RANCANGAN KUALITAS PELAYANAN UNIT BPPT ENJINIRING DENGAN INTEGRASI SERVQUAL, IPA DAN KANO MODEL DALAM MODEL QFD

Abstract

Abstract. BPPT as a Non-Government Organization (LPNK) that one work unit
below it is the Technology Service Center/BPPT Enjiniring as a Public Service
Agency (BLU) at the Agency for the Assessment and Application of Technology
(BPPT) is a form of willingness to perform services or dissemination of
technology institutional engineering capabilities in delivering goods and services.
This study aims to determine the attributes of what services are needed Customers
and performance attributes of service quality, to analyze the differences between
the perceptions and expectations of the customers on the quality of existing
services (the level of customer satisfaction), and determine the form of planning
in improving the quality of service with HoQ (servqual) and HoQ Kano. This
study uses four methods: Servqual, IPA, Kano Model and QFD. After calculation
of the obtained data shows that the gap the average score obtained from the 35
service attributes is -0.06. There are 5 main technical response that needs to be
done by BPPT Enjiniring management in an effort to improve the quality of
service is: the work of partner received correctly, proper and lawful, Services
straightforward, easy to understand and easy to implement, Implementation of the
work can be completed on time have been determined, the Environment must
orderly, organized, provided a comfortable waiting room, clean and tidy, and the
development of consumer claims handling section
Keywords: Servqual, IPA, Kano Model, QFD, House of Quality, BPPT
Enjiniring