USULAN PERBAIKAN KUALITAS PELAYANAN PENERBITAN SERTIFIKAT TANAH DENGAN PENDEKATAN QUALITY FUNCTION DEPLOYMENT

MARTIA, NUR (2021) USULAN PERBAIKAN KUALITAS PELAYANAN PENERBITAN SERTIFIKAT TANAH DENGAN PENDEKATAN QUALITY FUNCTION DEPLOYMENT. S2-Magister thesis, Universitas Mercu Buana Jakarta.

[img]
Preview
Other (HAL COVER)
1. COVER.PDF

Download (805kB) | Preview
[img] Other (BAB I)
2. BAB 1.PDF
Restricted to Registered users only

Download (280kB)
[img] Other (BAB II)
3. BAB 2.PDF
Restricted to Registered users only

Download (382kB)
[img] Other (BAB III)
4. BAB 3.PDF
Restricted to Registered users only

Download (507kB)
[img] Other (BAB IV)
5.BAB 4.PDF
Restricted to Registered users only

Download (827kB)
[img] Other (BAB V)
6.BAB 5.PDF
Restricted to Registered users only

Download (275kB)
[img] Other (BAB VI)
7. BAB 6.PDF
Restricted to Registered users only

Download (187kB)
[img] Other (DAFTAR PUSTAKA)
8. DAFTAR PUSTAKA.PDF
Restricted to Registered users only

Download (255kB)
[img] Text (LAMPIRAN)
9. Lampiran.pdf
Restricted to Registered users only

Download (601kB)

Abstract

The issue of land certificate services is very complicated, many service processes are a problem found in several land cases. In this study, the focus is on sporadic conversion land registration services because in this service model applicants register directly or with intermediaries who are authorized to the Land Office to take care of their land rights which are still in the form of Customary Property Rights or Building Use Rights to Ownership Rights. . Quality Funtion Deployment uses a very different approach because it adds value to the product by maximizing the positive quality of service being a priority of improvement, such as ease of use, pleasure, and luxury. Visible or invisible customer needs will be handled by Quality Funtion Deployment. Research analysis found 31 service quality attributes, consisting of 10 variables of simplicity, clarity, time certainty, accuracy, security, responsibility, completeness of infrastructure, ease of access, friendly discipline, comfort. There are still 23 House of Quality results that do not meet customer satisfaction that is prioritizing improvement. The order of priority for improvement is most important to the requirements of the grill, namely the responsibility of the officer in the work with a relative importance of 26,225 in stage 1 and making an assessment of the performance of the officer with a relative importance of 18,424, which is the highest value for QFD stage 2. Keywords: Quality Funtion Deployment, House of Quality, Improvement Permasalahan pelayanan sertifikat tanah sangat rumit, banyak proses pelayanan yang menjadi kendala ditemukan pada beberapa kasus pertanahan. Pada penelitian ini memfokuskan pada pelayanan pendaftaran sertifikat tanah secara konversi sporadik dikarenakan pada model pelayanan ini para pemohon mendaftarkan secara langsung maupun dengan perantara yang diberi kuasa ke Kantor Pertanahan untuk mengurus hak atas tanahnya yang masih berupa berkas Hak Milik Adat ataupun Hak Guna Bangunan menjadi Hak Milik. Quality Funtion Deployment menggunakan pendekatan yang sangat berbeda karena menambahkan nilai pada produk dengan memaksimalkan Kualitas positif pelayanan menjadi prioritas perbaikan , seperti kemudahan penggunaan, kesenangan, dan kemewahan. Kebutuhan pelanggan yang terlihat atau tidak terlihat akan ditangani oleh Quality Funtion Deployment. Analisa penelitian didapat 31 atribut kualitas pelayanan, yang terdiri dari 10 variabel kesederhanaan, kejelasan, kepastian waktu, akurasi,keamanan, tanggung jawab, kelengkapan sarana prasarana,kemudahan akses, disiplin ramah, kenyamanan. Hasil House of Quality didapat masih ada 23 yang belum memenuhi kepuasan pelanggan yg menjadi priorotas perbaikan. Urutan prioritas perbaikan paling utama terhadap persyaratan pelanggang yaitu Tanggung jawab petugas dalam pekerjaan dengan nilai kepentingan relatif 26.225 pada tahap 1 dan Membuat penilaian kinerja petugas dengan nilai kepentingan relatif 18.424 merupakan nilai paling tinggi untuk QFD tahap 2. Kata kunci :Quality Funtion Deployment, House of Quality, Perbaikan

Item Type: Thesis (S2-Magister)
Call Number: TI/53/21/003
NIM: 55315110039
Uncontrolled Keywords: Quality Funtion Deployment, House of Quality, Perbaikan
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 333 Economic of Land and Energy/Ekonomi Tanah dan Energi Ekonomis
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
Divisions: Pascasarjana > Magister Teknik Industri
Depositing User: Putra Arsy Anugrah
Date Deposited: 15 Jan 2021 03:08
Last Modified: 15 Jan 2021 03:08
URI: http://repository.mercubuana.ac.id/id/eprint/58930

Actions (login required)

View Item View Item