relation: https://eprints.untirta.ac.id/50155/
title: USULAN PERBAIKAN KUALITAS PELAYANAN PELATIHAN   PRA-KERJA UNTUK MENINGKATKAN KEPUASAN   PESERTA DI PT XYZ
creator: Utami, Salsabila Cahya
subject: H Social Sciences (General)
description: 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.
date: 2025-06-27
type: Thesis
type: NonPeerReviewed
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identifier: https://eprints.untirta.ac.id/50155/10/Salsabila%20Cahya%20Utami_3333210038_Fulltext.pdf
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identifier: https://eprints.untirta.ac.id/50155/1/Salsabila%20Cahya%20Utami_3333210038_01.pdf
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identifier: https://eprints.untirta.ac.id/50155/2/Salsabila%20Cahya%20Utami_3333210038_02.pdf
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identifier: https://eprints.untirta.ac.id/50155/3/Salsabila%20Cahya%20Utami_3333210038_03.pdf
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identifier: https://eprints.untirta.ac.id/50155/4/Salsabila%20Cahya%20Utami_3333210038_04.pdf
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identifier: https://eprints.untirta.ac.id/50155/5/Salsabila%20Cahya%20Utami_3333210038_05.pdf
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identifier: https://eprints.untirta.ac.id/50155/6/Salsabila%20Cahya%20Utami_3333210038_06.pdf
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identifier: https://eprints.untirta.ac.id/50155/7/Salsabila%20Cahya%20Utami_3333210038_Ref.pdf
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identifier: https://eprints.untirta.ac.id/50155/8/Salsabila%20Cahya%20Utami_3333210038_Lamp.pdf
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identifier: https://eprints.untirta.ac.id/50155/9/Salsabila%20Cahya%20Utami_3333210038_CP.pdf
identifier:   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.