UPAYA PENINGKATAN KUALITAS LAYANAN PENDIDIKAN CENTER FOR COMPUTING AND INFORMATION TECHNOLOGY FAKULTAS TEKNIK UNIVERSITAS INDONESIA MENGGUNAKAN QUALITY FUNCTION DEPLOYMENT

YULIANTI, EMMA (2010) UPAYA PENINGKATAN KUALITAS LAYANAN PENDIDIKAN CENTER FOR COMPUTING AND INFORMATION TECHNOLOGY FAKULTAS TEKNIK UNIVERSITAS INDONESIA MENGGUNAKAN QUALITY FUNCTION DEPLOYMENT. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

The development and improvement of services of institutions increasingly become the public attention that can be seen from the intense competition, the quality of services provided. Just as with the Center for Computing and Information Technology Faculty of Engineering, University of Indonesia (CCIT FT UI) which acts in the service of academic activities to students. Over the last seven years, there were some complaints regarding academic services for students such as service time for a relatively long academic, academic procedures that are difficult and delays in the delivery of the latest information, so we need the level of user satisfaction measurement services to the services provided. Measurements were done using the Kano model and servqual to get a picture of the quality of academic services and known sources of academic service quality issues which can further be a reference to improve the quality of academic services. Results from this study indicated a positive gap score as many as nine attributes that indicate there are nine attributes that have the service performance which exceeds the expectations of service users. HoQ level 1 obtained 25 engineering parameters and 31 service attributes desired by consumers and from the second level HoQ obtained 31 attributes and 34 technical parameters need process, which describes the processes to be done to meet the needs of service user satisfaction. Based on above, the development of educational services CCIT FT UI needs to be done considering the assessment of service performance was still far away with the set target management.Perkembangan dan peningkatan jasa pelayanan lembaga pendidikan semakin menjadi perhatian masyarakat yang dapat dilihat dari ketatnya persaingan kualitas pelayanan yang diberikan. Sama halnya dengan Center For Computing And Information Technology Fakultas Teknik Universitas Indonesia (CCIT FT UI) yang berperan dalam pelayanan kegiatan akademik kepada mahasiswanya. Selama tujuh tahun terakhir, ada beberapa keluhan mengenai pelayanan akademik bagi mahasiswa seperti waktu pelayanan akademik yang relatif lama, prosedur akademik yang sulit serta terlambatnya penyampaian informasi terbaru, sehingga perlu dilakukan pengukuran tingkat kepuasan pengguna jasa terhadap pelayanan yang diberikan. Pengukuran dilakukan menggunakan model Kano dan servqual agar didapatkan gambaran tingkat kualitas pelayanan akademik dan diketahui sumber masalah kualitas pelayanan akademik yang selanjutnya dapat menjadi acuan untuk meningkatkan kualitas pelayanan akademik. Hasil dari penelitian didapatkan gap score positif sebanyak 9 atribut yang menunjukkan terdapat 9 atribut yang memiliki kinerja layanan yang melebihi nilai harapan dari pengguna jasa. HOQ level 1 didapatkan 25 atribut jasa dan 31 parameter teknik yang diinginkan oleh konsumen dan dari HOQ level 2 didapatkan 31 atribut parameter teknik dan 34 kebutuhan proses, yang mendeskripsikan mengenai proses yang harus dilakukan dalam memenuhi kebutuhan kepuasan pengguna jasa. Berdasarkan hal diatas, pengembangan pelayanan pendidikan CCIT FT UI perlu dilakukan mengingat penilaian kinerja pelayanan ternyata masih jauh dengan target yang telah ditetapkan pihak manajemen.

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