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All Journal Journal of Engineering and Management in Industrial System Jurnal Informasi dan Teknologi Journal of Vocational Education Studies (JOVES) STEAM Engineering : Journal of Science, Technology, Education And Mechanical Engineering Jurnal Ilmiah Kanderang Tingang Parta: Jurnal Pengabdian Kepada Masyarakat Jurnal Pengabdian Masyarakat Bhinneka
Wiyogo Wiyogo
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Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Economics, Econometrics & Finance Education Energy Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Mechanical Engineering Public Health Social Sciences Other

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INTEGRASI SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT UNTUK PENGUKURAN KUALITAS LAYANAN (STUDI KASUS: PROGRAM STUDI PENDIDIKAN TEKNIK MESIN, UNIVERSITAS PALANGKA RAYA) Wiyogo, Wiyogo; Surachman, Surachman; Soenoko, Rudy; Setyanto, Nasir Widha
JEMIS (Journal of Engineering & Management in Industrial System) Vol. 1 No. 1 (2013)
Publisher : Industrial Engineering Department, Faculty of Engineering, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jemis.2013.001.01.4

Abstract

Services in Program Studi Pendidikan Teknik Mesin (PSPTM) still has drawbacks, among other complaints for cleanliness wc, and class. This indicates or identifies a student dissatisfaction against poor service. Service has 5 dimensions, namely tangible dimension, responsiveness, reliability, assurance, empathy is to be seen to solve the existing problems. Analytical techniques is used SERVQUAL approach and Quality Function Deployment (QFD). Calculation results gap between perception and expectation would then be prioritized using the Pareto principle to acquire the attributes which are important for repair. In the academic service attributes availability of toilets has the highest gap value at -2,70 , while at the administrative service, on-time attendance officer has a gap value of -1,74. From the House of Quality on academic services obtained 33 attributes as recommendations for improvements such as fixing a broken toilet, maximize existing bandwidth. Meanwhile, in the administrative services generated 21 attributes priority, such as scheduling workers, implementing SOP service, encourage officers to be more proactive in serving students. 
Co-Authors Agung Samudra Ahmad Eko Suryanto Br Barus, Dwike Nirmalasari Theresia Dalimunthe, Selvia Yolanda Debora Debora Desvarado Sinamulang Duling, Jhonni Rentas Galfri Siswandi Galfri Siswandi, Galfri Harie Satiyadi Jaya Husnatarina, Fitria Jackson Pasini Mairing Jeremy Imanuel Segah Langlang Buana Wijaksono Lumbantobing, Marko Ayaki Maria Ulfah Muhammad Hudan Rahmat Nahan, Vontas Alfenny Nasir Widha Setyanto Nugroho, Septian Aji Nurul Huda Perkasa, Petrisly Prayoga, Aldi Wira Ratna Pancawati Rifo Fachrezzy Riska Ovany Rizca Annur Hadya Rudy Soenoko Rudy Soenoko Saragih, Heppy Maya Sari Setiawan, Firman Sri Murwantini Sukardi Sukardi Sukardi Supriyadi Supriyadi Supriyadi Supriyadi Surachman Surachman Surachman Surachman Trio Al Khafi Vontas Alfenny Nahan Widiastuti, Lusia Yesninopy