HADINATA, ABDILLAH AHMAD (2024) OPTIMALISASI KUALITAS LAYANAN PERPUSTAKAAN DENGAN INTEGRASI FUZZY SERVQUAL – IPA – FUZZY FMEA (Studi Kasus: Teknik Industri Universitas Sultan Ageng Tirtayasa). S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
The Industrial Engineering Department Library at UNTIRTA plays a crucial role in supporting students' academic needs, yet only 78 out of 547 students (14%) use its services. Hypothesized reasons for this low utilization include inconsistent operating hours, an unstructured borrowing system, and limited access. This research aims to identify gaps between expected and actual service quality using fuzzy servqual, IPA, fuzzy FMEA, risk matrix, and benchmarking methods to recommend improvements. Fuzzy servqual results show negative values for all 27 service attributes, with an average gap of -1.03, indicating dissatisfaction. IPA analysis highlights 7 priority attributes needing improvement, including timeliness and facility comfort. Fuzzy FMEA identifies 7 high-risk FRPN values requiring immediate attention. The risk matrix flags 4 attributes in the red zone, demanding corrective actions such as optimizing room layout, adding furniture, managing cleanliness, and improving ventilation. Benchmarking was conducted to ensure ongoing quality improvements, revealing that 2 of the 4 red-zone attributes have the lowest scores compared to other engineering department libraries, reinforcing the need for enhancement.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Perpustakaan Jurusan Teknik Industri UNTIRTA berperan penting dalam mendukung kegiatan akademik mahasiswa, namun hanya 78 orang atau 14% dari total 547 mahasiswa yang memanfaatkan layanan perpustakaan. Beberapa kendala seperti jam operasional yang tidak konsisten, sistem peminjaman yang tidak terstruktur, dan akses terbatas menjadi hipotesis penyebab akan rendahnya pemanfaatan layanan. Penelitian bertujuan mengidentifikasi kesenjangan antara harapan dan realitas layanan perpustakaan dengan metode fuzzy servqual, IPA, fuzzy FMEA, matriks risiko, dan benchmarking untuk memberikan rekomendasi perbaikan dan peningkatan kualitas layanan. Hasil fuzzy servqual menunjukkan seluruh 27 atribut layanan bernilai negatif dengan rata-rata gap -1,03, mencerminkan ketidakpuasan pengunjung. Analisis IPA mengidentifikasi 7 atribut sebagai prioritas perbaikan, termasuk ketepatan waktu pelayanan dan kenyamanan fasilitas. Fuzzy FMEA menemukan 7 nilai FRPN dengan risiko tertinggi yang memerlukan tindakan prioritas. Matriks risiko mengidentifikasi 4 atribut layanan di zona merah yang membutuhkan tindakan korektif, seperti optimalisasi tata letak ruang, penambahan furnitur, pengelolaan kebersihan, dan perbaikan ventilasi. Benchmarking dilakukan untuk memastikan peningkatan kualitas layanan secara berkelanjutan, serta memperkuat posisi perpustakaan Jurusan Teknik Industri dengan menemukan bahwa 2 dari 4 atribut di zona merah memiliki nilai terendah dibandingkan perpustakaan jurusan teknik lain di Fakultas Teknik. | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics T Technology > T Technology (General) |
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| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Abdillah Ahmad Hadinata | |||||||||
| Date Deposited: | 27 Dec 2024 10:21 | |||||||||
| Last Modified: | 27 Dec 2024 10:21 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/44938 |
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