EVALUASI DAN PERBAIKAN KUALITAS JASA PELAYANAN PELATIHAN BERBASIS KOMPETENSI BBPLK BEKASI MENGUNAKAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD

HADI, MULYO PUJI (2021) EVALUASI DAN PERBAIKAN KUALITAS JASA PELAYANAN PELATIHAN BERBASIS KOMPETENSI BBPLK BEKASI MENGUNAKAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

Upaya percepatan peningkatan kompetensi dan daya saing sesuai dengan Instruksi Presiden No.9 tahun 2016 tentang Revitalisasi Sekolah Menengah Kejuruan, sejauh ini ditindaklanjuti oleh Kementerian Ketenagakerjaan RI dengan melakukan berbagai terobosan, salah satu strateginya adalah Program 3R Balai Latihan Kerja. Melalui Keputusan Menteri Ketenagakerjaan RI Nomor 23 Tahun 2017 tentang Reorientasi, Revitalisasi dan Rebranding Balai Latihan Kerja, ada tiga Balai Latihan Kerja yang telah ditunjuk oleh Menaker sebagai pusat pengembangan dalam program Reorientasi, Revitalisasi, dan Rebranding BLK atau 3R BLK tahap pertama yaitu yaitu BBPLK Bekasi, BBPLK Serang, dan BBPLK Bandung. Balai Latihan Kerja terpilih itu diharapkan mampu menghasilkan tenaga kerja terampil dalam jumlah besar. Untuk mendapatkan peserta pelatihan dalam jumlah yang besar salah satu caranya adalah dengan melakukan upaya peningkatan kualitas jasa pelayanan pelatihan terhadap peserta pelatihan. Langkah yang diambil adalah melakukan survey kepada peserta pelatihan untuk mengetahui nilai gap yang dianalisa menggunakan metode Service Quality dan Quality Function Deployment (QFD) yang diintegrasikan dengan Importance Performance Analysis. Survey dilakukan terhadap 94 responden dari total populasi 1472 peserta dengan 35 atribut. Didapatkan data nilai rata-rata gap tiap dimensi Servqual tangibles 19,75%, reliability 22,80%, responsiveness 17,52%, assurance 20,13% dan empathy 18,86%. Performa atribut pelayanan dari semua atribut yang ada menunjukan rata-rata gap score adalah – 84,34 (bernilai negatif). Analisis Diagram untuk mengetahui atribut yang dijadikan prioritas utama perbaikan menggunakan Importance Performance Analysis (IPA) didapat 15 atribut yang diambil dari pengambilan tiga atribut prioritas dalam lima dimensi utama kualitas pelayanan (total 35 atribut). Perbaikan kualitas layanan jasa pelatihan berbasis kompetensi BBPLK Bekasi yang perlu diperbaiki dan diprioritaskan agar sesuai dengan harapan pelanggan berdasarkan pendekatan metode QFD adalah Pelatihan / Ugrading Teknis, Soft Skill Tenaga Pelatih dan Staf Penyelenggara, ketersediaan kelengkapan fasilitas sarana prasarana pelatihan dengan melalui proses Pengadaan barang dan jasa, penambahan materi motivasi kepada peserta pelatihan dan bimbingan karir, penambahan jumlah tenaga pelatih dan staf penyelenggara, analisa kebutuhan pelatihan /TNA, kebersihan lingkungan tempat pelatihan dan ketersediaan kelengkapan peserta pelatihan. === Efforts to accelerate the improvement of competence and competitiveness in accordance with Presidential Instruction No.9 of 2016 on the revitalization of Vocational High School, has so far been followed up by the Ministry of Manpower of Indonesia by doing various breakthroughs, one of its strategies is the 3R Training Center. Through the Decree of the Minister of Manpower of the Republic of Indonesia No. 23 of 2017 on Reorientation, Revitalization and Rebranding of Training Center, there are three Training Centers which have been appointed by the Minister of Manpower as the center of development in the Reorientation, Revitalization and Rebranding BLK or 3R BLK first stage namely BBPLK Bekasi , BBPLK Serang, and BBPLK Bandung. The selected Training Center is expected to produce a large number of skilled workers. To get a large number of training participants one way is to make efforts to improve the quality of training services to trainees. The steps taken are to survey the trainees to find out the gap values analyzed using Service Quality and Quality Function Deployment (QFD) methods integrated with Importance Performance Analysis. The survey was conducted on 94 respondents from the total population of 1472 participants with 35 attributes. Obtained data value average gap each dimension Servqual tangibles 19.75%, reliability 22.80%, responsiveness 17.52%, assurance 20.13% and empathy 18.86%. The performance of service attributes of all attributes shows that the average gap score is - 84.34 (negative value). Diagram Analysis to find attribute that made the top priority of improvement using Importance Performance Analysis (IPA) obtained 15 attributes taken from three priority attribute in each of five main dimensions of service quality (total 35 attributes). Improving the quality of competency-based training services BBPLK Bekasi which needs to be improved and prioritized to fit customer expectations based on QFD method approach are technical upgrading & soft skill training for trainer and provider of training staff, availability of training facilities through procurement process, additional motivation materials for trainees and career guidance, additional number of trainers and staff of training providers, training needs analysis / TNA , cleanliness of the environment where the training and availability of training facilities.

Item Type: Thesis (S2)
NIM/NIDN Creators: 55315110010
Uncontrolled Keywords: Servqual, IPA, Service Quality, Importance Performance Analysis,Kualitas, Quality Function Deployment (QFD), Servqual, IPA, Service Quality, Importance Performance Analysis, Quality, Quality Function Deployment (QFD)
Subjects: 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
Divisions: Pascasarjana > Magister Teknik Industri
Depositing User: Priyo Raharjo
Date Deposited: 16 Feb 2022 03:45
Last Modified: 03 Jul 2024 07:44
URI: http://repository.mercubuana.ac.id/id/eprint/56177

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