ANALISIS KUALITAS PELAYANAN JASA DENGAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD)
(STUDI KASUS PADA LABORATORIUM PEMROGRAMAN KOMPUTER TEKNIK INDUSTRI UPN “VETERAN†JATIM)
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Institusion
Universitas Pembangunan Nasional Veteran Jawa Timur
Author
RHEZA , KELVIANDI PRATHAMA
Subject
HD9980 Service Industries
Datestamp
2014-08-27 08:39:10
Abstract :
The quality of education is one key factor in the competition between countries in a globalized world . In improving the quality of education there are some things that need to be improved , one of which is a few complaints against the service over a computer lab in the department of industrial engineering UPN " Veteran " Java . Knowing that aims for quality of service , as well as provide suggestions for improvement of service attributes and technical response as a computer lab service quality improvement efforts . The population used as much as 210 data and service quality results obtained in industrial engineering computer lab UPN " Veteran " East Java, there is still less than satisfactory to the practitioner laboratory consists of 3 Gap to be repaired is clean laboratory and arranged neatly with the value ( -1.45 ) , assistant which can easily be reached and the interests of the practitioner with the value ( -1.24 ) , extensive laboratory space with a value of ( -1.16 ) . And some of the attributes that require technical responses include a schedule for the existence of the teaching assistant , teaching assistant and have the ability to guide the practitioner to effectively and efficiently , Optimizing the number of assistants , laboratory software upgrade , availability of equipment for teaching . Keywords: Quality of Service, Servqual, QFD
The quality of education is one key factor in the competition between countries in a globalized world . In improving the quality of education there are some things that need to be improved , one of which is a few complaints against the service over a computer lab in the department of industrial engineering UPN " Veteran " Java . Knowing that aims for quality of service , as well as provide suggestions for improvement of service attributes and technical response as a computer lab service quality improvement efforts . The population used as much as 210 data and service quality results obtained in industrial engineering computer lab UPN " Veteran " East Java, there is still less than satisfactory to the practitioner laboratory consists of 3 Gap to be repaired is clean laboratory and arranged neatly with the value ( -1.45 ) , assistant which can easily be reached and the interests of the practitioner with the value ( -1.24 ) , extensive laboratory space with a value of ( -1.16 ) . And some of the attributes that require technical responses include a schedule for the existence of the teaching assistant , teaching assistant and have the ability to guide the practitioner to effectively and efficiently , Optimizing the number of assistants , laboratory software upgrade , availability of equipment for teaching . Keywords: Quality of Service, Servqual, QFD
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