ANALISIS KUALITAS LAYANAN PENDIDIKAN DI SMA YADIKA 3 CILEDUG MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN QUALITY FUNCTION DEPLOYMENT (QFD)

ERICKSON, JERRY (2020) ANALISIS KUALITAS LAYANAN PENDIDIKAN DI SMA YADIKA 3 CILEDUG MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN QUALITY FUNCTION DEPLOYMENT (QFD). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

A private secondary school educational institution called SMA YADIKA 3 CILEDUG has good facilities and services, but in the last three years, SMA YADIKA 3 CILEDUG has reduced the number of new students. Therefore, it is necessary to make a consistent search for the continuous improvement of the quality of educational services to achieve customer needs and satisfaction. This study uses methods such as Quality Service (SERVQUAL) and Quality Function Deployment (QFD). With the servqual method as follows, sorted by dimension having the largest average gap value from the smallest, i.e. real dimension with an average gap value of -0.96, empathy with a value of -0.59, certainty and responsive having the same gap value is - 0.50, and the reliability dimension has a gap value of -0.21. Using the Quality Function Deployment method based on the Technical Response Matrix in the House of Quality is as follows, namely the cleanliness of classrooms, laboratories and workshops maintained. Maintenance of school facilities; Equipment that supports lessons; Complete book collection; Availability of prayer houses, toilets, cafeterias and clean workplaces; Availability of administrative staff services by setting up call centers; Equip administrative staff with good communication and service skills; and There are services to present aspirations for students and parents of students. Keywords: Customer Satisfaction, Service Quality (Servqual), Gap, QFD Suatu instansi pendidikan sekolah menengah atas swasta bernama SMA YADIKA 3 CILEDUG memiliki fasilitas dan pelayanan yang baik, namun dalam kurun waktu tiga tahun terakhir SMA YADIKA 3 CILEDUG mengalami penurunan jumlah penerimaan siswa baru. Maka diperlukan adanya pencarian secara konsisten terhadap perbaikan yang berkelanjutan (Continuous Improvement) terhadap kualitas layanan pendidikan untuk mencapai kebutuhan dan kepuasan pelanggan. Penelitian ini menggunakan metode seperti Service Quality (SERVQUAL) dan Quality Function Deployment (QFD). Dengan metode servqual adalah sebagai berikut, diurutkan berdasarkan dimensi yang memiliki nilai gap rata-rata dari terkecil yang terbesar, yaitu dimensi tangible dengan nilai rata-rata gap sebesar -0,96, empathy dengan nilai -0,59, assurance dan responsiveness memiliki nilai gap yang sama yaitu sebesar -0,50, serta dimensi reliability memiliki nilai gap -0,21. Menggunakan Metode Quality Function Deployment berdasarkan Matriks Respon Teknis pada House of Quality adalah sebagai berikut, yaitu Kebersihan ruang kelas, laboratorium dan lokakarya terjaga Perawatan fasilitas sekolah; Kelengkapan perlengkapan yang menunjang pelajaran; Kelengkapan koleksi buku; Ketersedian rumah doa, kamar kecil, cafeteria dan tempat kerja yang bersih; Ketersediaan layanan staf administrasi dengan membuat call center; Membekali staf administrasi dengan keahlian komunikasi yang baik dan pelayanan yang baik; dan Terdaapat layanan pengajuan aspirasi untuk para sisw dan orang tua siswa. Kata Kunci : Kepuasan Pelanggan, Service Quality (Servqual), Gap, QFD

Item Type: Thesis (S1)
Call Number CD: FT/IND. 20 127
Call Number: ST/16/21/084
NIM/NIDN Creators: 41616010043
Uncontrolled Keywords: Kepuasan Pelanggan, Service Quality (Servqual), Gap, QFD
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 370 Education/Pendidikan
300 Social Science/Ilmu-ilmu Sosial > 370 Education/Pendidikan > 371 Educational Institutions, Schools and Their Activities/Institusi Pendidikan, Sekolah dan Aktifitasnya
300 Social Science/Ilmu-ilmu Sosial > 370 Education/Pendidikan > 371 Educational Institutions, Schools and Their Activities/Institusi Pendidikan, Sekolah dan Aktifitasnya > 371.2 School Administration/Administrasi Sekolah, Administrasi Pendidikan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Putra Arsy Anugrah
Date Deposited: 12 Jan 2023 02:06
Last Modified: 09 Mar 2023 05:38
URI: http://repository.mercubuana.ac.id/id/eprint/53442

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