Tamsyi, Annas (2023) Integrasi Servqual dan Six Sigma Pada Kualitas Pelayanan Akademik Jurusan Dan Laboratorium Fakultas Teknik UNTIRTA (Studi Kasus: Teknik Industri). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
![[img]](https://eprints.untirta.ac.id/style/images/fileicons/text.png) |
Text (SKRIPSI)
Annas Tamsyi_3333190043_01.pdf Restricted to Registered users only Download (1MB) |
|
Text (SKRIPSI)
Annas Tamsyi_3333190043_02.pdf Restricted to Registered users only Download (520kB) |
|
Text (SKRIPSI)
Annas Tamsyi_3333190043_03.pdf Restricted to Registered users only Download (374kB) |
|
Text (SKRIPSI)
Annas Tamsyi_3333190043_04.pdf Restricted to Registered users only Download (875kB) |
|
Text (SKRIPSI)
Annas Tamsyi_3333190043_05.pdf Restricted to Registered users only Download (390kB) |
|
Text (SKRIPSI)
Annas Tamsyi_3333190043_06.pdf Restricted to Registered users only Download (296kB) |
|
Text (SKRIPSI)
Annas Tamsyi_3333190043_Fulltext.pdf Restricted to Registered users only Download (2MB) |
|
Text (SKRIPSI)
Annas Tamsyi_3333190043_Ref.pdf Restricted to Registered users only Download (252kB) |
|
Text (SKRIPSI)
Annas Tamsyi_3333190043_Lamp.pdf Restricted to Registered users only Download (1MB) |
|
Text (SKRIPSI)
Annas Tamsyi_3333190043_CP.pdf Restricted to Registered users only Download (63MB) |
Abstract
The Department of Industrial Engineering, Faculty of Engineering, UNTIRTA, provides academic services, including teaching and learning facilities, reliable instructors, responsiveness to student needs, and communication with students. However, for students of the Industrial Engineering Department, both the department and its laboratories have not been able to meet their academic service needs, leading to student dissatisfaction.This research aims to determine the characteristics of quality in the academic services provided by the Industrial Engineering Department and Laboratory, FT. UNTIRTA. The research methodology employs the Servqual concept, which measures the performance of academic services based on assessments from service users, namely students. The academic performance is measured using five dimensions of Servqual: Tangible, Reliability, Responsiveness, Assurance, and Empathy. Additionally, the study applies the Six Sigma method, a quality management system focused on user satisfaction through the measurement of sigma quality levels.Data collection is done through questionnaires distributed to students of the Industrial Engineering Department, FT. UNTIRTA. The research findings indicate a gap between students' expectations and the quality of academic services provided by the Industrial Engineering Department and Laboratory, FT. UNTIRTA. Furthermore, the overall sigma quality level of the services is far from the target of 6 sigma. Priority attributes for improvement include the comfort of learning spaces and practical laboratories. Based on the 5W+1H analysis method, optimal improvement suggestions are provided to address the factors contributing to student dissatisfaction
| Item Type: | Thesis (S1) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
|||||||||
| Additional Information: | Jurusan Teknik Industri FT. UNTIRTA memberikan pelayanan akademik berupa fasilitas belajar mengajar, kehandalan pengajar yang terjamin, respon dan tanggapan jurusan terhadap mahasiswa, serta komunikasi jurusan dengan mahasiswa, namun bagi mahasiswa Jurusan Teknik Industri, baik jurusan dan laboratorium memiliki pelayanan akademik yang belum mampu membuat mahasiswa merasa puas. Penelitian ini bertujuan untuk menentukan karakteristik kualitas dalam pelayanan akademik Jurusan dan Laboratorium Teknik Industri FT. UNTIRTA. Metode penelitian ini menggunakan konsep Servqual yang mengukur kinerja pelayanan akademik berdasarkan penilaian dari pengguna layanan, yaitu mahasiswa. Pengukuran kinerja akademik dilakukan dengan menggunakan lima dimensi konsep Servqual yaitu Tangible, Reliability, Responsiveness, Assurance, dan Empathy. Selain itu, penelitian ini juga menerapkan metode Six Sigma, yang merupakan sistem manajemen mutu yang berfokus pada kepuasan pengguna melalui pengukuran target kelas kualitas sigma. Pengumpulan data melalui kuesioner yang diberikan kepada mahasiswa Jurusan Teknik Industri FT. UNTIRTA. Hasil penelitian ini menunjukkan bahwa terdapat kesenjangan antara harapan mahasiswa dan kualitas pelayanan akademik jurusan dan laboratorium Teknik Industri FT. UNTIRTA. Selain itu, tingkat sigma total kualitas pelayanan masih jauh dari target 6 sigma. Atribut prioritas yang perlu diperbaiki adalah kenyamanan ruang belajar dan kenyamanan ruang praktikum. Berdasarkan analisis menggunakan metode 5W+1H, usulan perbaikan yang optimal diberikan untuk mengatasi faktor-faktor penyebab ketidakpuasan mahasiswa. | |||||||||
| Subjects: | T Technology > T Technology (General) T Technology > TA Engineering (General). Civil engineering (General) |
|||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
|||||||||
| Depositing User: | Mr Annas Tamsyi | |||||||||
| Date Deposited: | 10 Aug 2023 15:57 | |||||||||
| Last Modified: | 10 Aug 2023 15:57 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/28005 |
Actions (login required)
 |
View Item |