HOUSE OF QUALITY SEBAGAI PENGENDALIAN KUALITAS LAYANAN DI LEMBAGA PENDIDIKAN MUHAMMADIYAH
Abstract
Penelitian bertujuan untuk mengidentifikasi karakteristik kualitas layanan
yang diharapkan oleh stakeholder dalam mendapatkan layanan, yang menentukan
gap antara kualitas yang dirasakan dan kualitas layanan yang diharapkan oleh
stakehoders serta rencana tujuan peningkatan kualitas layanan di Pendidikan
Perguruan Muhammadiyah. Metode yang digunakan dalam penelitian ini adalah
menggunakan pendekatan Quality Function Deployment (QFD), dengan
menentukan atribut layanan dengan Model Servpref. Secara umum, kuisioner
terdapat tiga informasi yang akan di dinilai yakni Klasifikasi Responden, Tingkat
Kepentingan dan Tingkat Kepuasan Pelanggan. Hasil pengolahan data dari
penyebaran kuisioner kemudian menggunakan pengembangan House of Quality
(HOQ). Hasil penelitian menunjukkan bahwa perbaikan kualitas layanan
pendidikan di Perguruan Muhammadiyah menggunakan metode QFD sesuai
dengan harapan para stakeholder. Tahapan pelaksanan QFD yang telah
dilaksanakan di Perguruan Muhammadiyah dengan menggunakan Model Serpref
adalah Aspek non-akademik, Aspek Akademik, Reliability, dan Empaty. Tahapan
metode QFD dilaksanakan dengan pembuatan checklist dan pembutan matriks
house of quality.
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