Utami, Salsabila Cahya (2025) USULAN PERBAIKAN KUALITAS PELAYANAN PELATIHAN PRA-KERJA UNTUK MENINGKATKAN KEPUASAN PESERTA DI PT XYZ. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
The key to winning business competition is providing quality services that meet customer needs and create satisfaction. The decrease in the number of trainees by 51.33% is an indication of low customer satisfaction. This study aims to provide suggestions for improving the quality of pre-employment training services at PT XYZ by using the Fuzzy Servqual method, Importance Performance Analysis (IPA), Quality Function Deployment (QFD), and the 5W+1H approach. The Fuzzy Servqual method is used to measure the gap between participants' expectations and satisfaction with 24 service attributes. The results of the analysis showed an average gap value of -0.17, which indicates that there is still dissatisfaction. IPA analysis identified 6 priority attributes. These attributes were then used as the basis for the preparation of the House of Quality (HoQ) in the QFD method and resulted in 10 improvement proposals, 5 of which were top priority. Furthermore, the action plan of the proposal was formulated using the 5W+1H approach.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Kunci dalam memenangkan persaingan bisnis adalah memberikan layanan berkualitas yang mampu memenuhi kebutuhan pelanggan dan menciptakan kepuasan. Penurunan jumlah peserta pelatihan sebesar 51,33% menjadi indikasi rendahnya kepuasan peserta. Penelitian ini bertujuan memberikan usulan perbaikan kualitas layanan pelatihan pra-kerja di PT XYZ dengan menggunakan metode Fuzzy Servqual, Importance Performance Analysis (IPA), Quality Function Deployment (QFD), serta pendekatan 5W+1H. Metode Fuzzy Servqual digunakan untuk mengukur kesenjangan antara harapan dan kepuasan peserta terhadap 24 atribut layanan. Hasil analisis menunjukkan rata-rata nilai gap sebesar -0,17, yang mengindikasikan masih adanya ketidakpuasan. Analisis IPA mengidentifikasi 6 atribut prioritas. Atribut-atribut tersebut kemudian dijadikan dasar dalam penyusunan House of Quality (HoQ) pada metode QFD dan menghasilkan 10 usulan perbaikan, 5 di antaranya menjadi prioritas utama. Selanjutnya, rencana aksi dari usulan tersebut dirumuskan menggunakan pendekatan 5W+1H. | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Ms Salsabila Cahya Utami | |||||||||
| Date Deposited: | 30 Jun 2025 02:02 | |||||||||
| Last Modified: | 30 Jun 2025 02:02 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/50155 |
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