Pribadi, Henry (2020) Peningkatan Kualitas Layananpublik Balai Monitor Kelas I Surabayadengan Integrasi Service Quality (Servqual), Important Performance Analysis (Ipa) Dan House Of Quality (HoQ). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Salah satu media penjalaran informasi dalam teknologi telekomunikasi adalah spektrum frekuensi radio. Spektrum frekuensi radio merupakan sumber daya alam yang terbatas sehingga penggunaannya perlu diawasi dan dikendalikan agar efektif, efisien, dan bebas gangguan. Untuk terciptanya penggunaan spektrum frekuensi radio yang efektif, efisien, dan bebas gangguan itu, Kemenkominfo membentuk Unit Pelaksana Teknis (UPT) Bidang Monitor Spektrum Frekuensi Radio. Unit Pelaksana Teknis (UPT) Bidang Monitor Spektrum Frekuensi Radio bertugas melaksanakan pengawasan dan pengendalian penggunaan spektrum frekuensi radio. Di Jawa Timur, UPT Bidang Monitor Spektrum Frekuensi Radio bernama Balai Monitor Spektrum Frekuensi Radio Kelas I Surabaya (Balmon Surabaya). Balmon Surabaya memberikan beberapa layanan pada masyarakat, yaitu: Pendistribusian Ijin Stasiun Radio (ISR), Pendistribusian Surat Pemberitahuan Pembayaran (SPP), dan Penanganan Gangguan Frekuensi. Pelayanan yang diberikan pada masyarakat masih bermasalah, hal ini ditunjukkan dengan masih adanya keluhan pengguna tentang Ijin Stasiun Radio (ISR) yang tidak terdistribusi pada pengguna frekuensi di Jawa Timur. Untuk mengetahui kualitas layanan dan respon teknis perbaikan Balmon Surabaya, perlu dilakukan penelitian. Penelitian ini dilakukan dengan menyebarkan kuesioner harapan dan kepuasan pengguna yang mengacu pada 5 (lima) dimensi Service Quality (Servqual) kepada 130 (seratus tiga puluh) responden, kemudian dianalisa dengan metode Important Performance Analysis (IPA) untuk menentukan variabel yang wajib diperbaiki, dan analisa dengan Quality Function Deployment (QFD) untuk menyusun respon teknis perbaikan layanan. Dari hasil analisa dengan menggunakan 3 (tiga) metode tersebut diperoleh 3 (tiga) Respon Teknis, yaitu: melakukan pencetakan Surat Pemberitahuan Pembayaran (SPP) 2 bulan sebelum jatuh tempo, mengkonfirmasi penerimaan Surat Pemberitahuan Pembayaran (SPP) oleh pengguna, dan mengajukan pembuatan nomor bebas pulsa.
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One of the information transmition media in telecommunication technology is the radio frequency spectrum. The radio frequency spectrum is a limited natural resource and its usage needs to be monitored and controlled so that it is effective, efficient and interferrence free. In order to effective, efficient, and free interferrence for frequency spectrum using, The Ministry of Communication dan Informatics develops Radio Spectrum Monitoring Technical Unit (UPT). Radio Spectrum Monitoring Technical Unit (UPT) is tasked to supervise and controll of the radio frequency spectrum. The Radio Spectrum Monitoring Technical Unit (UPT) in East Java named Balai Monitor Spektrum Frkeuensi Radio Kelas I Surabaya (Balmon Surabaya). Balmon Surabaya provides several services for community, such as: Radio Station License (ISR) distribution, Payment Notification Letter (SPP) Distribution, dan Handling Frequency Interferrence Report. In carrying out there duties, there are still user complains about Balmon Surabaya services. The unsatisfaction conditions showed by ISRs are not distributed to frequency users in East Java. Therefore it is necessary, in order to improve quality of service, do research to determine the quality of services and technical response should be done. The study was conducted by distributing a questionnaire of expectations and user satisfaction, referring to the 5 (five) dimensions of Service Quality (Servqual) to 130 (one hundred and thirty) respondenes then analyzed further by Important Performance Analysis (IPA) to determine the variabel that has to be improved, and using Quality Function Deployment (QFD) to develop the quality improvement strategies. The result of the study concludes that “printing the Surat Pemberitahuan Pembayaran (SPP) 2 months before the due date”; “confirming the SPP receipt by the user”, and “proposing the toll-free number” are technical responses have to be done.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.562 Pri p-1 |
| Uncontrolled Keywords: | balai monitor, important performance analysis, layanan, service quality, quality function deployment |
| Subjects: | T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | henry pribadi |
| Date Deposited: | 17 Mar 2025 02:02 |
| Last Modified: | 17 Mar 2025 02:02 |
| URI: | http://repository.its.ac.id/id/eprint/74936 |
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