Abdul Rahim, . (2024) INTEGRASI METODE SERVQUAL DAN QFD (QUALITY FUNCTION DEPLOYMENT) UNTUK PERBAIKAN KUALITAS LAYANAN PADA PESANTREN XYZ. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Among the determining factors of a nation's progress is the quality of education. With a good education process, it is expected that the population of a country will have above average abilities and have better morals and have a broader perspective in thinking and solving a problem. One form of educational institution in Indonesia is the Islamic boarding school. Unlike schools in general, an islamic boarding school not only manage formal education programs, but also manage other processes. This is a sign that the demands and requests for quality services from students will be greater than non-Islamic boarding schools. Research conducted at the XYZ Islamic Boarding School found that the XYZ Islamic Boarding School had not implemented service improvements based on the Voice of Customer. Therefore, to maximize service quality, XYZ Islamic Boarding School needs to pay attention to five dimensions of service quality, namely: tangibles (physical evidence), reliability, responsiveness, assurance and empathy. One way to find out how high the level of customer satisfaction is using the SERVQUAL and QFD (Quality Function Deployment) methods. SERVQUAL is used to find and address service gaps and is the basis for formulating and then complemented with the application of QFD, the purpose of which is to clarify the action plan that must be carried out. Furthermore, the results of the study obtained 19 service attributes that need to be improved and recommendations according to the results of the analysis with SERVQUAL and QFD.
| Item Type: | Thesis (Tesis) |
|---|---|
| Additional Information: | [No. Panggil: 2110121045] [Pembimbing: Yudi Nur Supriadi] [Ketua Penguji: Zaroni] [Penguji 1: Acim Heri Iswanto] [Penguji 2: Febriana Wurjaningrum] |
| Uncontrolled Keywords: | SERVQUAL (Service Quality), QFD (Quality Function Deployment), Voice of Customer, Service Improvement Proposals, Islamic Boarding School |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management L Education > L Education (General) |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2) |
| Depositing User: | ABDUL RAHIM |
| Date Deposited: | 09 Sep 2024 02:35 |
| Last Modified: | 09 Sep 2024 02:35 |
| URI: | http://repository.upnvj.ac.id/id/eprint/33189 |
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