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

2021 ◽  
Vol 10 (2) ◽  
pp. 131-144
Author(s):  
Teguh Aprianto ◽  
Abdul Fatah
Keyword(s):  
High School ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Integration Method ◽  
Service Performance ◽  
Quality Function ◽  
Lecture Room ◽  
Students Satisfaction ◽  
Access Security

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%.

MANAJEMEN KUALITAS JASA PERAWATAN MOTOR DENGAN METODE SERVQUAL, QUALITY FUNCTION DEPLOYMENT DAN MODEL KANO

2017 ◽  
Vol 11 (1) ◽  
pp. 61
Author(s):  
Risky Ramadhano ◽  
Anjar Priyono
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Performance ◽  
House Of Quality ◽  
Model Quality ◽  
Managerial Implication ◽  
Quality Function ◽  
Kano’S Model ◽  
The Relationship

The objective of this paper is to investigate the attributes of services at a scooter maintenance centreand how to improve the attributes. As many as 40 customers participated in this study to identify theattributes. The instrument was developed through a combination of literature review, interview focusgroup discussion. Unlike many other studies that assume a linear relationship between servicesattributes and customer satisfaction, this study considers the relationship as non-linear. For thisreason, this study does not only use Service Quality (SERVQUAL) Model but also Kano’s Modelwhich was combined with Quality Function Deployment. The analysis demonstrated that there were13 attributes required by customers of which 4, 5 and 4 were categorised as attractive, onedimensional and must-berespectively according to Kano’s Model. Managerial implication and futureresearch recommendation are also presented at the end of the paper.Keywords: Service quality, Kano’s Model, Quality Function Deployment, Service Performance, Voiceof Customer, House of Quality

The effect of role stress, job satisfaction, self-efficacy and nurses’ adaptability on service quality in public hospitals of Wajo

2017 ◽  
Vol 9 (2) ◽  
pp. 184-202 ◽  
Author(s):  
Abdul Rahman Kadir ◽  
Najmi Kamariah ◽  
Ariyanti Saleh ◽  
Ratnawati Ratnawati
Keyword(s):  
Job Satisfaction ◽  
Quality Of Service ◽  
Service Quality ◽  
Role Conflict ◽  
Self Efficacy ◽  
Quality Function Deployment ◽  
Role Ambiguity ◽  
Quality Function ◽  
Content Type

Purpose This study aimed to determine the effect of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability and improvement in service quality by analysis of quality function deployment. Design/methodology/approach This study used a cross-sectional study design. The research sample of 115 nurses and 299 patients was obtained through the use of probability sampling techniques. Data were statistically analyzed using Spearman’s test to see the correlation between independent and dependent variables. Kruskal–Wallis and one-way ANOVA were used to see the differences and quality function deployment analysis was conducted to improve service quality. Findings The study concluded there is influence of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability. There are differences in role ambiguity in the inpatient unit, critical room and the emergency room. Practical implications The quality of service in the hospital can be improved by evaluating the behavior of nurses on the quality of service perceived by the patient. In addition, the necessary improvement of discipline and commitment between physicians and nurses in improving the quality of services at the hospital. Originality/value With this measure, the management of nursing at the hospital can translate patient’s needs into specific plans to produce products and services that bring together the needs of the patient to service quality.

scholarly journals PENERAPAN MODEL INTEGRASI FUZZY SERVQUAL-IPA-QFD DALAM ANALISIS KUALITAS LAYANAN STASIUN GAMBIR

2021 ◽  
Vol 5 (1) ◽  
pp. 181
Author(s):  
Ronald Sukwadi ◽  
Priskilla Putri Josua ◽  
Hendy Tannady
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Public Transportation ◽  
Quality Function Deployment ◽  
Railway Station ◽  
Quality Function ◽  
Transportation Service ◽  
To Receive ◽  
Central Station

