STUDI PENINGKATAN KUALITAS PELAYANAN PENDIDIKAN DENGAN MENGGUNAKAN METODE SERVQUAL DAN SIX SIGMA (studi kasus di fakultas teknik UPN " Veteran " jakarta)

Nurfajriah, Nurfajriah (2015) STUDI PENINGKATAN KUALITAS PELAYANAN PENDIDIKAN DENGAN MENGGUNAKAN METODE SERVQUAL DAN SIX SIGMA (studi kasus di fakultas teknik UPN " Veteran " jakarta). S2 thesis, Universitas Mercu Buana.

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Abstract

The aim of this research is to investigate the service quality as a standardin determining improvement priority which will be done through Servqual and Six Sigma methodology. The data used in this research is a primary data which were obtained through questionaires. The amount of respondents of this research is 201 students of Faculty of Engineering which consists of Mechaninal Engineering, Industrial Engineering, and Shipping Engineering. This research concludes that the seventeen (17) of education service quality attributes which were obtained have negative Gap score which means that the service is not qualified and unsatisfied. Based on Important Performance Analysis (IPA) diperoleh result that ther are 6 (six) atributes which get improvement priority (quadran A). The six atributes that need to get improvement priority are the lecturers and staffs can he contacted easily , comments and suggestions are responded well, facility of classroom and laboratory, facility of learning resources (internet, library, laboratory), suplementary facilities (parking lot, canteen, photocopy center), worship facility, learning media facility (computer, viewer, laboratory equipments, etc). DPMO (Defect per Million Opportunities and Sigma Capability for all attributes has not reached six sigma. Tujuan yang ingin dicapai dalam penelitian ini adalah untuk mengetahui kualitas layanan sebagai acuan penentuan prioritas perbaikan yang akan dilakukan dengan metode Servqual dan Six Sigma. Data yang digunakan dalam penelitian ini adalah data primer dengan alat pengumpul data kuesioner. Responden penelitian sejumlah 201 mahasiswa Fakultas Teknik UPN “Veteran” Jakarta yang terdiri dari Program Studi Teknik Mesin, Teknik Industri dan Teknik Perkapalan. Penelitian ini menyimpulkan bahwa dari 17 atribut kualitas jasa pendidikan diperoleh bahwa semua atribut memiliki nilai Gap negative yang berarti bahwa pelayanan tidak berkualitas dan tidak memuaskan. Berdasarkan analisis Importance Performance Analysis (IPA) diperoleh hasil bahwa terdapat 6 (enam) atribut yang mendapat prioritas perbaikan (kuadran A). enam atribut yang perlu mendapat prioritas perbaikan yaitu kemudahan dosen dan staf untuk dihubungi, keluhan dan saran ditanggapi dengan baik, fasilitas ruang kelas dan ruang praktikum (lab), fasilitas sumber belajar (internet, perpustakaan, laboratorium), fasilitas pendukung (parkir, kantin, fotocopy, fasilitas ibadah, dll), fasilitas sarana belajar (komputer, viewer, peralatan lab, dll). DPMO (Defect per Million Opportunities) dan kapabilitas sigma untuk semua atribut masih belum mencapai 6 (enam) sigma. Kata kunci : Service Quality, Servqual, dan Six Sigma.

Item Type:	Thesis (S2)
Call Number CD:	CDT-553-15-032
NIM/NIDN Creators:	55312320032
Uncontrolled Keywords:	Service Quality,Servqual, dan six sigma Service Quality,Servqual, dan six sigma. MTI
Subjects:	600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
Divisions:	Pascasarjana > Magister Teknik Industri
Depositing User:	Admin Perpus UMB
Date Deposited:	28 May 2015 14:08
Last Modified:	27 Jun 2022 04:19
URI:	http://repository.mercubuana.ac.id/id/eprint/7193

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