SETIANAH, PUPUT (2023) PENINGKATAN KUALITAS LAYANAN PENDIDIKAN TINGGI DENGAN PENDEKATAN SERVICE QUALITY (SERVQUAL), IPA DAN QUALITY FUNCTION DEPLOYMENT (QFD). S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This research focuses on improving the quality of private higher education services using a combined approach of Servqual, IPA, and Quality Function Deployment (QFD). The aim of this research is to analyze the gap between student expectations and perceptions of service quality at private universities in Banten, prioritize factors that need to be improved and propose improvements using QFD. The population of this research is private universities in Banten with a sample of 330 respondents. Data analysis includes Servqual dimensions, demographic analysis, IPA, and QFD. The research results show a negative gap between expectations and perceptions, indicating room for improvement. The IPA classification highlights attributes that require attention. QFD helps determine improvement targets, technical correlations, attribute weights, and priorities. The result is a House of Quality matrix that shows directions for improvement. The implications of this research indicate the need to address high-priority attributes first, as well as conduct ongoing assessments for continuous service improvement, in line with university goals and student expectations. Keyword : Service quality; Service improvement; Service evaluation Penelitian ini berfokus pada peningkatan kualitas layanan pendidikan tinggi swasta dengan menggunakan pendekatan gabungan Servqual, IPA, dan Quality Function Deployment (QFD). Tujuan dari penelitian ini adalah menganalisis kesenjangan antara harapan dan persepsi mahasiswa terhadap kualitas layanan pada perguruan tinggi swasta di Banten, memprioritaskan faktor-faktor yang perlu ditingkatkan, dan mengusulkan perbaikan menggunakan QFD. Populasi penelitian ini adalah perguruan tinggi swasta di Banten dengan sampel sebanyak 330 responden. Analisis data meliputi dimensi Servqual, analisis demografi, IPA, dan QFD. Hasil penelitian menunjukkan adanya kesenjangan negatif antara ekspektasi dan persepsi, yang mengindikasikan adanya ruang untuk perbaikan. Klasifikasi IPA menyoroti atribut-atribut yang memerlukan perhatian. QFD membantu dalam menentukan target perbaikan, korelasi teknis, bobot atribut, dan prioritas. Hasilnya adalah matriks House of Quality yang menunjukkan arah perbaikan. Implikasi dari penelitian ini menunjukkan perlunya mengatasi atribut-atribut yang berprioritas tinggi terlebih dahulu, serta melakukan penilaian berkelanjutan untuk peningkatan layanan berkelanjutan, sejalan dengan tujuan universitas dan harapan mahasiswa. Kata Kunci: Kualitas Pelayanan; Peningkatan layanan; Evaluasi layanan
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CD/553. 23 019 |
| NIM/NIDN Creators: | 55321110005 |
| Uncontrolled Keywords: | Kualitas Pelayanan; Peningkatan layanan; Evaluasi layanan |
| 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: | CALVIN PRASETYO |
| Date Deposited: | 13 Oct 2023 02:25 |
| Last Modified: | 13 Oct 2023 02:25 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/82447 |
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