Public transportation has been regarded as one of the most sustainable forms of transport in Indonesia. Indonesian Railways serves as one of choice transportation mode and the biggest transportation service company. Gambir Central Station is the busiest railway platform where large number of people spend considerable amount of time, while waiting to board a train, alighting from a train, to receive/ send off a passenger, or to buy a ticket. The passengers must have a satisfactory experience of the amenities available at platforms, irrespective of their duration or purpose of stay at a railway station. This study aims to assess the satisfaction level of the passengers and to improve the existing service quality of the station. The integrated model of fuzzy SERVQUAL, IPA and QFD is applied in this study. The fuzzy SERVQUAL is used to assess the level of passengers’ satisfaction. Furthermore, the Importance Performance Analysis (IPA) method is used to find out the attributes that must be improved. The Quality Function Deployment (QFD) method is used to determine the appropriate efforts/strategies to improve those attributes. To meet the passengers’ needs, Gambir Central Station should install a hygiene signboard, conduct training of officers, and add greening areas. Keywords: Service quality, Fuzzy SERVQUAL, IPA, QFD, Railway station AbstrakAngkutan umum telah dianggap sebagai salah satu bentuk transportasi paling berkelanjutan di Indonesia. Kereta Api Indonesia menjadi salah satu moda transportasi pilihan dan perusahaan transportasi terbesar. Stasiun Gambir adalah stasiun tersibuk di mana banyak orang menghabiskan banyak waktu, menunggu untuk naik kereta, turun dari kereta, keluar/masuk penumpang, atau membeli tiket. Penumpang harus memiliki pengalaman yang memuaskan tentang fasilitas yang tersedia di stasiun, terlepas dari durasi atau tujuan mereka tinggal di stasiun kereta api. Penelitian ini bertujuan untuk menilai tingkat kepuasan penumpang dan meningkatkan kualitas pelayanan stasiun yang ada. Model terintegrasi fuzzy SERVQUAL, IPA dan QFD diterapkan dalam penelitian ini. Fuzzy SERVQUAL digunakan untuk menilai tingkat kepuasan penumpang. Selanjutnya, Importance Performance Analysis (IPA) digunakan untuk mengetahui atribut-atribut yang harus ditingkatkan. Metode Quality Function Deployment (QFD) digunakan untuk menentukan upaya/strategi yang tepat untuk memperbaiki atribut tersebut. Untuk memenuhi kebutuhan penumpang, Stasiun Gambir harus memasang papan tanda kebersihan, melakukan pelatihan petugas stasiun, dan melakukan penambahan area penghijauan.

scholarly journals ATRIBUT-ATRIBUT YANG MENJADI PRIORITAS UNTUK PENINGKATAN KUALITAS LAYANAN DI PATRA SEMARANG CONVENTION HOTEL

2012 ◽  
Vol 12 (2) ◽  
pp. 95
Author(s):  
ARIES SUSANTY ◽  
ARIEF CHANDRA PUTRA BUANA
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Quality Of Services ◽  
Quality Function ◽  
Consumer Complaints ◽  
Performance Matrix ◽  
New Information

This paper is the result of a research that aimed to evaluate the quality of services at Patra Semarang Convention Hotel by using the Service Quality (SERVQUAL) and ImportancePerformance Matrix, and provide corrective suggestions for improving service quality on some priority attribute by using Quality Function Deployment (QFD) in order to clarify the follow-up should be done to close the gap that happened between acceptable and what is expected by thecustomer. In this paper, evaluation of service quality is assessed through five gaps (gap 1untill gap 5) that occurred. This evaluation is done by distributing questionnaires to customers (110 respondents) and to the employee (85 respondents). Then, the results of these evaluation are placed in the quadrants contained on Importance Performance Matrix (IPM) (mapped) in order to capture the attributes that really matter to the satisfaction of the customers but their performance is still very low (negative). Result of this mapping shows that the Patra Semarang Convention Hotel should focus its quality improvement services to the five important attributes, i.e: easiness to access the information from internet, clarity of delivery of new information by employee, cleanliness of the hotel, availability of adequate parking area, and speed of employees in responding to the consumer complaints. All this important attributes will be a priority in product planning for improvements the quality of services provided.

