SETIAWAN, ANDRY (2023) ANALISIS PERBAIKAN KUALITAS PELAYANAN PENDIDIKAN DENGAN MENGGUNAKAN METODE EDUCATION QUALITY, IPA DAN QUALITY FUNCTION DEPLOYMENT (QFD). S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The Faculty of Engineering, University of Muhammadiyah Jakarta (UMJ) is one of the largest faculties in UMJ. Based on preliminary studies that have been carried out using 5 servqual dimensions, there is still a gap between the perceptions and expectations of students. The success of education providers is largely determined by the quality of services provided. This study aims to identify and analyze the level of student satisfaction with the services provided and determine service quality improvements. This study uses the Education Quality (eduqual) dimension which consists of aspects of learning outcomes, responsiveness, physical facilities, personal development, academics, and Importance Performance Analysis (IPA) to identify and see the desires expected by students to increase satisfaction with educational services. The indicators obtained in quadrant A in IPA are then analyzed using the Quality Function Deployment. Respondents for measuring service quality in this study were students from the 2017-2020 class using the quota sampling technique. The results of the GAP analysis show that there are negative values in all eduqual dimensions. Factors in the quality of education services that are a priority for improvement: wifi connectivity on campus, laboratories equipped with modern facilities, completeness of learning resources and equipment, and completeness of the library in providing up-to-date books/literary journals to support lectures. Based on the results of QFD processing, 3 technical responses were obtained to improve the quality of education services: adding wifi access points, support for the latest book literature, availability of digital libraries, availability of check sheets for maintaining campus facilities and infrastructure, and increasing assistance in procuring facilities and infrastructure related to laboratory development. Key word : Quality of service, education, eduqual, IPA, QFD Fakultas Teknik Universitas Muhammadiyah Jakarta (UMJ) merupakan salah satu Fakultas terbesar yang ada di UMJ. Berdasarkan studi pendahuluan yang telah dilakukan dengan menggunakan 5 dimensi servqual masih terjadi kesenjangan (Gap) antara persepsi dan harapan dari mahasiswa. Keberhasilan penyelenggara pendidikan sangat ditentukan oleh kualitas pelayanan yang diberikan. Penelitian ini bertujuan untuk mengidentifikasi dan menganalisis tingkat kepuasan mahasiswa terhadap pelayanan yang diberikan, dan menentukan perbaikan kualitas pelayanan. Penelitian ini menggunakan dimensi Education Quality (eduqual) yang terdiri dari aspek hasil belajar, ketanggapan, fasilitas fisik, pengembangan pribadi, akademik dan Importance Performance Analysis (IPA) untuk mengidentifikasi dan melihat keinginan yang diharapkan oleh mahasiswa untuk meningkatkan kepuasan pelayanan pendidikan. Indikator yang didapat pada kuadran A pada IPA, selanjutnya dianalisis dengan menggunakan Quality Function Deployment. Responden pengukuran kualitas pelayanan dalam penelitian ini adalah mahasiswa angkatan 2017-2020 dengan menggunakan teknik pengambilan sampel quota sampling. Hasil analisis GAP menunjukan adanya nilai negatif di semua dimensi eduqual. Faktor kualitas pelayanan pendidikan yang menjadi prioritas perbaikan : konektifitas wifi di kampus, laboratorium dilengkapi dengan fasilitas yang modern, kelengkapan sumber daya dan peralatan pembelajaran, dan kelengkapan perpustakaan dalam menyediakan buku/jurnal literatur yang up to date untuk menunjang perkuliahan. Berdasarkan hasil pengolahan QFD didapatkan 3 respon teknis untuk meningkatkan kualitas pelayanan pendidikan : menambah akses point wifi, dukungan literatur buku terkini, ketersediaan perpustakaan digital, ketersediaan check sheet pemeliharaan fasilitas sarana dan prasarana kampus, dan meningkatkan bantuan pengadaan sarana dan prasarana terkait dengan pengembangan laboratorium. Kata Kunci : Kualitas pelayanan, pendidikan, eduqual, IPA, QFD
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CD/553. 23 018 |
| Call Number: | TI/53/23/008 |
| NIM/NIDN Creators: | 55321110010 |
| Uncontrolled Keywords: | Kualitas pelayanan, pendidikan, eduqual, IPA, QFD |
| Subjects: | 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 628 Sanitary Engineering and Environmental Protection Engineering/Rekayasa Sanitasi dan Teknik Perlindungan Lingkungan, Teknik Lingkungan > 628.5 Pollution Control and Industrial Sanitation Engineering/Pengawasan Polusi dan Teknik Sanitasi Industri 700 Arts/Seni, Seni Rupa, Kesenian > 750 Painting and Paintings/Seni Lukis dan Lukisan > 758 Other Subjects/Subjel Lainnya > 758.6 Industrial and Technical Subjects/Subjek Industri dan Teknik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | Sekar Mutiara |
| Date Deposited: | 30 Sep 2023 01:59 |
| Last Modified: | 30 Sep 2023 01:59 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/81118 |
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