ANALISA KUALITAS LAYANAN PENDIDIKAN MENGGUNAKAN METODE SERVQUAL DAN QFD PADA FAKULTAS TEKNOLOGI INDUSTRI (Studi Kasus: Universitas Bung Hatta)
Abstract
Implementation of quality in education management is emphasizes on improvements to achieve customer needs and satisfaction. The purpose of this study is to determine the variables of educational services so that the quality of education services in the faculty of industrial technology can be improved. identify the level of suitability of educational services provided to students of the faculty of industrial technology by using the service quality method. use the quality function deployment method to determine service priorities to be improved on the service quality of the industrial technology faculty. The research was carried out at the University of Bandung Industrial Engineering Faculty by integrating two different methods, namely Servqual and Quality Function Deployment. Servqual identifies strengths and weaknesses of service quality, Quality Function Deployment translates customer desires into technical responses that can be done by the management of the Industrial Engineering Faculty. The highest priority results show that what should be improved by the campus is the lecturer guiding students, checking periodically and repairing facilities, checking the condition of laboratory facilities and regularly repairing these facilities.
Keywords: Servqual, Quality Function Deployment, Education
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