INTEGRASI SERVQUAL DAN MODEL KANO SEBAGAI UPAYA PENINGKATAN KUALITAS PELAYANAN Study Kasus PT. PLN (PERSERO) JASDIK UDIKLAT – PANDAAN
| Main Author: | SHERRY, WITA MAGNOLIA |
|---|---|
| Format: | Thesis NonPeerReviewed |
| Terbitan: |
, 2013
|
| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/15730/ |
| ctrlnum |
15730 |
|---|---|
| fullrecord |
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<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><relation>http://eprints.umm.ac.id/15730/</relation><title>INTEGRASI SERVQUAL DAN MODEL KANO SEBAGAI UPAYA PENINGKATAN KUALITAS PELAYANAN Study Kasus PT. PLN (PERSERO) JASDIK UDIKLAT – PANDAAN</title><creator>SHERRY, WITA MAGNOLIA</creator><subject>T Technology (General)</subject><description>PT. PLN (PERSERO) JASDIK UDIKLAT is a company which concern in his quality of service. But in the fact, there are still many students complaining about the facilities there. So that, the company has to do analysis and improve quality of the problematic attributes. So that, later it can be used as a basic of upgrading proposals for the company. From that condition, it need a method to overcome. The way is by integrating Servqual through the results of GAP and Kano Model as the balance to determine attributes of improvement priorities, that expected to know the attributes of the problem. Of the Servqual process, will be know the process that has the largest GAP. Furthermore, by kano Model, it will be known which attributes that need to be repaired soon. So that, the result of Servqual and Kano can be integrated and classified to handle the improvements. By the calculation of the grand mean, it is discovered that the Servqual value with the largest GAP and weakness are in attribute T8, T5, T6, T3, T4 and T1 as gradually as big as -2.1786, -1.1607, - 0,9286, -0.9821, -0.8393, -0.6607. And with in another hand by Kano Model, the attributes that have category must-be in tangible dimension are T8 and T6. Based on the result of integrating of Servqual methods and Kano Model it is discovered that attributes prioritized first are included in the category of must-be and have the Servqual with the largest negative value, in this study, it is on the attributes which T8 is the additional facilities like ATM machines and attribute T8 that is the extra facilities in the guesthouse like dispensers and a study rooms.</description><date>2013</date><type>Thesis:Thesis</type><type>PeerReview:NonPeerReviewed</type><identifier> SHERRY, WITA MAGNOLIA (2013) INTEGRASI SERVQUAL DAN MODEL KANO SEBAGAI UPAYA PENINGKATAN KUALITAS PELAYANAN Study Kasus PT. PLN (PERSERO) JASDIK UDIKLAT – PANDAAN. Other thesis, University of Muhammadiyah Malang. </identifier><recordID>15730</recordID></dc>
|
| format |
Thesis:Thesis Thesis PeerReview:NonPeerReviewed PeerReview |
| author |
SHERRY, WITA MAGNOLIA |
| title |
INTEGRASI SERVQUAL DAN MODEL KANO SEBAGAI UPAYA PENINGKATAN KUALITAS PELAYANAN Study Kasus PT. PLN (PERSERO) JASDIK UDIKLAT – PANDAAN |
| publishDate |
2013 |
| topic |
T Technology (General) |
| url |
http://eprints.umm.ac.id/15730/ |
| contents |
PT. PLN (PERSERO) JASDIK UDIKLAT is a company which concern in his quality of service. But in the fact, there are still many students complaining about the facilities there. So that, the company has to do analysis and improve quality of the problematic attributes. So that, later it can be used as a basic of upgrading proposals for the company. From that condition, it need a method to overcome. The way is by integrating Servqual through the results of GAP and Kano Model as the balance to determine attributes of improvement priorities, that expected to know the attributes of the problem. Of the Servqual process, will be know the process that has the largest GAP. Furthermore, by kano Model, it will be known which attributes that need to be repaired soon. So that, the result of Servqual and Kano can be integrated and classified to handle the improvements. By the calculation of the grand mean, it is discovered that the Servqual value with the largest GAP and weakness are in attribute T8, T5, T6, T3, T4 and T1 as gradually as big as -2.1786, -1.1607, - 0,9286, -0.9821, -0.8393, -0.6607. And with in another hand by Kano Model, the attributes that have category must-be in tangible dimension are T8 and T6. Based on the result of integrating of Servqual methods and Kano Model it is discovered that attributes prioritized first are included in the category of must-be and have the Servqual with the largest negative value, in this study, it is on the attributes which T8 is the additional facilities like ATM machines and attribute T8 that is the extra facilities in the guesthouse like dispensers and a study rooms. |
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Universitas Muhammadiyah Malang |
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Perpustakaan Universitas Muhammadiyah Malang |
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UMM Institutional Repository |
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MALANG |
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JAWA TIMUR |
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2017-03-21T02:43:25Z |
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