TY  - THES
N2  - 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.
Y1  - 2025/06/27/
PB  - Fakultas Teknik Universitas Sultan Ageng Tirtayasa
EP  - 155
ID  - eprintuntirta50155
UR  - https://eprints.untirta.ac.id/50155/
A1  - Utami, Salsabila Cahya
M1  - sarjana
TI  - USULAN PERBAIKAN KUALITAS PELAYANAN PELATIHAN 
PRA-KERJA UNTUK MENINGKATKAN KEPUASAN 
PESERTA DI PT XYZ
N1  - 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.
AV  - restricted
ER  -