PERBAIKAN KUALITAS LAYANAN DENGAN IMPLEMENTASI METODE SERVQUAL, KANO DAN QFD PADA PERPUSTAKAAN UBAYA
Abstract
Intisari - Dalam rangka meningkatkan kualitas layanan pada Perpustakaan UBAYA dilakukan penelitian dengan mengimplementasi metode Servqual, Kano dan House Of Quality (HOQ) yang merupakan salah satu tahapan dari Quality Function Development (QFD). Tujuan dari implementasi ini untuk mengetahui tingkat kepuasan mahasiswa, tingkat kepentingan serta karakteristik atribut layanan yang diberikan Perpustakaan UBAYA, mengetahui atribut yang perlu mendapat prioritas perbaikan agar dapat meningkatkan kualitas layanan Perpustakaan UBAYA serta upaya yang bisa direkomendasikan untuk perbaikan atribut layanan sehingga dapat meningkatkan kepuasan pengguna perpustakaan UBAYA yang didapat dari voice of customer. Hasil penelitian ini menunjukkan bahwa terdapat 12 atribut layanan yang tingkat kepuasannya rendah dan tingkat kepentingan negatif berdasarkan metode Servqual. Masing-masing atribut layanan tersebut dilakukan pengkategorian berdasarkan persepsi pengguna perpustakaan menggunakan metode Kano. Namun yang dilakukan perbaikan hanya 11 atribut layanan yang berkategori must be, attractive dan one dimensional yang memiliki tingkat kepuasannya rendah yang dianalisis untuk mendapatkan langkah perbaikan. Untuk menentukan langkah perbaikan prioritas digunakan alat bantu HOQ pada 8 atribut layanan berkategori one dimensional dan attractive. Dari HOQ didapat 5 langkah perbaikan prioritas dan 4 langkah perbaikan tambahan yang dapat diterapkan di Perpustakaan UBAYA. Sedangkan langkah perbaikan untuk 3 atribut layanan berkategori must be hanya perlu dilakukan pengadaan.
Kata Kunci: Servqual, Kano, HOQ, QFD, Langkah Perbaikan.
Abstract - In order to improve the service quality at the UBAYA’s library by implementing the method of Servqual, Kano and House Of Quality (HOQ) which is one of the stages of the Quality Function Development (QFD). The purpose of this implementation is to determine the level of student satisfaction, the level of interest and the characteristic attributes of the services provided by UBAYA’s library, find out the attributes that needs to be priorities in order to improve the quality of library services at UBAYA and the effort that can be recommended for the improvement of service attributes that can improve user satisfaction UBAYA library obtained from the voice of user. The results of this study indicate that there are 12 attributes of the low level of satisfaction about the services and the negative interest rate based on the method Servqual. Each of these service attributes is categorized based on user perception of the library using the method of Kano. However, only data that categorized as must be, attractive and one dimensional that will be improved. Only 11 attributes categorized in must be, 7 attributes categorized in one dimensional and 1 attributes categorized in attractive that have lower levels of satisfaction were analyzed to find out the needed improvement steps. To determine the prioriti corrective measures used HOQ tools for 8 service attributes categorized in one dimensional and attractive. From HOQ, obtained 5 step improvement prioritized and 4 additional corrective measures that can be applied in the UBAYA’s library. While corrective measures for 3 service attributes categorized in must be only need necessary procurement.
Keywords: Servqual, Kano, HOQ, QFD, Step Repair.
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References
Kay C. Tan Theresia A. Pawitra, (2001),"Integrating SERVQUAL and Kano’s Model into QFD for Service Excellence Development", International Journal of Managing Service Quality:, Vol. 11 Iss 6 pp. 418 - 430
Wijaya, Tony, 2011, Manajemen Kualitas Jasa: Desain Servqual, QFD, dan Kano: Disertai Contoh Aplikasi dalam Kasus Penelitian. PT Indeks. Jakarta.
http://bpsdmkp.kkp.go.id/apps/perpustakaan/?q=node/74
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