Peningkatan Mutu Pelayanan Sistem Kinerja Dosen di Kopertais Wilayah IV Surabaya
DOI:
https://doi.org/10.15642/manova.v5i1.749Keywords:
Service Quality, QFD, Customer Satisfaction, KanoAbstract
Kopertais Wilayah IV Surabaya adalah sebuah Lembaga negara di bawah kementrian Agama yang tugas dan fungsinya secara administratif melayani Perguruan Tinggi Keagamaan Islam Swasta di JawaTimur, salah satunya pelayanan jabatan fungsional dosen, pelayanan jabatan fingsional ini dilakukan secara daring dan menggunakan sistem informasi ketenagaan. Tujuan penelitian ini adalah untuk mengevaluasi kualitas pelayanan di Kopertais Wilayah IV kepada dosen PTKIS dan sebagai sarana untuk merekomendasikan tindakan yang mungkin dilakukan kepada manajemen dan bagian ketenagaan dalam upaya perbaikan pelayanan kedepanya. Mengintegrasikan metode Servqual, Kano Model dan Quality Function Deployment (QFD) untuk mengukur kualitas atribut-atribut pelayanan Sistem Ketenagaan kopertais IV. Penelitian ini menunjukkan tingkat kepuasan pengguna yang rendah terhadap kualitas layanan Kopertais IV saat ini, dan selanjutnya diidentifikasi atribut-atribut yang diperlukan untuk perbaikan. Sebagai Hasil akhir, House of Quality Berhasil dibangun untuk mengusulkan prioritas perbaikan yang sistematis dan terukur yang harus dilakukan Kopertais Wialayah IV untuk memenuhi kebutuhan dan keinginan pengguna Sistem Kenetenagaan yang berkualitas.
ABSTRACT
Kopertais Wilayah IV Surabaya is a state institution under the Ministry of Religion whose duties and functions are administratively to serve Private Islamic Religious Universities in East Java, one of which is the service for functional positions of lecturers. The purpose of this study was to evaluate the quality of service at Kopertais Wilayah IV Surabaya to PTKIS’s lecturers and as a means to recommend possible actions to management and the workforce in an effort to improve services in the future. The approach involves integrating the Servqual, Kano Model and Quality Function Deployment (QFD) methods to measure the quality of service attributes of the Ketenagaan Kopertais IV. This research shows a low level of user satisfaction with the current quality of Kopertais IV services, and further identifies the attributes needed for improvement.
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