Rachmaniah, Maya (2023) Analisis dan Evaluasi Kualitas Jasa Menggunakan Integrasi Metode Servqual, Model Kano dan QFD (Studi Kasus : PLTU Pacitan). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
PLTU Pacitan merupakan salah satu pembangkit milik PT PLN (Persero) yang operasi dan pemeliharaannya dikelola oleh PT PJB dengan skema asset management contract. Pencapaian service level agreement (SLA) PLTU Pacitan merupakan yang terendah pada periode tahun 2018 sampai dengan 2021. Untuk itulah, penelitian ini mengambil obyek peningkatan kualitas jasa operasi dan pemeliharaan pada PLTU Pacitan dengan harapan dapat menjadi referensi kerangka kerja untuk peningkatan kualitas jasa operasi dan pemeliharaan. Penelitian ini menggunakan integrasi metode Service Quality, Kano Model dan Quality Function Deployment (QFD) yang memberikan kelebihan yang tidak didapatkan jika masing-masing metode digunakan secara individu. Penggabungan Servqual dengan Model Kano membuat prioritisasi atribut jasa menjadi lebih baik. Sedangkan integrasi kedua model dengan QFD membuat perencanaan program perbaikan kualitas menjadi lebih sistematis. Hasil penelitian menunjukkan bahwa seluruh atribut memiliki Gap yang negatif, hal ini menunjukan bahwa layanan jasa operasi dan pemeliharaan PLTU Pacitan masih belum baik, dimana jumlah Gap terbesar ada pada dimensi Responsiveness dan Reliability. Dari hasil pengklasifikasian atribut-atribut pelayanan menggunakan Kano Model, diketahui ada 25 atribut pelayanan yang termasuk ke dalam kategori penting, dimana 3 atribut masuk kategori M (Must-be), 20 atribut masuk kategori O (One Dimensional), dan 2 atribut masuk kategori A (Attractive). Selanjutnya dengan menggunakan House of Quality, direkomendasikan 10 program perbaikan yang menjadi fokus Manajemen PT PJB dari 16 Technical Requirements yang merupakan program peningkatan kualitas jasa operasi dan pemeliharaan PLTU Pacitan.
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Pacitan Coal Fired Power Plant (CFPP) is one of the power plants owned by PT PLN (Persero) whose operation and maintenance are managed by PT PJB with an asset management contract scheme. The achievement of the service level agreement (SLA) of Pacitan CFPP is the lowest in the period 2018 to 2021. For this reason, this study takes the object of improving the quality of operation and maintenance services at Pacitan CFPP in the hope that it can become a reference framework for improving the quality of operation and maintenance services. This study uses the integration of the Service Quality, Kano Model, and Quality Function Deployment (QFD) methods which provide advantages that cannot be obtained if each method is used individually. Integrating Servqual with the Kano Model makes service attribute prioritization better. Meanwhile, the integration of the two models with QFD makes quality improvement program planning more systematic. The results of the study show that all attributes have a negative gap. This indicates that the operation and maintenance services of the Pacitan CFPP are still not good, where the largest number of gaps is in the Responsiveness and Reliability dimensions. From the results of classifying service attributes using the Kano Model, it is known that there are 25 service attributes that fall into the important category, where 2 attributes fall into the A (Attractive) category, 20 attributes fall into the O (One Dimensional) category, and 3 attributes fall into the M category (Must-be). Furthermore, 10 improvement program are recommended to be the focus of PT PJB Management from 16 Technical Requirements which are generated from House of Quality output which can improve the quality of operation and maintenance services for the Pacitan CFPP.
Item Type: | Thesis (Masters) |
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Uncontrolled Keywords: | Jasa Operasi dan Pemeliharaan, Operation and Maintenance Service, Servqual, Model Kano, Quality Function Deployment (QFD) |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control) |
Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
Depositing User: | MAYA RACHMANIAH |
Date Deposited: | 27 Jan 2023 05:22 |
Last Modified: | 27 Jan 2023 05:22 |
URI: | http://repository.its.ac.id/id/eprint/95724 |
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