ANALISIS KUALITAS PELAYANAN JASA DENGAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD) (STUDI KASUS PADA LABORATORIUM PEMROGRAMAN KOMPUTER TEKNIK INDUSTRI UPN “VETERAN” JATIM)

RHEZA , KELVIANDI PRATHAMA (2014) ANALISIS KUALITAS PELAYANAN JASA DENGAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD) (STUDI KASUS PADA LABORATORIUM PEMROGRAMAN KOMPUTER TEKNIK INDUSTRI UPN “VETERAN” JATIM). Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.

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      Abstract

      The quality of education is one key factor in the competition between countries in a globalized world . In improving the quality of education there are some things that need to be improved , one of which is a few complaints against the service over a computer lab in the department of industrial engineering UPN " Veteran " Java . Knowing that aims for quality of service , as well as provide suggestions for improvement of service attributes and technical response as a computer lab service quality improvement efforts . The population used as much as 210 data and service quality results obtained in industrial engineering computer lab UPN " Veteran " East Java, there is still less than satisfactory to the practitioner laboratory consists of 3 Gap to be repaired is clean laboratory and arranged neatly with the value ( -1.45 ) , assistant which can easily be reached and the interests of the practitioner with the value ( -1.24 ) , extensive laboratory space with a value of ( -1.16 ) . And some of the attributes that require technical responses include a schedule for the existence of the teaching assistant , teaching assistant and have the ability to guide the practitioner to effectively and efficiently , Optimizing the number of assistants , laboratory software upgrade , availability of equipment for teaching . Keywords: Quality of Service, Servqual, QFD

      Item Type: Thesis (Undergraduate)
      Subjects: H Social Sciences > HD Industries. Land use. Labor > HD9980 Service Industries
      Divisions: Faculty of Industrial Technology > Industrial Engineering
      Depositing User: Fitri Yulianto
      Date Deposited: 27 Aug 2014 15:29
      Last Modified: 27 Aug 2014 15:39
      URI: http://eprints.upnjatim.ac.id/id/eprint/6214

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