TAMPUBOLON, OCHTO RIANTO (2019) ANALISIS KEPUASAN PESERTA BAM TERHADAP KUALITAS PELATIHAN UNIT LEARNING SERVICE PT. GMF AEROASIA, TBK. MENGGUNAKAN METODE SERVQUAL DAN QFD. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Learning Service Unit is an unit at PT. GMF AeroAsia, Tbk. that plays a role in conducting trainings for personnel and prospective aircraft maintenance personnel. One of the trainings held at the Learning Service Unit of PT. GMF AeroAsia, Tbk. is Basic Aircraft Maintenance (BAM). BAM training is training the basics of aircraft maintenance which is expected through this training that competent aircraft maintenance personnel will be born. In the course of BAM training in batch XI, there was a significant decrease in score in phase two when compared to phase one. The decline in value is then analyzed from the perspective of the satisfaction level of participants. The analysis of the level of satisfaction of participants was carried out by the Servqual and Quality Function Deployment (QFD) methods. The tool used in this study is a questionnaire filled out by BAM participants or students to find out the perceptions and expectations of the participants themselves. Based on the results of this study, it is known that the participant satisfaction level on average is 4.26 which is lower than the expectations of the participants themselves which is equal to 4.48. Through this study also found two main factors that influence the level of participant satisfaction and priority improvements that can be made to improve the quality of training at Learning Service Unit of PT. GMF AeroAsia, Tbk. Keywords: Service Quality, Servqual, QFD, HOQ Unit Learning Service merupakan unit di PT. GMF AeroAsia, Tbk. yang berperan dalam melakukan pelatihan-pelatihan untuk personel dan calon personel perawatan pesawat terbang. Salah satu pelatihan yang diadakan di Unit Learning Service PT. GMF AeroAsia, Tbk. adalah Basic Aircraft Maintenance (BAM). Pelatihan BAM merupakan pelatihan dasar-dasar perawatan pesawat terbang yang diharapkan melalui pelatihan ini akan lahir personel-personel perawatan pesawat terbang yang kompeten. Dalam berjalannya pelatihan BAM di angkatan XI, terjadi penurunan nilai yang signifikan pada fase dua jika dibandingkan dengan fase satu. Penurunan nilai tersebut yang selanjutnya dianalisis dari perspektif tingkat kepuasan peserta. Analisis tingkat kepuasan peserta ini dilakukan dengan metode Servqual dan Quality Function Deployment (QFD). Tool yang digunakan dalam penelitian ini adalah suatu kuesioner yang diisi oleh peserta atau siswa BAM untuk mengetahui persepsi dan ekspektasi peserta itu sendiri. Berdasarkan hasil penelitian ini, diketahui tingkat kepuasan peserta secara rata-rata adalah 4.26 yang mana lebih rendah dibandingkan dengan harapan peserta itu sendiri yaitu sebesar 4.48. Melalui penelitian ini pula didapatkan dua faktor utama yang mempengaruhi tingkat kepuasan peserta dan prioritas perbaikan yang dapat dilakukan untuk meningkatkan kualitas pelatihan di Unit Learning Service PT. GMF AeroAsia, Tbk. Kata Kunci: Kualitas Pelayanan, Servqual, QFD, HOQ
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