Integrasi metode kano dan Quality Function Deployment (QFD) dalam analisis kepuasan terhadap kualitas pendidikan di jurusan teknik industri

Pramana, Joepan (2011) Integrasi metode kano dan Quality Function Deployment (QFD) dalam analisis kepuasan terhadap kualitas pendidikan di jurusan teknik industri. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Munculnya fenomena penurunan jumlah mahasiswa Jurusan Teknik Industri di Unversitas Pelita Harapan Surabaya menunjukkan adanya indikasi perlunya dilakukan perbaikan kualitas pada pelayanan yang diberikan kepada pelanggannya. Mahasiswa yang menjadi pelanggan utama, dijadikan sebagai obyek penelitian untuk menemukan sejauh mana tingkat kepuasan pelanggan dan mengenali variabel-variabel yang mempengaruhi tingkat kepuasan tersebut. Pengumpulan data dilakukan dengan teknik kepustakaan maupun komunikasi, yaitu dengan menyebarkan tiga kuesioner, kuesioner pertama kepada 32 mahasiswa Jurusan Teknik Industri di beberapa universitas, yaitu Universitas Pelita Harapan Surabaya, Universitas Surabaya, Universitas Kristen Petra dan Universitas Machung. Kuesioner kedua kepada 202 mahasiswa aktif Jurusan Teknik Industri di beberapa universitas tersebut. Data diolah dengan menggunakan analisis validitas, reliabilitas, normalitas, populasi dan Kano. Kuesioner ketiga khusus kepada 53 mahasiswa Jurusan Teknik Industri di Universitas Pelita Harapan Surabaya dan kemudian dilakukan analisis validitas, reliabilitas, dan Quality Function Deployment (QFD). Dari penelitian ini dapat diketahui faktor apa saja yang mempengaruhi tingkat kepentingan mahasiswa melalui metode Kano dan tingkat kepuasan melalui metode QFD. Dengan diketahuinya faktor-faktor tersebut, maka dapat dilakukan perbaikan kualitas pelayanan di Jurusan Teknik Industri di Universitas Pelita Harapan Surabaya. / Phenomenon of declining the amount of student in Industrial Engineering program in Pelita Harapan University in Surabaya shows that be an indication to repair quality in services to the customers. Student who are the main customer, are object of this research to find the degree of satisfaction and to know the variables which are influence the degree of satisfaction. The methods of collecting data are study of book and communication which is use three questionnaries. The first questionnarie is given to 32 students of Industrial Engineering Program in some of universities that are Pelita Harapan Surabaya University, Surabaya University, Petra Christian University, and Machung University. The second questionnarie is given to 202 active students of Industrial Engineering Program in those universities. The data is analyzed by validity, reliability, normality, population and Kano analyze. The third questionnarie is specialized for 53 students of Industrial Engineering Program in Pelita Harapan University in Surabaya and then is anlyzed by validity, reliability and Quality Function Deployment (QFD) analyze. From this research that knew some of factors which are influence the degree of importance of students from Kano method and degree of satisfaction from QFD method. Through those things, we can be done some of repairing of service quality in Industrial Engineering Program in Pelita Harapan University in Surabaya.

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