eprintid: 50155
rev_number: 28
eprint_status: archive
userid: 22527
dir: disk0/00/05/01/55
datestamp: 2025-06-30 02:02:30
lastmod: 2025-06-30 02:02:30
status_changed: 2025-06-30 02:02:30
type: thesis
metadata_visibility: show
creators_name: Utami, Salsabila Cahya
creators_id: 3333210038
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_name: Ulfah, Maria
contributors_name: Sonda, Atia
contributors_id: 196702112001122001
contributors_id: 199209232020122008
corp_creators: UNIVERSITAS SULTAN AGENG TIRTAYASA
corp_creators: FAKULTAS TEKNIK
corp_creators: TEKNIK INDUSTRI
title: USULAN PERBAIKAN KUALITAS PELAYANAN PELATIHAN 
PRA-KERJA UNTUK MENINGKATKAN KEPUASAN 
PESERTA DI PT XYZ
ispublished: pub
subjects: H1
divisions: FT
divisions: Industri
full_text_status: restricted
note: 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.
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.
date: 2025-06-27
date_type: published
pages: 155
institution: Fakultas Teknik Universitas Sultan Ageng Tirtayasa
department: TEKNIK INDUSTRI
thesis_type: sarjana
thesis_name: sarjana
citation:   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.   
document_url: https://eprints.untirta.ac.id/50155/10/Salsabila%20Cahya%20Utami_3333210038_Fulltext.pdf
document_url: https://eprints.untirta.ac.id/50155/1/Salsabila%20Cahya%20Utami_3333210038_01.pdf
document_url: https://eprints.untirta.ac.id/50155/2/Salsabila%20Cahya%20Utami_3333210038_02.pdf
document_url: https://eprints.untirta.ac.id/50155/3/Salsabila%20Cahya%20Utami_3333210038_03.pdf
document_url: https://eprints.untirta.ac.id/50155/4/Salsabila%20Cahya%20Utami_3333210038_04.pdf
document_url: https://eprints.untirta.ac.id/50155/5/Salsabila%20Cahya%20Utami_3333210038_05.pdf
document_url: https://eprints.untirta.ac.id/50155/6/Salsabila%20Cahya%20Utami_3333210038_06.pdf
document_url: https://eprints.untirta.ac.id/50155/7/Salsabila%20Cahya%20Utami_3333210038_Ref.pdf
document_url: https://eprints.untirta.ac.id/50155/8/Salsabila%20Cahya%20Utami_3333210038_Lamp.pdf
document_url: https://eprints.untirta.ac.id/50155/9/Salsabila%20Cahya%20Utami_3333210038_CP.pdf