Chusaeni, Muhammad (2020) Analisis Peningkatan Kualitas Pelayanan Kerjasama Profesional Di Perguruan Tinggi XYZ Berbasis Servqual, Important Performance Analysis (IPA) Dan Quality Function Deployment (QFD) (Studi Kasus: Layanan Kerjasama Profesional Di BPPU ITS). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Status Perguruan Tinggi Negeri Badan Hukum (PTN-BH) pada Institut Teknologi Sepuluh Nopember Surabaya (ITS) memberikan otonomi sepenuhnya pada pengelolaan PTNBH. Agar ITS mampu berinovasi menggali revenue generator, maka dibentuk Badan Pengembangan dan Pengelola Usaha (BPPU) yang berfungsi untuk menggalang, mengelola dana, dan mengembangkan unit usaha. Kerjasama profesional sebagai salah satu bidang usaha ITS yang paling dominan dalam memberikan kontribusi pendapatan ITS. BPPU sebagai pusat administrasi layanan kerjasama profesional selalu berupaya memberikan layanan prima, namun masih terdapat komplain atas layanan tersebut terkait kecepatan dan ketepatan. Untuk menganalisa tingkat kualitas layanan kerjasama professional tersebut, Dalam penelitian ini digunakan metode Servqual, Importance-Performance Anaylisis (IPA) dan Quality Function Deployment (QFD). Servqual digunakan untuk analisa kesenjangan antara persepsi dengan ekspektasi pelanggan. Metode IPA digunakan untuk mengukur kinerja kepuasan yang diharapkan dan yang diterima oleh pelanggan. Dan metode QFD digunakan untuk merancang prioritas strategi perbaikan kualitas layanan sesuai keinginan pelangan serta kemampuan teknis oleh internal pengelola kerjasama profesional. Hasil analisa servqual menunjukan adanya tingkat kesenjangan terbesar antara variabel persepsi dengan ekspektasi pelanggan yaitu Em1 (memahami kebutuhan spesifik), Em2 (kejelasan prosedur), Rs2 (kemampuan layanan yang responsif, dan As3 (ketepatan pengelolaan kerjasama). Hasil analisa IPA menunjukkan bahwa variabel-variabel kuadran A sama dengan hasil Analisa servqual yang juga mempunyai prioritas tinggi untuk ditangani yaitu Rs2, Em2, Em1 dan As3. Dalam analisa QFD, variabel-variabel tersebut sebagai customer requirement (whats) yang dihubungkan dengan technical responses (hows) yang diperoleh dari internal manajemen BPPU, dan sesuai diagram house of quality diperoleh urutan prioritas respon teknis. prioritas respon teknis tersebut agar dapat diterapkan oleh internal BPPU maka dilakukan FGD, dengan harapan strategi peningkatan kualitas layanan mampu mengurangi komplain dari pengguna kerjasama profesional.
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The Status of Legal Entity State Higher Education (PTN-BH) at the Institut Teknologi Sepuluh Nopember (ITS) gives full autonomy to the management of higher education. For ITS to be able to innovate in exploring revenue generators, Business Development and Management Agency (BPPU) was formed which functions to raise, manage funds, and develop business units. Professional cooperation as one of the most dominant ITS business unit in contributing ITS revenue. BPPU as the administrative center for professional cooperation services always try to provide excellent service, but there are still complaints about these services related to speed and accuracy. To analyze the level of quality of professional cooperation services, this research uses the Servqual, Importance-Performance Analysis (IPA) and Quality Function Deployment (QFD) methods. Servqual is used to analyze the gap between perception and customer expectations. The IPA method is used to measure the performance satisfaction expected and received by customers. And the QFD method is used to design priority strategies for improving service quality according to customer desires and technical capabilities by internal managers of professional cooperation. Servqual analysis results show the greatest gap between the perception variable and customer expectations, namely Em1 (understanding specific needs), Em2 (clarity of procedure), Rs2 (responsive service capability), and As3 (accuracy of cooperation services management). The results of the IPA analysis show that the variables in the quadrant A are the same as the results of Servqual Analysis which also have high priority to be handled, namely Em1, Em2, Rs2, and As3. In QFD analysis, these variables become customer requirements (whats) associated with technical responses (hows) obtained from internal BPPU management, and according to the house of quality diagram, the priority sequence of technical response is obtained, the priority of the technical response can be applied internally by BPPU so that FGDs are carried out, with the hope that a strategy for improving service quality can reduce complaints from professional cooperation customers.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.562 Chu a-1 2020 |
| Uncontrolled Keywords: | Servqual, Importance-Performance Anaylisis(IPA), Quality Function Deployment (QFD), kualitas pelayanan, pelanggan, service quality, the customer |
| Subjects: | H Social Sciences > HB Economic Theory > HB801 Consumer behavior. H Social Sciences > HD Industries. Land use. Labor > HD30.23 Decision making. Business requirements analysis. H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | Muhammad Chusaeni |
| Date Deposited: | 18 Apr 2024 08:07 |
| Last Modified: | 18 Apr 2024 08:07 |
| URI: | http://repository.its.ac.id/id/eprint/73118 |
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