SOFYAN, HADY (2017) PENINGKATAN KUALITAS PELAYANAN PENDIDIKAN TINGGI FARMASI DI INDONESIA MENGGUNAKAN INTEGRASI METODE SERVQUAL DAN DMAIC. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to determine the quality of academic services provided by the College of Pharmacy whether it has been in accordance with student expectations or not as a recommendation of prioritization of improvements that will be done with the method of integration Servqual and DMAIC. The data used in this study is the primary data with questionnaires as a means of data collection. Research respondents are 220 students of Pharmacy Study Program in one of Pharmacy High School in Indonesia. The results concluded that from 30 attributes of the quality of educational services obtained that all attributes have a Gap Negative value which means that the service is not qualified and does not satisfy consumers. Based on the analysis of Importance Performance Analysis (IPA), it is found that there are three attributes that get priority for improvement of this result is in quadrant A, three attributes that need to get priority improvement that is openness of lecturer in task assessment, quiz, and exam. Complaints and suggestions are responded well , and Lecturers are willing to assist students who have difficulty in the academic field/course. DPMO (Defect per Million Opportunities) and sigma capabilities for all attributes still have not reached 6 (six) sigma. Keywords: Servqual, Pharmacy High School, DMAIC, Six Sigma Penelitian ini bertujuan untuk mengetahui kualitas pelayanan akademik yang diberikan oleh Sekolah Tinggi Farmasi apakah telah sesuai dengan harapan mahasiswa atau tidak sebagai rekomendasi acuan penentuan prioritas perbaikan yang akan dilakukan dengan metode intergrasi Servqual dan DMAIC. Data yang digunakan dalam penelitian ini adalah data primer dengan kuesioner sebagai alat pengumpul data. Responden penelitian sejumlah 220 mahasiswa Program Studi Farmasi di salah satu Sekolah Tinggi Farmasi di Indonesia. Hasil penelitian menyimpulkan bahwa dari 30 atribut kualitas jasa pendidikan diperoleh bahwa semua atribut memiliki nilai gap negatif yang berarti bahwa pelayanan tidak berkualitas dan tidak memuaskan konsumen. Berdasarkan analisis Importance Performance Analysis (IPA) diperoleh hasil bahwa terdapat tiga atribut yang mendapat prioritas perbaikan hasil ini terdapat pada kuadran A, tiga atribut yang perlu mendapat prioritas perbaiakan yaitu keterbukaan dosen dalam penilaian tugas, kuis, dan ujian, keluhan dan saran ditanggapi dengan baik dengan, dan dosen bersedia membantu mahasiswa yang mengalami kesulitan bidang akademik/mata kuliah. DPMO (Defect per Million Opportunities) dan kapabilitas sigma untuk semua atribut masih belum mencapai 6 (enam) sigma. Kata kunci: Servqual, Sekolah Tinggi Farmasi, DMAIC, Six Sigma.
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