PERBAIKAN KUALITAS LAYANAN PENDIDIKAN DI JURUSAN TEKNIK GRAFIKA DAN PENERBITAN POLITEKNIK NEGERI JAKARTA DALAM MEMENUHI HARAPAN MAHASISWA

Abstract

Abstract. Bearing the title of public universities do not make the Department of
Graphic and Publishing - PNJ can relax in getting prospective students , this can
be seen from the decrease in the number of students who follow the specialization
in the admission of students from year to year. The Department needs to do proper
marketing efforts . One form of marketing that can be done is the Word of Mouth
(WOM) marketing. Word of Mouth Marketing, can only be achieved if students
are satisfied with the services provided. The results of the satisfaction
measurement using SERVQUAL method, students are not satisfied with the
service and the value of the gap all the negative attributes, while based
measurements with IPA and QFD obtained five priority improvement is to
provide a suggestion box for students and accommodate the needs/complaints of
students through the PA (academic supervisor), makes excellent service standards
for each division there, strengthen and expand the internet network and the
existing intercom especially classrooms, complete the number of books, the layout
of the book and reading room and create an e-library system to facilitate the
search, borrow and return books, make plans for the procurement of laboratory
and workshop equipment .
Keywords: education, SERVQUAL, IPA, QFD