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UEU » Undergraduate Theses » Teknik Industri
Posted by [email protected] at 18/04/2018 15:22:43  •  580 Views


EVALUASI DAN PENENTUAN PRIORITAS PERBAIKAN PELAYANAN PROGRAM STUDI DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS (STUDI KASUS PROGRAM STUDI TEKNIK INDUSTRI UNIVERSITAS ESA UNGGUL)

Created by :
NURUL CHAIRAH ( 201321031 )



SubjectPELAYANAN
KUALITAS
ANALISIS
Alt. Subject SERVICE
QUALITY
ANALYSIS
Keywordevaluasi pelayanan
servqual (service quality)
ipa (importance performance analysis)

Description:

Dalam melakukan evaluasi terhadap pelayanan Program Studi. Untuk mengukur tingkat kepuasan mahasiswa terkait kualitas pelayanan program studi. Parasuraman, Zeithmal, dan Berry menciptakan sebuah skala multi-dimensi yang dinamakan SERVQUAL yang mengukur kenyataan/persepsi dan ekspektasi/harapan kualitas jasa dari sudut pandang pelanggan. Selanjutnya harapan dan persepsi mahasiswa tersebut akan dianalisis dengan Importance-Performance Analysis (IPA), dimana harapan yang terdapat pada SERVQUAL akan menjadi importance level (tingkat kepentingan), sedangkan persepsi akan menjadi performance level (tingkat kepuasan). Kedua level tersebut akan di petakan ke dalam matriks IPA. Hasil perhitungan SERVQUAL dan pemetaan IPA ditemukan bahwa yang menjadi prioritas perbaikan pelayanan administrasi Program Studi adalah Atribut 8 yaitu Reliability 4, yang memiliki skor kepuasan terendah yaitu 1,61. Berdasarkan pemetaan IPA, Kuadran I (atribut yang dianggap paling penting namun kualitas pelayanannya masih kurang) yaitu: Atribut 5 (Reliability 1), Atribut 8 (Reliability 4), Atribut 9 (Reliability 5), Atribut 11 (Responsiveness 2), Atribut 13 (Assurance 1), Atribut 17 (Emphaty 1).

Date Create:18/04/2018
Type:Text
Format:PDF
Language:Indonesian
Identifier:UEU-Undergraduate-201321031
Collection ID:201321031


Source :
Undergraduate Theses of Industrial Engineering

Relation Collection:
Fakultas Teknik

Coverage :
Civitas Akademika Universitas Esa Unggul

Rights :
@perpustakaan Universitas Esa Unggul 2018


Publication URL :
https://digilib.esaunggul.ac.id/evaluasi-dan-penentuan-prioritas-perbaikan-pelayanan-program-studi-dengan-menggunakan-metode-service-quality-dan-importance-performance-analysis-studi-kasus-program-studi-teknik-industri-universitas-esa-unggul-10244.html




[ Free Download - Free for All ]

  1.  UEU-Undergraduate-10244-1. COVER.Image.Marked.pdf - 142 KB
  2.  UEU-Undergraduate-10244-02. PENGESAHAN.Image.Marked.pdf - 338 KB
  3.  UEU-Undergraduate-10244-03. SURAT PERNYATAAN.Image.Marked.pdf - 312 KB
  4.  UEU-Undergraduate-10244-04. TANDA LULUS MEMPERTAHANKAN TUGAS AKHIR.Image.Marked.pdf - 321 KB
  5.  UEU-Undergraduate-10244-06. ABSTRAK.Image.Marked.pdf - 205 KB
  6.  UEU-Undergraduate-10244-07. KATA PENGANTAR.Image.Marked.pdf - 260 KB
  7.  UEU-Undergraduate-10244-08. DAFTAR ISI.Image.Marked.pdf - 222 KB
  8.  UEU-Undergraduate-10244-09. DAFTAR TABEL.Image.Marked.pdf - 308 KB
  9.  UEU-Undergraduate-10244-10. DAFTAR GAMBAR.Image.Marked.pdf - 216 KB
  10.  UEU-Undergraduate-10244-11. DAFTAR LAMPIRAN.Image.Marked.pdf - 203 KB
  11.  UEU-Undergraduate-10244-12. DAFTAR PUSTAKA.Image.Marked.pdf - 207 KB
  12.  UEU-Undergraduate-10244-13. LAMPIRAN1.Image.Marked.pdf - 435 KB
  13.  UEU-Undergraduate-10244-14. LAMPIRAN2.Image.Marked.pdf - 423 KB
  14.  UEU-Undergraduate-10244-15. LAMPIRAN3.Image.Marked.pdf - 429 KB
  15.  UEU-Undergraduate-10244-16. LAMPIRAN4.Image.Marked.pdf - 219 KB
  16.  UEU-Undergraduate-10244-17. LAMPIRAN5.Image.Marked.pdf - 431 KB
  17.  UEU-Undergraduate-10244-18. LAMPIRAN6.Image.Marked.pdf - 144 KB
  18.  UEU-Undergraduate-10244-19. BAB I.Image.Marked.pdf - 306 KB

[ FullText Content - Please, register first ]

  1. UEU-Undergraduate-10244-BABII.Image.Marked.pdf - 852 KB
  2. UEU-Undergraduate-10244-BABIII.Image.Marked.pdf - 542 KB
  3. UEU-Undergraduate-10244-BABIV.Image.Marked.pdf - 2110 KB
  4. UEU-Undergraduate-10244-BABV.Image.Marked.pdf - 215 KB

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(importance , (service , analysis) , evaluasi , evaluasi pelayanan , ipa , ipa (importance performance analysis) , pelayanan , performance , quality) , servqual , servqual (service quality)



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