NOER AMANAH, UMI (2023) USULAN PENINGKATAN KUALITAS PELAYANAN KANTIN HIJRAH FT UNTIRTA MENGGUNAKAN METODE SERVPERF, PGCV DAN TRIZ. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Hijrah FT Untirta Canteen is one of the food and beverage businesses located at the Faculty of Engineering, Sultan Ageng Tirtayasa University. To improve the quality of service that needs to be improved in the canteen, an improvement proposal is made to improve service quality using the SERVPERF, PGCV and TRIZ methods. Data was collected with a questionnaire by active FT Untirta students totaling 97 students and processed using SPSS software on validity and reliability tests and calculations with Microsoft Excel on SERVPERF and PGCV, and making improvement proposals with TRIZ. From the calculation results, the service quality value is 3.64 which means satisfactory. In addition, five attributes were obtained that need to be improved, namely the Hijrah FT Untirta Canteen has a clean and well-maintained toilet, the Hijrah FT Untirta Canteen has a clean and well�maintained hand washing place, the availability of menu books at the Hijrah FT Untirta Canteen, the Hijrah FT Untirta Canteen has tables and chairs that are sufficient in number, clean, and well-maintained and the Hijrah FT Untirta Canteen is comfortable (not hot and not noisy) and proposed improvements that are expected to improve service quality at the Hijrah FT Untirta Canteen.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Kantin hijrah FT Untirta adalah salah satu bisnis food and beverage yang berlokasi di Fakultas Teknik, Universitas Sultan Ageng Tirtayasa. Untuk meningkatkan kualitas layanan yang perlu diperbaiki di kantin, maka dilakukan usulan perbaikan peningkatan kualitas pelayanan dengan metode SERVPERF, PGCV dan TRIZ. Dilakukan pengambilan data dengan kuesioner oleh mahasiswa aktif FT Untirta yang berjumlah 97 mahasiswa dan diolah menggunakan software SPSS pada uji validitas dan reliabilitas serta perhitungan dengan Microsoft Excel pada SERVPERF dan PGCV, dan membuat usulan perbaikan dengan TRIZ. Dari hasil perhitungan diperoleh nilai kualitas pelayanan sebesar 3,64 yang berarti memuaskan. Selain itu, diperoleh lima atribut yang perlu diperbaiki yaitu Kantin Hijrah FT Untirta memiliki toilet yang bersih juga terawat, Kantin Hijrah FT Untirta memiliki tempat cuci tangan yang bersih juga terawat, ketersediaan buku menu di Kantin Hijrah FT Untirta, kantin Hijrah FT Untirta memiliki meja dan kursi yang jumlahnya mencukupi, bersih, dan terawat dan kantin Hijrah FT Untirta yang nyaman (tidak panas dan tidak bising) dan usulan perbaikan yang diharapkan dapat meningkatkan kualitas pelayanan di Kantin Hijrah FT Untirta. | |||||||||
| Uncontrolled Keywords: | kualitas pelayanan metode servperf,pgcv,triz | |||||||||
| Subjects: | H Social Sciences > HA Statistics H Social Sciences > HF Commerce H Social Sciences > HF Commerce T Technology > TA Engineering (General). Civil engineering (General) |
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| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Mrs Umi Noer Amanah | |||||||||
| Date Deposited: | 11 Jul 2023 16:35 | |||||||||
| Last Modified: | 13 Jul 2023 09:56 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/26347 |
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