Evaluasi Kualitas Layanan ITS Press dengan Integrasi Metode SERVQUAL, QFD, dan FMEA (Studi Kasus: Pelayanan Cetak Buku Tugas Akhir, Tesis, dan Disertasi)

Jariyah, Amilatul (2021) Evaluasi Kualitas Layanan ITS Press dengan Integrasi Metode SERVQUAL, QFD, dan FMEA (Studi Kasus: Pelayanan Cetak Buku Tugas Akhir, Tesis, dan Disertasi). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kualitas layanan adalah upaya pemenuhan kebutuhan dan keinginan konsumen serta ketepatan penyampaian layanan dalam mengimbangi harapan konsumen. Setiap organisasi yang bergerak dibidang pelayanan perlu memperhatikan kualitas layanan untuk mempertahankan eksistensinya dan dapat meningkatkan kepuasan konsumen. Begitu juga dengan ITS Press yang menjadi salah satu unit usaha mandiri bentukan Institut Teknologi Sepuluh Nopember yang berstatus PTN-BH. ITS Press berguna untuk memenuhi kebutuhan internal institusi di bidang produksi percetakan dan penerbitan. ITS Press berinovasi dengan mengembangkan platform yaitu myITS Printing sebagai wadah yang memberikan layanan secara online salah satunya untuk mencetak buku Tugas Akhir. Namun kenyataannya, wisudawan yang melakukan pencetakan buku di ITS Press masih sedikit jika dibandingkan dengan total keseluruhan wisudawan. Padahal hal tersebut dapat menjadi peluang ITS Press dalam meningkatkan kemampuan revenue generation. Tujuan penelitian ini adalah mengukur kualitas pelayanan pencetakan buku, membangun House of Quality (HOQ) untuk menggambarkan performansi pelayanan pencetakan buku, dan memberikan rekomendasi perbaikan dan potensi risiko dalam pelayanan pencetakan buku Tugas Akhir, Tesis, dan Disertasi melalui myITS Printing di ITS Press. Metode penelitian yang digunakan adalah dengan menggunakan metode SERVQUAL, QFD, dan FMEA. Pengumpulan data dilakukan dengan media kuesioner online menggunakan google form dengan jumlah responden 106 sampel yang didasarkan pada atribut SERVQUAL berbasis website pada konsumen cetak buku Tugas Akhir, Tesis, dan Disertasi melalui myITS Printing. Setelah data kuesioner terkumpul, selanjutnya dilakukan uji validitas, reliabilitas, normalitas, dan outliers serta analisis deskriptif. Hasil dari penelitian ini didapatkan 19 atribut kepuasan konsumen cetak buku Tugas Akhir, Tesis, dan Disertasi melalui myITS Printing. Selanjutnya, untuk 9 atribut kepuasan konsumen yang perlu diperbaiki diolah lebih lanjut menggunakan HOQ. Hasil HOQ menunjukkan terdapat 6 langkah perbaikan dengan prioritas utama melakukan penyeragaman spesifikasi, menyediakan FAQ untuk meminimalkan pertanyaan ke admin/customer service jika ada kendala/masalah serta perbaikan sistem tracking dengan estimasi waktu mulai dari pembayaran hingga pengiriman ke perpustakaan dan departemen. Selain itu, terdapat 4 potensi kegagalan yang telah diidentifikasi menggunakan FMEA untuk menentukan potensi kegagalan yang harus dihindari. ===================================================================================================== Service quality is an effort to fulfill the needs and expectations of consumers and the accuracy of service delivery in satisfy consumer expectations. Every organization engaged in service needs to pay attention to service quality to maintain its existence and increase customer satisfaction. Likewise with ITS Press which is one of the independent business units formed by the Institute of Technology Sepuluh Nopember with the status of PTN-BH. ITS Press helps the institutions to meet the internal needs in the field of printing and publishing production. ITS Press innovates by developing a platform, namely myITS Printing as a forum that provides online services, one of which is to print Final Project books. However, in reality, the number of graduates who print books at ITS Press is still small compared to the total number of graduates. Even though this can be an opportunity for ITS Press to increase revenue generation capabilities. The purpose of this study is to measure the quality of book printing services, build a House of Quality (HOQ) to describe the performance of book printing services, and provide recommendations for improvement and potential risks in the service of printing Final Projects, Theses, and Dissertations through myITS Printing at ITS Press. The research method used is the SERVQUAL, QFD, and FMEA methods. Data collection was carried out by online questionnaire using google form with a total of 106 samples of respondents based on the website-based SERVQUAL attribute on customers who printed Final Projects, Theses, and Dissertations through myITS Printing. After the questionnaire data was collected, the validity, reliability, normality, and outliers tests were then carried out as well as descriptive analysis. The results of this study obtained 19 attributes of customer satisfaction printing Final Project, Thesis, and Dissertation books through myITS Printing. Furthermore, for 9 attributes of customer satisfaction that need to be improved further processed using HOQ. The HOQ results show that there are 6 improvement steps with the main priority being to uniform specifications, providing FAQs to minimize questions to admin/customer service if there are problems/problems and improving the tracking system with estimated time from payment to delivery to libraries and departments. In addition, there are 4 potential failures that have been identified using FMEA that should be avoided.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: FMEA, Kualitas Layanan, Percetakan, QFD, SERVQUAL FMEA, Service Quality, Printing, QFD, SERVQUAL
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation
H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control)
Divisions: Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User: Amilatul Jariyah
Date Deposited: 29 Jul 2021 07:05
Last Modified: 29 Jul 2021 07:05
URI: https://repository.its.ac.id/id/eprint/84566

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