PENERAPAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT DALAM UPAYA PENINGKATAN PELAYANAN PENDIDIKAN KEPADA MAHASISWA FAKULTAS TEKNIK UNIWA

Abstract

The research took a case study in the UNIWA technical department on the efforts of the enhanced education service. The data treated in this study is obtained through the observation, questionnaires, and interview. Next, data tested with tire covalent and reliable. The subject of this research is the educational provider which includes professors and faculty members. And a customers at this research is a UNIWA engineering student.

 The research aim to analiyze the disparity between services that consumers hope for and consumers satisfaction with the service. And known service attributes and high priority service improvement in this improvements. The search for problem of the consumers is flagged throught the SERVQUAL method. According to expectations and consumers satisfaction, however, its possible to obtain high priority and custom made service from the QFD method. Based on data analysis, it can be concluded that the overall service attribute is negative with the value of -0,64 this indicated yhat service given by the UNIWA engineering faculty, it still cloud not meet the expectation students. The dimension of the service that at least cannot meet taht expectations of students is dimension of responsiveness. This is evidenced by the highest SERVQUAL score of -1,063. The SERVQUAL score of the responsiveness dimension has the highest value among the other five service dimension. Futhermore, throught data processing using the QFD method, the normalized raw weight (NRW) value of the voice of customer attribute can be obtained. From this study, the highest NRW value is the x24 tribute about the feasibility of the lecturebuilding which has a score of 0,0788. This means that the x24 attribute has the highest priority for improvement by the UNIWA engineering faculty.