PERBAIKAN KUALITAS PELAYANAN DI INDUSTRI PENDIDIKAN SMK TEKNIK PEMESINAN DI KAB. BEKASI DENGAN METODE QFD (QUALITY FUNCTION DEPLOYMENT) MELALUI PENDEKATAN SERVQUAL

SARI, NURULITA AULIA (2023) PERBAIKAN KUALITAS PELAYANAN DI INDUSTRI PENDIDIKAN SMK TEKNIK PEMESINAN DI KAB. BEKASI DENGAN METODE QFD (QUALITY FUNCTION DEPLOYMENT) MELALUI PENDEKATAN SERVQUAL. S2 thesis, Universitas Mercu Buana - Menteng.

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Abstract

Kualitas pendidikan dan pengajaran yang baik sangat penting bagi lembaga pendidikan agar dapat memberikan pelayanan yang sesuai dengan harapan masyarakat. Tujuan penelitian ini adalah mengukur kualitas pendidikan siswa SMK Swasta di Kabupaten Bekasi menggunakan Servqual, mengidentifikasi dan menganalisis karakteristik kualitas pendidikan menggunakan metode IPA, dan Memberikan saran sebagai upaya perbaikan kualitas pendidikan SMK Swasta di Kabupaten Bekasi menggunakan HOQ pada metode QFD. Gap setiap item instrument persepsi dan harapan dari responden menunjukan angka negatif. Ini menandakan bahwa persepsi terhadap pelayanan pendidikan yang diterima belum sesuai dengan harapan. Gap terbesar menurut siswa dan orang tua/wali siswa adalah dimensi reliability, sedangkan gap terkecil menurut siswa adalah assurance dan menurut orang tua/wali adalah dimensi responsiveness. Berdasarkan analisis IPA terdapat 5 instrument gabungan pada masing-masing kuadran A terhadap siswa dan komite sekolah yang perlu diperbaiki dengan menjadikannya customer needs pada HOQ. Rekomendasi perbaikan kualitas pelayanan pendidikan SMK Swasta di Kabupaten Bekasi adalah: pelatihan kompetensi guru, pelatihan interpersonal tenaga kependidikan, supervisi secara periodik, perbaikan sistem rekrutmen, konseling secara periodik, memperlengkapi sumber daya untuk kegiatan ekstrakurikuler, kompensasi waktu pembayaran bagi siswa tidak mampu, dan beasiswa bagi siswa tidak mampu. Kata kunci: Kualitas, SMK Swasta, SERVQUAL, IPA, QFD The quality of education and good teaching is very important for educational institutions to be able to provide services that are in accordance with the expectations of the community. The purpose of this study was to measure the education quality of private vocational high school students in Bekasi Regency using Servqual, identify and analyze the characteristics of the quality of education using the IPA method, and provide suggestions as an effort to improve the quality of private vocational education in Bekasi Regency using HOQ on the QFD method. The gap of each instrument item of perception and expectation of the respondents shows a negative number. This indicates that the perception of educational services received has not been in line with expectations. The biggest gap according to students and parents/guardians is the dimension of reliability, while the smallest gap according to students is assurance and according to parents/guardians is the dimension of responsiveness. Based on the science analysis, there are 5 combined instruments in each quadrant A for students and school committees that need to be improved by making them customer needs in the HOQ. Recommendations for improving the quality of private vocational education services in Bekasi Regency are: teacher competency training, interpersonal training for education staff, periodic supervision, improvement of the recruitment system, periodic counseling, equipping resources for extracurricular activities, compensation for payment times for underprivileged students, and scholarships for underprivileged students. Keywords: Quality, Private Vocational School, SERVQUAL, IPA, QFD

Item Type:	Thesis (S2)
NIM/NIDN Creators:	55317110047
Uncontrolled Keywords:	Kualitas, SMK Swasta, SERVQUAL, IPA, QFD
Subjects:	600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
Divisions:	Pascasarjana > Magister Teknik Industri
Depositing User:	MELATI CAHYA FITRIANI
Date Deposited:	27 Mar 2023 05:01
Last Modified:	27 Mar 2023 05:01
URI:	http://repository.mercubuana.ac.id/id/eprint/75521

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