HERWANTA, WAWAN (2022) PENINGKATAN KUALITAS PELAYANAN LABORATORIUM UJI KESELAMATAN DAN KESEHATAN KERJA DI INDONESIA DENGAN METODE SERVICE QUALITY DAN QUALITY FUNGTION DEPLOYMENT. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Penelitian ini adalah untuk menilai kualitas pelayanan uji laboratorium K3, menentukan item-item yang perlu ditingkatkan, dan menyempurnakan desain pelayanan laboratorium. Metode ServQual dan QFD digunakan dalam penelitian ini, yang didasarkan pada 5 dimensi dan 19 variabel. Hasil jajak pendapat dari 75 responden pelayanan uji laboratorium digunakan dalam penelitian ini. Uji validitas dan reliabilitas yang dilakukan pada temuan kuesioner digunakan untuk menilai reliabilitas item serta kepraktisan kuesioner. Jawaban kuesioner kemudian digunakan untuk mengetahui hubungan antar variabel dengan menggunakan uji korelasi dan hipotesis. Kepuasan pelanggan dipengaruhi oleh tujuh faktor, menurut penelitian tersebut. Namun, hasilnya jauh dari harapan. Akibatnya, itu perlu menjadi titik fokus perbaikan. Untuk meningkatkan mutu pelayanan uji laboratorium K3 diperlukan penyempurnaan desain 8 atribut berupa House of Quality dengan 7 elemen teknologi. Akibatnya, taktik manajemen yang kompeten dapat digunakan untuk memerangi persaingan ketat industri jasa. The purpose of this study was to assess the quality of OHS laboratory test sevice, determine which items needed improvement, and improve the design of laboratory service. The ServQual and QFD method are used in this study, which is based on 5 dimensions and 19 variables. The results of a poll of 75 respondent of laboratory test service were used in this study. The validity and reliability tests performed on the questionnaire findings were used to assess the item's reliability as well as the questionnaire's practicality. The answers of the questionnaire were then utilized to determine the association between variables using corellation and hypothesis tests. Customer satisfaction is influenced by seven factors, according to the study. The results, however, fall far short of expectations. As a result, it necessitates being the focal point of improvement. To increase the quality of OHS laboratory test service, improvements in design of 8 attributes in the form of a House of Quality with 7 technological elements are required. As a result, competent management tactics can be used to combat the service industry's fierce competition.
| Item Type: | Thesis (S2) |
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| NIM/NIDN Creators: | 55318110026 |
| Uncontrolled Keywords: | ServQual, QFD, Laboratorium pengujian K3, Kepuasan Pelanggan; ServQual, QFD, OHS laboratory test service, Customer Satisfaction |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | Priyo Raharjo |
| Date Deposited: | 30 Mar 2022 03:32 |
| Last Modified: | 30 Mar 2022 03:32 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59065 |
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