SUDARMINTO, SUDARMINTO (2015) PERBAIKAN KUALITAS JASA LAYANAN PENDIDIKAN BERDASARKAN KEPUASAN PELANGGAN DENGAN MENGGUNAKAN MODEL KANO DAN IPA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
The success of any educational institution is able to provide better quality services for users. The purpose of this study was to determine the perceptions and expectations of customer satisfaction with education services to the method of science, know the category variable satisfaction with the education services Kano method and recommend improvements in the quality of education services SMA Muhammadiyah 18 Jakarta. The method was developed to measure the quality of service is SERVQUAL method, to determine the research variables are adjusted by the National Education Standards and grains in a statement issued by the school kareditasi School Accreditation Board and academic regulations and code of ethics at SMA Muhammadiyah 18 Jakarta. The main results of this study are the services provided by SMA Muhammadiyah 18 Jakarta not satisfactory learners, other than that based on the mapping of variables in Cartesian diagram, derived variables that must be corrected immediately which is located in quadrant A (Priority), including proficiency TU / Employees in help the problems of students, availability of courts and sports equipment, a complete library and comfortable, the existing facilities meet (mosque, toilets, canteen, parking, wifi), classroom equipment (whiteboard, table, chairs and infokus). While the mapping canoe category, the category one-dimensional that is tangible and empathy dimensions and must be categorized, namely reliability, responsiveness and assurance. Keywords: Quality of service, level of reality, the level of expectation, servqual method, Importance Performance Analysis, kano. Kesuksesan setiap institusi pendidikan adalah mampu memberikan kualitas yang lebih baik bagi pengguna jasanya. Tujuan penelitian ini adalah untuk mengetahui persepsi dan harapan kepuasan pelanggan terhadap jasa layanan pendidikan dengan metode IPA, mengetahui kategori kepuasan variabel jasa layanan pendidikan dengan metode Kano serta merekomendasikan perbaikan kualitas jasa layanan pendidikan di SMA Muhammadiyah 18 Jakarta. Metode yang dikembangkan untuk mengukur kualitas layanan adalah metode SERVQUAL, untuk menentukan variabel penelitian yang disesuaikan dengan Standar Nasional Pendidikan dan butir-butir pernyataan dalam kareditasi sekolah yang diterbitkan oleh Badan Akreditasi Sekolah serta peraturan akademik dan kode etik yang berlaku di SMA Muhammadiyah 18 Jakarta. Hasil utama penelitian ini adalah pelayanan yang diberikan oleh SMA Muhammadiyah 18 Jakarta belum memuaskan peserta didik, selain itu berdasarkan pemetaan variabel pada diagram kartesius, diperoleh variabel yang harus segera diperbaiki yaitu yang berada pada kuadran A (Prioritas Utama), diantaranya kecakapan TU/Karyawan dalam membantu permasalahan peserta didik, Tersedianya lapangan dan peralatan olahraga, perpustakaan yang lengkap dan nyaman, Fasilitas yang ada memenuhi (mesjid, toilet, kantin, parkir, wifi), perlengkapan kelas (whiteboard, meja, kursi dan infokus). Sedangkan dari pemetaan kategori kano, yang berkategori one dimensional yaitu dimensi tangible dan empathy serta yang berkategori must be yaitu reliability, responsiveness dan assurance. Keyword : Kualitas layanan, tingkat kenyataan, tingkat harapan, metode servqual,
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-553-15-034 |
| NIM/NIDN Creators: | 55312120060 |
| Uncontrolled Keywords: | Kualitas layanan, tingkat kenyataan, tingkat harapan, metode servqual, Quality of service, level of reality, the level of expectation, servqual method, Importance Performance Analysis, kano. MTI |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | ORYZA LUVITA |
| Date Deposited: | 30 Mar 2022 07:43 |
| Last Modified: | 27 Jun 2022 04:30 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59130 |
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