Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ

The service quality at XYZ High School is still not in accordance as expected. There are still queues for registration, payments, length of academic service, parking capacity, lecture room, library access, security, and etc. This study is conducted to find out the service quality of XYZ high school...

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Autores principales:	Teguh Aprianto, Abdul Fatah
Formato:	article
Lenguaje:	EN ID
Publicado:	LPPM Universitas Katolik Parahyangan 2021
Materias:	service quality, kano, quality function deployment Industrial engineering. Management engineering T55.4-60.8
Acceso en línea:	https://doaj.org/article/ce806742759f420f84729c6fdd902abd
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spelling	oai:doaj.org-article:ce806742759f420f84729c6fdd902abd2021-11-09T02:44:06ZIntegrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ0216-10362339-149910.26593/jrsi.v10i2.4252.131-144https://doaj.org/article/ce806742759f420f84729c6fdd902abd2021-10-01T00:00:00Zhttps://journal.unpar.ac.id/index.php/jrsi/article/view/4252https://doaj.org/toc/0216-1036https://doaj.org/toc/2339-1499The service quality at XYZ High School is still not in accordance as expected. There are still queues for registration, payments, length of academic service, parking capacity, lecture room, library access, security, and etc. This study is conducted to find out the service quality of XYZ high school towards the students' satisfaction. The methods used in this research are the integration method of Servqual, Kano and Quality Function Deployment (QFD), using 5 Servqual dimensions, those are Tangible, Reliability, Responsiveness, Assurance, and Empathy. The gap value of all service attributes provided is negative. It means that the service performance still can't fulfill the students' expectation. Based on the integration calculation of the Servqual, Kano and QFD methods, there are 16 of 31 service attributes need to be improved. The easy attribute in accessing information by online can become priority with the important level of 23.17 by constructing an online integrated information to become the priority technical response which is conducted for the improvement with the percentage of 21.04%.Teguh ApriantoAbdul FatahLPPM Universitas Katolik Parahyanganarticleservice quality, kano, quality function deploymentIndustrial engineering. Management engineeringT55.4-60.8ENIDJurnal Rekayasa Sistem Industri, Vol 10, Iss 2, Pp 131-144 (2021)
institution	DOAJ
collection	DOAJ
language	EN ID
topic	service quality, kano, quality function deployment Industrial engineering. Management engineering T55.4-60.8
spellingShingle	service quality, kano, quality function deployment Industrial engineering. Management engineering T55.4-60.8 Teguh Aprianto Abdul Fatah Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ
description	The service quality at XYZ High School is still not in accordance as expected. There are still queues for registration, payments, length of academic service, parking capacity, lecture room, library access, security, and etc. This study is conducted to find out the service quality of XYZ high school towards the students' satisfaction. The methods used in this research are the integration method of Servqual, Kano and Quality Function Deployment (QFD), using 5 Servqual dimensions, those are Tangible, Reliability, Responsiveness, Assurance, and Empathy. The gap value of all service attributes provided is negative. It means that the service performance still can't fulfill the students' expectation. Based on the integration calculation of the Servqual, Kano and QFD methods, there are 16 of 31 service attributes need to be improved. The easy attribute in accessing information by online can become priority with the important level of 23.17 by constructing an online integrated information to become the priority technical response which is conducted for the improvement with the percentage of 21.04%.
format	article
author	Teguh Aprianto Abdul Fatah
author_facet	Teguh Aprianto Abdul Fatah
author_sort	Teguh Aprianto
title	Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ
title_short	Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ
title_full	Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ
title_fullStr	Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ
title_full_unstemmed	Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ
title_sort	integrasi servqual, kano dan qfd dalam meningkatkan kualitas pelayanan di sekolah tinggi xyz
publisher	LPPM Universitas Katolik Parahyangan
publishDate	2021
url	https://doaj.org/article/ce806742759f420f84729c6fdd902abd
work_keys_str_mv	AT teguhaprianto integrasiservqualkanodanqfddalammeningkatkankualitaspelayanandisekolahtinggixyz AT abdulfatah integrasiservqualkanodanqfddalammeningkatkankualitaspelayanandisekolahtinggixyz
_version_	1718441424842653696

Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ

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