Integrasi Servperf Ipa Dan Qfd Untuk Peningkatan Kualitas Layanan Konsultan Enjinering Konstruksi Berdasarkan Perspektif Klien

Daffa, Muhammad Zulfiqar (2025) Integrasi Servperf Ipa Dan Qfd Untuk Peningkatan Kualitas Layanan Konsultan Enjinering Konstruksi Berdasarkan Perspektif Klien. Masters thesis, Institut Teknologi Sepuluh Nopember.

Text 6032231124-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only Download (7MB) | Request a copy

Abstract

Layanan B2B dalam industri jasa konsultan merupakan fondasi utama interaksi antara klien dan konsultan. Di sektor konstruksi, kualitas layanan yang diberikan oleh konsultan enjinering konstruksi menjadi perhatian utama klien, terlebih dengan meningkatnya keluhan atas layanan yang tidak memenuhi ekspektasi. Sejumlah studi kasus, sebagaimana diungkap oleh PERKINDO bahwa klien menghadapi permasalahan seperti miskomunikasi progres proyek, ketidaktepatan estimasi biaya, keterlambatan penyelesaian proyek, hingga lemahnya akurasi dokumen teknis. Sebagai respons terhadap masalah tersebut, penelitian ini bertujuan untuk meningkatkan kualitas layanan konsultan enjinering konstruksi berdasarkan perspektif klien melalui integrasi metode SERVPERF (Service Performance), IPA (Importance Performance Analysis), dan QFD (Quality Function Deployment). SERVPERF digunakan untuk mengevaluasi persepsi kinerja layanan, IPA untuk mengidentifikasi Voice of Customer, dan QFD untuk menerjemahkan harapan klien ke dalam spesifikasi teknis yang dapat diimplementasikan. Hasil penelitian menunjukkan bahwa dari 20 atribut kualitas layanan yang tersebar dalam enam dimensi utama (Tangibles, Assurance, Reliability, Responsiveness, Empathy, dan Flexibility), terdapat 9 atribut yang paling krusial dan mewakili suara klien. Sehingga perumusan rekomendasi peningkatan kualitas layanan yang diprioritaskan meliputi: (1) Penerapan modular service design serta metodologi agile & lean project management; (2) Pembentukan komunikasi dua arah melalui notifikasi progres real-time serta client engagement officer melalui agenda meeting rutin mingguan; (3) Implementasi peer review berlapis, audit kualitas dokumen scr rutin, dan penerapan sistem manajemen dokumen terintegrasi berbasis cloud dgn diperkuat otomatisasi pengujian numerik dan kualitatif.
===============================================================================================================================================================
B2B services in the consulting industry form the foundational basis of interaction between clients and consultants. In the construction sector, the quality of services provided by engineering consultants has become a primary concern for clients, particularly due to the rising number of complaints regarding services that fall short of expectations. Several case studies, as revealed by PERKINDO, indicate that clients face issues such as miscommunication regarding project progress, inaccurate cost estimations, project delays, and poor accuracy of technical documents. In response to these challenges, this study aims to improve the service quality of engineering consultants in construction based on the client’s perspective by integrating the SERVPERF (Service Performance), IPA (Importance-Performance Analysis), and QFD (Quality Function Deployment) methods. SERVPERF is used to evaluate perceived service performance, IPA to identify the Voice of the Customer, and QFD to translate client expectations into actionable technical specifications. The findings of the study indicate that out of 20 service quality attributes distributed across six main dimensions (Tangibles, Assurance, Reliability, Responsiveness, Empathy, and Flexibility), there are nine attributes that are most critical and best represent the client's voice. Accordingly, the prioritized service quality improvement recommendations include: (1) The implementation of modular service design along with agile and lean project management methodologies; (2) The establishment of two-way communication through real-time progress notifications and the appointment of a client engagement officer via regular weekly meeting agendas; (3) The implementation of multi-level peer reviews, regular quality audits of documents, and the deployment of a cloud-based integrated document management system enhanced by automated numerical and qualitative testing.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Konsultan Enjinering Konstruksi, Kualitas Layanan, ServPerf, Importance Performance Analysis (IPA), Quality Function Deployment (QFD). Construction Engineering Consultant, Service Quality, ServPerf, Importance Performance Analysis (IPA), Quality Function Deployment (QFD)
Subjects:	T Technology > TH Building construction > TH438 Construction industry--Management. Project management.
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Muhammad Zulfiqar Daffa
Date Deposited:	11 Jul 2025 03:54
Last Modified:	11 Jul 2025 03:54
URI:	http://repository.its.ac.id/id/eprint/119494

Actions (login required)

View Item