Peningkatan Kualitas Layanan Sekolah Menengah Pertama Islam An-Nidhomiyah (SMP-IA) Dengan Pendekatan Service Quality (Servqual) Dan Quality Function Development (QFD)

Aliyulhaq, Mohammad (2016) Peningkatan Kualitas Layanan Sekolah Menengah Pertama Islam An-Nidhomiyah (SMP-IA) Dengan Pendekatan Service Quality (Servqual) Dan Quality Function Development (QFD). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Di era saat ini, semangat untuk memajukan lembaga yang menyediakan jasa pendidikan marak dimana-mana. Oleh karena itu, hasil survey secara wawancara yang telah dilakukan pada seluruh siswa SMP-IA, terdapat beberapa keluhan yaitu Kurangnya sarana dan prasarana, minimnya alat-alat olahraga, minimnya alat-alat praktikum, Sedikitnya kegiatan ekstrakurikuler, Minimnya buku-buku yang berada di perpustakaan, Kurang tegasnya guru BK/BP dalam menindak siswa, dan tidak ada Wifi internet. Metode yang digunakan untuk mengukur kualitas layanan adalah metode Service Quality (servqual) dan Quality Function Deployment (QFD). Servqual digunakan untuk melihat kesenjangan antara harapan dan persepsi pelanggan. Sedangkan usulan perbaikan untuk peningkatan layanan akan diolah dengan menggunakan QFD. Berdasarkan hasil akhir dari penelitian ini didapat urutan prioritas perbaikan di SMP-IA diantaranya: 1.) Memberikan sarana Wifi internet dan Hotspot, 2.) Melengkapi peralatan yang diperlukan di UKS, 3.) Memperluas ruangan kantin dengan ditambah meja dan kursi, 4.) memantapkan jadwal dan pelatih pada ekstrakurikuler, 5.) Mempersingkat proses administrasi pada bagian yang terlalu terbelit-belit. ========== In the current era, the courage to advance education agency that provides services to bloom everywhere. Therefore, the results of the survey interviews that have been conducted on the entire junior high school students-IA, there are some complaints that lack of infrastructure, lack of exercise tools, the lack of tools lab, at least extracurricular activities, lack of books that are in library, Less strictly speaking teachers BK / BP in cracking down on students, and no Wifi internet. The method used to measure the quality of service is a method Service Quality (servqual) and Quality Function Deployment (QFD). Servqual used to look at the gap between customer expectations and perceptions. While the proposal for the improvement of services improvements will be processed using QFD. Based on the final results of this study obtained the order of priority improvements in SMP-IA include: 1.) Provide a means of internet and Wifi Hotspot, 2.) Completing the necessary equipment in the infirmary, 3) Expanding the room plus a cafeteria with tables and chairs, 4. ) establish a schedule and coach in extracurricular, 5.) Shortening administrative processes are too entangled in the bush.

Item Type: Thesis (Masters)
Additional Information: RTMT 658.562 Ali p-1 3100017068846
Uncontrolled Keywords: Kepuasan Pelanggan, lembaga Pendidikan, , Servqual, QFD, Customer Satisfaction, Education institutions, Servqual
Subjects: T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance
Divisions: 61101-Magister Management Technology
Depositing User: - Davi Wah
Date Deposited: 12 Nov 2019 06:57
Last Modified: 12 Nov 2019 06:57
URI: https://repository.its.ac.id/id/eprint/71690

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