Muktiyono, Muktiyono (2015) Rancangan Kualitas Pelayanan Unit Pusat Pelayanan Teknologi/BPPT Enjing Dengan Integrasi Servqual, IPA Dan Kano Model Dalam QFD. S2 thesis, Universitas Mercu Buana.
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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 Key Word: Servqual, IPA, Kano Model, QFD, House of Quality, BPPT Enjiniring BPPT sebagai salah satu Lembaga Pemerintah Non Kementerian (LPNK) yang salah satu satuan kerja dibawahnya adalah Pusat Pelayanan Teknologi/BPPT Enjiniring sebagai Badan Layanan Umum (BLU) di Badan Pengkajian dan Penerapan Teknologi (BPPT) merupakan bentuk kemauan untuk melakukan pelayanan jasa teknologi maupun sosialisasi kemampuan kelembagaan perekayasaan dalam memberikan produk barang dan jasa. Penelitian ini bertujuan untuk mengetahui atribut-atribut pelayanan apa saja yang dibutuhkan Pelanggan dan performa kualitas atribut-atribut pelayanan, menganalisa perbedaan antara persepsi dan harapan pelanggan terhadap kualitas layanan yang ada (tingkat kepuasan Pelanggan), dan menentukan bentuk perencanaan dalam usaha peningkatan kualitas layanan dengan HoQ (Servqual) dan HoQ Kano. Penelitian ini menggunakan 4 metode yaitu Servqual, IPA, Kano Model dan QFD. Setelah dilakukan perhitungan maka diperoleh data-data yang menunjukkan bahwa gap skor rata-rata yang diperoleh dari 35 atribut pelayanan adalah -0,06. Terdapat 5 respon teknikal utama yang perlu dilakukan oleh manajemen BPPT Enjiniring dalam upaya meningkatkan kualitas pelayanan adalah: hasil pekerjaan diterima mitra dengan benar, tepat dan sah, Pelayanan tidak berbelit-belit, mudah dipahami dan mudah dilaksanakan, Pelaksanaan pekerjaan dapat diselesaikan tepat pada waktu yang telah ditentukan, Lingkungan harus tertib, teratur, disediakan ruang tunggu yang nyaman, bersih dan rapi, dan Pengembangan bagian penanganan klaim konsumen. Kata Kunci: Servqual, IPA, Kano Model, QFD, Rumah Kualitas, BPPT Enjiniring
| Item Type: | Thesis (S2) |
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| Call Number: | TI/53/15/013 |
| NIM/NIDN Creators: | 55312320006 |
| Uncontrolled Keywords: | servqual, IPA< kano model, QFD, house of quality, BPPT enjiniring servqual, IPA, kano model, QFD, ru |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 28 May 2015 09:37 |
| Last Modified: | 31 Mar 2022 02:45 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/7184 |
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