Peningkatan Kualitas Layanan Dengan Metode Service Quality Dan Service Blueprint Di Laboratorium Sistem Manufaktur DTSI.

Carmo, Efrem da Costa do (2022) Peningkatan Kualitas Layanan Dengan Metode Service Quality Dan Service Blueprint Di Laboratorium Sistem Manufaktur DTSI. Other thesis, Institut Teknologi Sepuluh Nopember.

Text 02411740007003-Undregraduate_thesis.pdf Restricted to Repository staff only Download (3MB) | Request a copy

Abstract

Minat mahasiswa yang ingin belajar di perguruang tinggi yang berkualitas terus bertambah dari tahun ke tahun. Sehingga menuntut kepada department dan khusunya di labotorium untuk memberikan pelayanan yang berkualitas. Dalam industri jasa kualitas layanan merupakan hal yang sangat penting bagi pelangan atau mahasiswa (Praktikan). Laboratorium Sistem Manufaktur DTSI ITS merupakan sala satu bagian yang akan berkontribusi dalam menambah pengetahuan mahasiswa terutama tentang bidang manufaktur, namun dibalik itu adanya ketidakpuasan praktikan terhadap pelayanan yang diberikan oleh Laboratorium. Sehingga pada penelitian ini akan dilakukan untuk menidentifikasi dan analisis kualitas layanan yang ada di Laboratorium untuk meningkatkan kepuasan praktikan. Penelitian ini menggunakan metode Service Blueprint untuk mengambarkan seluruh proses yang ada di laboratorium dan SERVQUAL untuk mengukur gap atribut antara harapan dan persepsi kemudian dilanjutkan dengan metode Importance Performance Analysis (IPA) untuk mengidentifikasi atribut kritis dan 5 Why’s Analysis untuk mengetahui akar permasalahan yang ada di Laboratorium. Berdasarkan hasil perhitungan SERVQUAL dan penyusunan diagram IPA mendaptakan 6 atibut kritis diantaranya format laporan, mengoreksi laporan dan kecepatan merespon via social media. Berdasarkan hasil perhitungan dan analisis maka meberikan rekomendasi perbaikan kepada laboratorium berupa perbaikan SOP, pembuatan timeline dan pembutan mobile application untuk Laboratorium.
====================================================================================================================
The interest of students who want to study in quality universities continues to increase from year to year. So it demands the department and especially in the laboratory to provide quality services. In the service industry, service quality is very important for customers or students (Practicioner). The Manufacturing System Laboratory DTSI ITS is one part that will contribute to increasing student knowledge, especially about the manufacturing sector, but behind that there is a dissatisfaction of practitioners with the services provided by the Manufacturing System Laboratory DTSI ITS. So that, this research will identify and analyze the quality of services in the laboratory to increase practitioner satisfaction. This reseatch uses the Service Blueprint method to describe all processes in the laboratory and SERVQUAL to measure the attribute gap between expectations and perceptions, then proceed with the Importance Performance Analysis (IPA) method to identify critical attributes and 5 Why's Analysis to determine the root cause of the problems in the Laboratory. Based on the results of the SERVQUAL calculation and the Importance Performance Analysis (IPA), were obtained 6 critical attributes among others are: report formats, correcting reports and responding speed via social media. Based on the results of calculations and analysis, it provides recommendations for improvements to the laboratory in the form of improving SOP, making timelines and making mobile applications for laboratories.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	SERVQUAL, Servive Blueprint, IPA, 5why’s Analysis, Servive Blueprint, IPA, 5why’s Analysis
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD62.15 Total quality management.
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Mr. Marsudiyana -
Date Deposited:	06 Feb 2026 03:16
Last Modified:	06 Feb 2026 03:16
URI:	http://repository.its.ac.id/id/eprint/132219

Actions (login required)

View Item