ANALISIS KUALITAS LAYANAN (SERVICE QUALITY) DENGAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) PADA KANTOR KECAMATAN WARU KABUPATEN SIDOARJO

Yogy Iyan Purnama

Abstract


ABSTRAK

Ada 6 indikator kualitas layanan (Service Quality) yang diharapkan pengunjung pada pegawai Kantor Kecamatan Waru Kabupaten Sidoarjo yaitu ;kondisi semua ruangan dingin dan nyaman, pegawai dapat bekerja dengancekatan, pengunjung diberikan kesempatan bertanya, pegawai memberikanpetunjuk SOP pelayanan, proses pembuatan surat-surat tepat waktu, pegawaimemberikan konseling jika pengunjung tidak paham. Perbaikan yang dilakukanpegawai untuk meningkatkan kualitas layanan (Service Quality) di KantorKecamatan Waru Kabupaten Sidoarjo dengan metode Quality FunctionDeployment ; Pemberian dan penjelasan estimasi waktu yang wajar, Pengecekanakhir surat-surat, Memberikan pojok layanan terpadu (customer service).
Kata kunci : Service Quality, Quality Function Deployment

ABSTRACT

Data Analysis Methods for using QFD. Conclusions from the analysis of data that ServQual analysis results indicate that the average expectations of theservices provided by employees of the District Office Waru Sidoarjo regencyreached 3.52 and the average reality of services provided by employees of theDistrict Office Waru Sidoarjo regency reached 3.63, so there positive gap of 0.11which means that the fact the quality of service has exceeded the expectations ofvisitors of the District Office Waru Sidoarjo. There are six indicators of quality ofservice (Service Quality) expected visitors at the District Office employees WaruSidoarjo regency namely; the condition of all the rooms cool and comfortable,employees can work with deft, visitors are given the opportunity to ask, employeesprovide services SOP manual, the process of making timely letters, employeecounseling if visitors do not understand. Improvements made employees toimprove the quality of service (Service Quality) at the District Office WaruSidoarjo regency with Quality Function Deployment; Provision and explanationreasonable time estimates, checks the end of letters, corner Providing integratedservices (customer service).
Keywords: Service Quality, Quality Function Deployment


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