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All Journal Jurnal Teknik Industri Terintegrasi (JUTIN)
Ayu Lestari
Universitas Muhammadiyah Riau
Decision Sciences, Operations Research & Management Energy Engineering Industrial & Manufacturing Engineering Mechanical Engineering

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Peningkatan Kualiatas Pelayanan Menggunakan Metode Quality Function Deployment (QFD) (Studi Kasus: Perpustakaan Universitas Muhammadiyah Riau) Dedi Dermawan; Muhammad Qurthuby; Denur Denur; Hendri Ali Ardi; Misral Misral; Japri Japri; Ayu Lestari
Jurnal Teknik Industri Terintegrasi (JUTIN) Vol. 9 No. 3 (2026): July
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jutin.v9i3.59751

Abstract

The library, as an academic information center, is required to provide quality services to enhance user satisfaction. This study aims to analyze and improve the quality of library services using the Quality Function Deployment (QFD) method. A total of 99 respondents, consisting of active library users, were involved through the distribution of questionnaires. The data were analyzed using the Importance Performance Analysis (IPA) method to identify priority attributes, which were then translated into the House of Quality (HOQ) matrix. The results show that aspects such as service speed, availability of updated collections, and internet network stability are the main focuses for improvement. The proposed recommendations include enhancing the collection management system, optimizing digital services, and providing staff training to improve responsiveness and empathy toward users.
Co-Authors Dedi Dermawan, Dedi Denur Denur Hendri Ali Ardi, Hendri Ali Japri Japri Misral Misral Qurthuby, Muhammad