Analisis Dan Peningkatan Kualitas Layanan Kependudukan Dispendukcapil Kota Surabaya Dengan Metode Service Quality dan Intergrasi IPA-KANO

Devi, Gandhi Resmay (2022) Analisis Dan Peningkatan Kualitas Layanan Kependudukan Dispendukcapil Kota Surabaya Dengan Metode Service Quality dan Intergrasi IPA-KANO. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Dispendukcapil Kota Surabaya merupakan lembaga yang bertugas mengeluarkan dokumen kependudukan bagi warga Kota Surabaya. Dengan banyaknya dokumen yang dikeluarkan, maka probabilitas kesalahan yang terjadi juga akan semakin tinggi. Hal ini menyebabkan terjadi antrian pada lobby Dispendukcapil Kota Surabaya karena banyaknya pengaduan dari warga Kota Surabaya. Oleh karena itu, Dispendukcapil Kota Surabaya harus melakukan perbaikan pelayanan guna meningkatkan kepuasan warga Kota Surabaya. Penelitian ini dilakukan untuk menganalisis faktor-faktor yang mempengaruhi kualitas pelayanan pada Dispendukcapil Kota Surabaya menggunakan Service Quality, Importance-Performance Analysis (IPA), Kano Model, 5 Whys Analysis, dan Failure Mode and Effect Analysis (FMEA) guna mendapatkan alternatif rekomendasi perbaikan. Metode service quality dilakukan untuk mengetahui gap antara persepsi dan harapan berdasarkan 5 dimensi service quality, Importance-Performance Analysis (IPA) dilakukan untuk memetakan atribut berdasarkan kepentingan pelanggan, Kano Model dilakukan untuk mengetahui kepentingan atribut berdasarkan performansi perusahaan, 5 Whys Analysis dan Failure Mode and Effect Analysis (FMEA) untuk mengetahui akar permasalahan yang ada dan dapat dilakukan alternatif rekomendasi perbaikan. Berdasarkan hasil penelitian, dari 21 atribut terdapat 19 atribut yang memiliki nilai gap negatif, berdasarkan integrasi IPA-Kano terdapat 9 atribut kritis yang dikelompokkan dalam 5 waste yaitu Unclear Communication, Delays, Unmaximized Facility, Unnecessary Motion, serta Duplication, dan berdasarkan hasil FMEA didapatkan 5 atribut dengan nilai Risk Priority Number (RPN) tertinggi pada masing-masing waste untuk selanjutnya dilakukan rekomendasi perbaikan. Rekomendasi perbaikan yang dipilih adalah pengadaan sistem training dan SOP, perbaikan secara berkala terhadap software dan perangkat yang akan digunakan, penambahan karyawan contect creator, menyediakan formulir feedback terhadap keseluruhan pelayanan dan fasilitas, dan menyediakan formulir pengaduan untuk memudahkan proses pelayanan.
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Dispendukcapil Kota Surabaya is an institution that stores population documents for residents of the city of Surabaya. With the number of documents issued, the probability of errors occurring will also be higher. This caused a queue in the lobby of Dispendukcapil Kota Surabaya due to a large number of complaints from citizens of Surabaya. Therefore, Dispendukcapil Kota Surabaya must improve services to increase the satisfaction of the citizens of Surabaya. This study was conducted to analyze the factors that affect the quality of service at Dispendukcapil Kota Surabaya using Service Quality, Importance-Performance Analysis (IPA), Kano Model, 5 Whys Analysis, and Failure Mode and Effect Analysis (FMEA) to obtain alternative recommendations for improvement. The service quality method is carried out to determine the gap between perceptions and expectations based on 5 dimensions of service quality, Importance-Performance Analysis (IPA) is carried out for attributes based on customer interests, Kano Model is carried out to determine the importance of the attributes based on company performance, 5 Whys Analysis and Failure Mode and Effects Analysis (FMEA) to find out the root of the existing problems and make alternative recommendations for improvement. Based on the results of the study, of the 21 attributes, 19 have negative gap values, based on the IPA-Kano integration, there are 9 critical attributes in the 5 wastes, namely Unclear Communication, Delays, Unmaximized Facility, Unmaximized Facility, and Duplication, and based on the FMEA results obtained 5 attributes with the highest Risk Priority Number (RPN) for each waste for further recommendations for improvement. The selected improvement recommendations are the procurement of a training system and SOPs, periodic improvements to the software and devices that will be used, adding content creators, providing feedback forms on all services and facilities, and providing complaints to facilitate the service process.

Item Type:	Thesis (Other)
Additional Information:	RSI 658.562 Dev a-1 2022
Uncontrolled Keywords:	Service Quality, Importance-Performance Analysis (IPA), Kano Diagram, 5 Whys Analysis, Failure Mode and Effect Analysis (FMEA).
Subjects:	H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	- Davi Wah
Date Deposited:	11 Dec 2023 02:41
Last Modified:	11 Dec 2023 02:41
URI:	http://repository.its.ac.id/id/eprint/105255

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