Maulidiyah, Sa'adatul Maulidiyah (2021) Analisis dan Perbaikan Kualitas Pelayanan Pusat Layanan Terpadu (PLT) di Perguruan Tinggi XYZ dengan Metode Servqual dan Kano Model. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Pusat Layanan Terpadu (PLT) merupakan inovasi yang diimplementasikan perguruan tinggi XYZ dalam memperbaiki pelayanan yang mudah bagi pengguna dan terintegrasi dengan semua unit layanan. Namun layanan ini mendapat ketidakpuasan pengguna khususnya pada layanan pendidikan seperti Legalisasi Dokumen, Translate Ijazah dan Penerbitan SKL (Surat Keterangan Lulus). Ketidakpuasan ini menjadi evaluasi bagi petugas PLT agar dapat memperbaiki kualitasnya dan dapat memenuhi kepuasan pengguna. Sehingga perlu dilakukan perbaikan kualitas pelayanan PLT XYZ dengan melakukan pendekatan metode Servqual dan Kano Model dalam kerangka DMAIC. Tujuan dari penelitian ini adalah mengukur gap persepsi dan harapan pengguna terhadap kualitas pelayanan, mengetahui atribut yang bersifat fungsional serta yang dapat memenuhi kepuasan pengguna, menentukan respon teknis dengan House of Quality (HOQ), dan membuat rekomendasi perbaikan berdasarkan 5 Why’s Analysis. Hasilnya didapatkan sebelas atribut kritis dengan bobot tertinggi yaitu 9.4%. Kemudian mengidentifikasikan respon teknis berdasarkan 5 atribut kritis dengan bobot tinggi dan ditentukan nilai kontribusinya. Nilai kontribusi respon teknis tertinggi adalah 23.87% pada perbaikan kemudahan akses kontak personal yang direkomendasikan dengan pengadaan media sosial sebagai sarana yang mudah diakses oleh pengguna, dan nilai 22.96% pada perbaikan layanan dengan pengadaan teknologi yang dapat diprogram untuk merespon pengguna dengan cepat, maka rekomendasi yang diusulkan adalah penerapan Live Chatbot pada website atau customer service PLT XYZ.
Kata Kunci: Servqual, Kano Model, DMAIC, House of Quality, 5 Why’s Analysis
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Integrated Service Center (PLT) is an innovation implemented by XYZ University in improving services that are easy for users and integrated with all service units. However, this service has received user dissatisfaction, especially in educational services such as Document Legalization, Diploma Translate and Issuance of SKL (Graduation Certificate). This dissatisfaction becomes an evaluation for PLT officers in order to improve their quality and meet user satisfaction. So it is necessary to improve the service quality of PLT XYZ by approaching the Servqual and Kano Model methods within the DMAIC framework. The purpose of this study is to measure the gap in user perceptions and expectations of service quality, find out functional attributes that can meet user satisfaction, determine technical responses with the House of Quality (HOQ), and make recommendations for improvement based on 5 Why's Analysis. The results obtained eleven critical attributes with the highest weight of 9.4%. Then identify the technical response based on 5 critical attributes with high weight and determine the value of its contribution. The highest technical response contribution value is 23.87% on improving the ease of access to personal contacts recommended by providing social media as a means that is easily accessible to users, and the value of 22.96% on service improvement with the provision of technology that can be programmed to respond to users quickly. proposed is the application of Live Chatbot on the website or customer service PLT XYZ.
Keyword: Servqual, Kano Model, DMAIC, House of Quality, 5 Why’s Analysis
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | House of Quality, DMAIC, 5 Why's Analysis, Kano Model, Importance Performance Analysis, Perbaikan Layanan, Servqual. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. 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: | Sa'adatul Maulidiyah |
| Date Deposited: | 14 Aug 2021 08:50 |
| Last Modified: | 14 Aug 2021 13:37 |
| URI: | http://repository.its.ac.id/id/eprint/86391 |
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