RANCANGAN KUALITAS PELAYANAN UNIT PUSAT PELAYANAN TEKNOLOGI/ BPPT ENJINIRING DENGAN INTEGRASI SERVQUAL, IPA DAN KANO MODEL DALAM QFD

MUKTIYONO, MUKTIYONO (2015) RANCANGAN KUALITAS PELAYANAN UNIT PUSAT PELAYANAN TEKNOLOGI/ BPPT ENJINIRING DENGAN INTEGRASI SERVQUAL, IPA DAN KANO MODEL DALAM QFD. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

BPPT as a Non-Government Organization (LPNK) that one work unit below it is the Technology Service Center / BPPT Enjiniring as a Public Service Agency (BLU) at the Agency for the Assessment and Application of Technology (BPPT) is a form of willingness to perform services or dissemination of technology institutional engineering capabilities in delivering goods and services. This study aims to determine the attributes of what services are needed Customers and performance attributes of service quality, to analyze the differences between the perceptions and expectations of the customers on the quality of existing services (the level of customer satisfaction), and determine the form of planning in improving the quality of service with HoQ (SERVQUAL) and HoQ Kano. This study uses four methods: Servqual, IPA, Kano Model and QFD. After calculation of the obtained data shows that the gap the average score obtained from the 35 service attributes is -0.06. There are 5 main technical response that needs to be done by BPPT Enjiniring management in an effort to improve the quality of service is: the work of partner received correctly, proper and lawful, Services straightforward, easy to understand and easy to implement, Implementation of the work can be completed on time have been determined, the Environment must orderly, organized, provided a comfortable waiting room, clean and tidy, and the development of consumer claims handling section Keyword: Servqual, IPA, Kano Model, QFD, House of Quality, BPPT Enjiniring

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