MUSLIM, MUHAMMAD NUR ICHWAN (2024) DESAIN PENINGKATAN KUALITAS LAYANAN PENDAFTARAN KEKAYAAN INTELEKTUAL DENGAN F-SERVQUAL DAN F-QFD DI INDONESIA. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Intellectual property serves as a catalyst for innovation in a country. DJKI needs to drive innovative growth in order to get on par with the top 5 Intellectual Property Offices and support The World Class IP Office's objectives. Indonesia has been on the Priority Watch List (PWL) for the last five years, according to the "Special 301" Report that was made public by the United States Trade Representative (USTR). This indicates that intellectual property-related services have not yet produced the best results. Furthermore, inconsistent results are found in several research that aim to evaluate the quality of intellectual property-related services. The quality of intellectual property services is assessed in this study using the Fuzzy-ServQual, Importance Performance Analysis, and Fuzzy-Quality Function Deployment integration methodologies. The gap values for each Servqual dimension have not been able to live up to customer expectations, according to Servqual analysis. The Responsiveness dimension, with an average gap of -0.645, is the most significant quality dimension. Therefore, it can be suggested as a priority to improve the Responsiveness dimension's assessment indicators, which include: (a) timeliness between service promise and realization; (b) consistency in service delivery from the beginning to the end; (c) ease of service procedure stages in terms of simplicity of service flow; and (d) clarity of officers' authority and responsibility in providing services. The five technical responses, "Performance Evaluation of Service Personnel"; "Guided by the SOP for Intellectual Property Services"; "Technical Competency of Service Personnel"; "Appointment of Person in Charge"; and "Repair and Provision of Officer Work Equipment", must be given top priority when undertaking improvements. keywords: intellectual property registration services, fuzzy-servqual, importance performance analysis, fuzzy quality function deployment. Peran Kekayaan Intelektual bagi suatu negara adalah memacu inovasi. Demi mendukung tujuan The World Class IP Office, DJKI perlu mengejar pertumbuhan inovasi agar bisa sejajar dengan 5 Kantor Kekayaan Intelektual teratas. Berdasarkan “Special 301” Report yang dirilis oleh United States Trade Representative (USTR) Indonesia tetap berada dalam Priority Watch List (PWL) dalam 5 tahun terakhir dalam PWL. Hal ini menunjukkan pelayanan yang berkaitan dengan kekayaan intelektual masih belum mencapai hasil yang optimal. Selain itu, sejumlah penelitian yang berusaha menilai kualitas layanan pendaftaran kekayaan intelektual menunjukkan inkonsistensi. Metode integrasi Fuzzy-ServQual, Importance Performance Analysis, dan Fuzzy-Quality Function Deployment digunakan dalam penelitian ini untuk mengukur kualitas layanan pendaftaran kekayaan intelektual. Analisis Servqual menunjukkan bahwa nilai gap setiap dimensi Servqual belum dapat memenuhi harapan pelanggan. Dimensi kualitas yang memiliki rata-rata gap terbesar adalah dimensi Responsiveness (Daya Tanggap) dengan nilai gap -0,645, sehingga aspek perbaikan yang dapat diusulkan untuk menjadi prioritas dalam meningkatkan kualitas layanan yang diberikan oleh DJKI adalah dimensi Responsiveness (Daya Tanggap) dengan indikator penilaian berupa: (a) ketepatan waktu antara realisasi dan janji layanan; (b) konsistensi dalam pemberian layanan sejak awal hingga tuntas pelayanan; (c) kemudahan tahapan prosedur layanan ditinjau dari sisi kesederhanaan alur layanan; (d) kejelasan wewenang dan tanggung jawab petugas dalam penyelenggaraan layanan. 5 respon teknis yang harus menjadi prioritas dalam melakukan perbaikan adalah: “Evaluasi Kinerja petugas layanan”; “Berpedoman pada SOP Layanan pendaftaran kekayaan intelektual”; “Kompetensi teknis petugas layanan”; “Penunjukan penanggung jawab“; dan “Perbaikan dan penyediaan peralatan kerja petugas”. kata kunci: layanan pendaftaran kekayaan intelektual, fuzzy-servqual, importance performance analysis, fuzzy quality function deployment.
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