SARI, IVO INDAH (2016) PERBAIKAN KUALITAS JASA PELAYANAN PELATIHAN BERBASIS KOMPETENSI BBLKI SERANG MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Customer satisfaction is at the core to be achieved from any good service from the service sector and manufacturing. With the customer complaints, then BBLKI Serang who perform services in the field of training services seek to minimize by fulfilling the wishes and expectations of customers. One of the efforts to improve the quality of services particularly competency-based training that is done is to identify the complaints contained in the 35 attributes of a questionnaire distributed to trainees into Servqual dimension. The findings of the study states that there are five dimensions servqual not satisfactory participant competency-based training where all attributes have a negative gap score. To determine the priority scale repairs, used approaches Importance Performance Analysis (IPA) in order to obtain 12 attributes that is a top priority for repair. The next step is to find a repair solution by using Quality Function Deployment (QFD). QFD is a method used to determine the attributes of the customer's desire to be connected with the characteristics of quality of service that would be obtained correlation between needs and wants and how to fulfill it. Based on House of Quality is known that 12 customer requirements and 12 technical descriptor which eventually acquired the ranking and priorities. Keywords: Servqual, Importance Performance Analysis, House of Quality, Custtomer Satisfaction, Quality Function Deployment Kepuasan pelanggan merupakan inti yang ingin dicapai dari setiap pelayanan baik dari sektor jasa maupun manufaktur. Dengan adanya keluhan pelanggan, maka BBLKI Serang yang melakukan pelayanan dibidang jasa pelatihan berusaha untuk meminimalisir dengan cara memenuhi keinginan dan harapan pelanggan. Salah satu upaya perbaikan kualitas jasa pelayanan khususnya pelatihan berbasis kompetensi yang dilakukan yaitu dengan mengidentifikasi keluhan–keluhan tersebut yang tertuang dalam 35 atribut kuesioner yang dibagikan kepada peserta pelatihan kedalam dimensi Servqual. Temuan penelitian menyatakan kelima dimensi servqual yang ada belum memuaskan peserta pelatihan berbasis kompetensi dimana semua atribut memiliki gap score negatif.Untuk menentukan skala prioritas perbaikan, digunakan pendekatan Importance Performance Analysis (IPA) sehingga diperoleh 12 atribut yang merupakan prioritas utama untuk diperbaiki. Langkah selanjutnya adalah mencari solusi perbaikan dengan menggunakan metode Quality Function Deployment (QFD). QFD merupakan suatu metode yang digunakan untuk mengetahui atribut dari keinginan pelanggan yang akan dihubungkan dengan karakteristik kualitas pelayanan sehingga akan diperoleh korelasi antar kebutuhan dan keinginan serta bagaimana cara memenuhinya. Berdasarkan House of Quality diketahui bahwa 12 customer requirement dan 12 technical descriptor yang akhirnya diperoleh ranking dan prioritasnya. Kata Kunci: Servqual, Importance Performance Analysis, House of Quality, Kepuasan Pelanggan, Quality Function Deployment
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-553-15-006 |
| NIM/NIDN Creators: | 55313120054 |
| Uncontrolled Keywords: | Servqual, Importance Performance Analysis, House of Quality, Kepuasan Pelanggan, Quality Function Deployment, Servqual, Importance Performance Analysis, House of Quality, Custtomer Satisfaction, Quality Function Deployment. MTI |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | ORYZA LUVITA |
| Date Deposited: | 31 Mar 2022 06:13 |
| Last Modified: | 27 Jun 2022 02:34 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59180 |
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