akreditasi Nasional. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Komite Akreditasi Nasional (KAN) is a non-departmental government institution in charge of conformity assessment. Accreditation is the main service provided by the KAN, the research was conducted to provide the proposed improvement service quality for accreditation. This research used methods of Quality Function Deployment (QFD) to integrate the KANO model and SERVQUAL, resulting 38 attributes accreditation services rated as perception and expectation of customers. By Kano model obtained 5 attributes attractive, 30 attributes one demensional and 3 attributes must be. Using house of quality level 1 obtained 12 technical respone as technical recommendatation, with priority provosion training asessor for understanding the standard, personel monitoring, development information systems, customers survey, Disseminating information about the accreditation process. Key Words : Servqual, Quality Function Deployment, Benchmarking, Kano model, KAN Komite Akreditasi Nasional (KAN) adalah lembaga pemerintah non departemen yang bertugas dibidang penilaian kesesuaian (conformity assessment). Jasa akreditasi merupakan layanan utama yang diberikan oleh KAN, penelitian ini dilakukan sebagai upaya untuk memberikan usulan perbaikan kualitas pelayanan akreditasi. Dalam penelitian ini digunakan metode Quality Function Deployment (QFD) dengan mengintegrasikan KANO model dan SERVQUAL, dihasilkan 38 atribut pelayanan akreditasi yang dinilai sebagai kebutuhan dan keinginan pelanggan. Dengan menggunakan Kano Model diperoleh 5 atribut kategori attractive, 30 atribut kategori one-dimensional, dan 3 atribut kategori Must-be. Dari house of quality level 1 diperoleh 12 respon teknikal sebagai rekomendasi perbaikan, dengan prioritas perbaikan yang dilakukan adalah Penyelenggaraan pelatihan asesor terhadap pemahaman standar, Monitoring personel KAN dalam pelaksanaan tugas, Pengembangan sistem informasi, Survai Kepuasan Pelanggan, Sosialisasi informasi tentang proses akreditasi. Kata kunci : Servqual, Quality Function Deployment, Kano Model, Benchmarking, KAN
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-553-13-024 |
| NIM/NIDN Creators: | 55310120016 |
| Uncontrolled Keywords: | Servqual, Quality Function Deployment, Kano Model, Bencmarking, KAN. MTI, MAGISTER TEKNIK INDUSTRI |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 11 Feb 2015 15:30 |
| Last Modified: | 22 Jul 2022 02:29 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/15241 |
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