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All Journal Jurnal Ilmiah Mahasiswa FEB Unes Law Review Jurnal Agritechno Technologia: Jurnal Ilmiah JURNAL TEKNIK Journal of the Indonesian Medical Association : Majalah Kedokteran Indonesia Sinteks Journal of Sustainable Technology and Applied Science Jurnal Sosial dan Humanis Sains Jurnal Teknik Elektro eProceedings of Management Jurnal Pengabdian Masyarakat
Andri Susanto
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Journal : Journal of Sustainable Technology and Applied Science

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ANALYSIS OF STUDENT SERVICE QUALITY WITH SERVQUAL METHOD, QFD, AND CONTINUOUS IMPROVEMENT Susanto, Andri; Nursanti, Ellysa; Vitasari, Prima
Journal of Sustainable Technology and Applied Science (JSTAS) Vol. 5 No. 2 (2024): Journal of Sustainable Technology and Applied Science, November 2024
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat, Institut Teknologi Nasional (ITN) Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36040/jstas.v5i2.7130

Abstract

Sekolah Tinggi Teknik (STT) Malang is one of College in Malang City. Service quality problems that students complain about include academic services, wi-fi facilities, and facility issues. This study aims to determine the current student service mapping with the SERVQUAL method, applicative suggestions based on the QFD method, and service improvements based on continuous improvement methods. The research was conducted by distributing questionnaires randomly to 250 students. The results showed that the attributes of adequate motorcycle parking space, wifi/internet facilities, the ease of students submitting academic complaints, and the ease of submitting complaints on facilities were the main priorities for improvement. The main priority for improvement is educational services, such as providing face-to-face facilities and online media for submitting academic complaints.
Co-Authors Abas, Muhamad Abdul Hakim Adi, Anas Firman Afriyansyah, Riki Ahmad Luqman Hakim, Ahmad Luqman Ahmat Josi Alfiana, Yulia Eva Alwin, Wanarani Anishya, Maria Apriansyah, Sandy Adam Aulia, Risfa Ayuningtyas, Syella Aditya Azis, Abdillah Bustomi, Mohamad Dudi Pratomo Ellysa Nursanti Estiningrum, Diyah Palupi Febrianto, Dany Henni Kusumastuti Insani, Choerul Istiqomah, Kholifatun Kavadya Syska Khirnika, Asvi Lies Kumara Dewi Maskuri, Khasan Meyana, Yulanda Elis Muhammad Ilyas Najib, Akmal Auladi Nurhayati, Asti Dewi Pranoto, Restu Aji Saripwijaya Pratama, Ilham Prima Vitasari Priya Sahita, Panji Pudjihardjo, M Qodriyah, Laelatul Rahadi W, Didit Rahmatiar, Yuniar Riansyah, Bima Rini Aprilia, Rini Ropiudin . Sabah, Rafie Fazri sabili, Ridha Sadi, Sumardi Saifudin, Fahmi Subekti, Ilyas Sukesi, Rina Wahdah, Fatimah Widjanantie, Siti Chandra Wulandari Ciptaningtyas, Ariesta Zahroh, Inarotul