RAHMAWATI, DWI (2018) USULAN PERBAIKAN KUALITAS PELAYANAN DI UNIT PELAKSANA PTSP KOTA ADMINISTRASI JAKARTA BARAT MENGGUNAKAN METODE FUZZY-SERVQUAL DAN FUZZY-QFD. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
ABSTRACT Service performance at one door integrated service unit (UP PTSP) of West Jakarta Administration City is accordance with its mission is one hundred percent of people's satisfaction can not be achieved fully because there are still complaints about the performance of the community and the report of the Ombudsman of the Republic of Indonesia for the assessment of compliance with the standards public service in 2016 indicates that UP PTSP West Jakarta Administration City is still under the rank of other service units of City Administration. The purpose of this study is to determine the attributes of service quality that have not been able to meet the satisfaction of the community and provide recommendations of priority actions to improve service quality. Efforts to improve service quality can be identified through Fuzzy-ServQual and Fuzzy- Quality Function Deployment (QFD) methods. Five dimensions on ServQual are used to know Customer Requirement as input data information in QFD. House of Quality up to phase 2 is established to find out the priority actions of service quality improvement. Fuzzy is used to overcome ambiguities associated with human subjective judgments of linguistic variables. The results of research prioritize the implementation of the Standard Operating Procedure evaluation that has been established, providing technical training in the field of licensing and excellent service to the officers and the need for internal supervision by the leadership. For further research it is hoped that benchmarking of other municipal public service agencies will be possible. Keywords : Fuzzy, ServQual, Quality Function Deployment (QFD), service quality, House of Quality, public service ABSTRAK Kinerja pelayanan di Unit Pelaksana Pelayanan Terpadu Satu Pintu (UP PTSP) Kota Administrasi Jakarta Barat sesuai dengan misinya yaitu seratus persen kepuasan masyarakat belum dapat tercapai sepenuhnya karena masih adanya komplain masyarakat terhadap kinerja yang telah diberikan dan hasil laporan Ombudsman Republik Indonesia untuk penilaian kepatuhan terhadap standar pelayanan publik tahun 2016 menunjukkan bahwa UP PTSP Kota Administrasi Jakarta Barat masih di bawah peringkat unit pelayanan Kota Administrasi lainnya. Tujuan penelitian ini adalah untuk menentukan atribut kualitas pelayanan yang belum dapat memenuhi kepuasan masyarakat serta memberikan rekomendasi tindakan prioritas perbaikan kualitas pelayanan. Upaya memperbaiki kualitas pelayanan dapat diidentifikasi melalui metode Fuzzy-ServQual dan Fuzzy - Quality Function Deployment (QFD). Lima dimensi pada ServQual digunakan untuk mengetahui Customer Requirement sebagai input data informasi dalam QFD. House of Quality sampai dengan phase 2 dibentuk untuk mengetahui tindakan-tindakan yang menjadi prioritas perbaikan kualitas pelayanan. Fuzzy digunakan untuk mengatasi ambiguitas yang terkait dengan penilaian subjektif manusia dari variabel linguistik. Hasil penelitian memprioritaskan pelaksanaan evaluasi Standar Operasional Prosedur yang telah ditetapkan, memberikan training teknis bidang perizinan dan pelayanan prima pada petugas serta perlu adanya pengawasan internal oleh pimpinan. Untuk penelitian selanjutnya diharapkan dapat dilakukan benchmarking terhadap instansi pelayanan publik pemerintah daerah lainnya. Kata Kunci : Fuzzy, ServQual, Quality Function Deployment (QFD), kualitas pelayanan, House of Quality, pelayanan publik
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