KUALITAS LAYANAN SISTEM PERIJINAN PERDAGANGAN ONLINE INATRADE DI KEMENTERIAN PERDAGANGAN

2014 ◽  
Vol 8 (2) ◽  
pp. 269-290
Author(s):  
Asmirawati Ismail
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Service Level ◽  
Online Service ◽  
Trading System ◽  
Technical Problems ◽  
Quality Function ◽  
Technical Factors ◽  
Ministry Of Finance

Proses pelayanan yang berkualitas, transparan dan cepat merupakan nilai penting yang diharapkan oleh pelaku-pelaku ekonomi termasuk eksportir dan importir. Sistem perijinan perdagangan online INATRADE Kementerian Perdagangan perlu melakukan peningkatan . Dalam menggunakan sistem INATRADE, eksportir dan importir mengharapkan mendapatkan pelayanan yang cepat dan transparan karena mempengaruhi waktu proses dan biaya yang harus dikeluarkan pada aktivitas perdagangan. Penelitian ini menilai kualitas pelayanan  sistem perijinan perdagangan online INATRADE dengan menggunakan metode Service Quality, dan perbaikan apa yang perlu dilakukan pada sistem INATRADE dalam meningkatkan kualitas pelayanan yang diberikan kepada eksportir dan importir berdasarkan tingkat kepuasan pengguna jasa dengan menggunakan metode Quality Function Deployment. Pengguna sistem perijinan perdagangan online INATRADE tidak puas dengan layanan yang diberikan sehingga diperlukan perbaikan atau peningkatan kualitas pada sistem INATRADE online. Kementerian Perdagangan mengoptimalkan pelaksanaan service level arragement sebagai janji layanan yang sudah ditetapkan pada Permendag No. 28/M-DAG/6/2013 karena sampai saat ini belum terlaksana 100%, peningkatan kemampuan Sumber Daya Manusia terutama dalam memberikan solusi terkait dengan kebijakan yang berlaku, serta pengaplikasian dan pengesahan dokumen secara digital. Penerapan digitalisasi dokumen dan pengesahan secara digital, memerlukan koordinasi dengan Kementerian terkait yaitu Kementerian Informasi dan Informatika, dan  Kementerian Keuangan terutama Bea dan Cukai. The quality of process services, transparent, and fast are important value which expected by economics including exporters and importers. Online service trade licencing system INATRADE Ministry of Trade needs to increase. Transparent processing and fast service is considered to be the key by exporters and importers because its effected to whole trade activities. This study assessess the quality of online service trading system INATRADE using Service Quality method, and using using Quality Function Deployment to indicating the need for improving technical factors of the INATRADE. It finds that INATRADE users are not satisfied with the service, then the system need to improve to reach the quality of service. The Ministry of Trade has to implementation the service level arrangement which is the target level set by Permendag No.28 / M-DAG / 6/2013. It needs to upgrade human resources capability, especially in solving technical problems, and implementing document verification with digital system to save time, cost, and manpower. With respect to digitalization, the Ministry of Trade needs to coordinate closely with the Ministry of Information Technology and the Ministry of Finance, especially Customs Office.

scholarly journals Pengembangan Kualitas Pelayanan Produk Telekomunikasi Selular Diatas Kapal Menggunakan Metode Service Quality & Quality Function Deployment

2016 ◽  
Vol 12 (1) ◽  
pp. 293
Author(s):  
Maya Arlini Puspasari ◽  
Nia Kurniasih
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Providers ◽  
Quality Function ◽  
Five Dimensions ◽  
Customer Expectations ◽  
The People ◽  
Telecommunications Company

The need for telecommunications, including the category of primary need for the people of Indonesia, one of the important aspects that need to be considered by the telecommunications company is a technological innovation that can cover all of Indonesia to outlying places, not only telecommunications on land even when in the middle of the ocean though. With Cellular Telecommunications Company cooperation to support the availability of telemetry, then develop into the greatest benefit is the availability of the Mobile phone network for the passengers on board, to continue to innovate and deliver the best to customers, the service providers must continue to improve quality. Research conducted using the SERVQUAL method to measure the quality of service based on the five dimensions of service quality by analyzing gaps that occurs due to a mismatch between customer expectations and perceptions of the quality of service received. In this study wants and expectations of consumers translated into House of Quality in Quality Function Deployment. Results of research propose using strategy value to get priority repairs according to the company's abilityKeywords: Product Telecommunication, SERVQUAL, Quality Function Deployment, Quality Improvement

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