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All Journal JPM17: Jurnal Pengabdian Masyarakat Jurnal Ilmiah Teknik Industri Jurnal IPTEK Kaizen : Management Systems and Industrial Engineering Journal Prosiding Seminar Nasional Sains dan Teknologi Terapan Matrik : Jurnal Manajemen dan Teknik Industri Produksi JURMATIS : Jurnal Manajemen Teknologi dan Teknik Industri Jurnal Senopati : Sustainability, Ergonomics, Optimization, and Application of Industrial Engineering Industrika : Jurnal Ilmiah Teknik Industri Prosiding Seminar Nasional Teknologi Industri Berkelanjutan Jurnal Taguchi : Jurnal Ilmiah Teknik dan Manajemen Industri Jurnal Pengabdian Masyarakat dan aplikasi Teknologi
Ni Luh Putu Hariastuti
Jurusan Teknik Industri, Fakultas Teknologi Industri, Institut Teknologi Adhi Tama Surabaya
Arts Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Mechanical Engineering Social Sciences Other

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Journal : Kaizen : Management Systems and Industrial Engineering Journal

 1 
PRIORITAS LAYANAN ADMINISTRASI MENGGUNAKAN METODE FUZZY-SERVQUAL-IPA Johan Alfian Pradana; Ni Luh Putu Hariastuti; Lukmandono Lukmandono
KAIZEN : Management Systems & Industrial Engineering Journal Vol 6, No 1 (2023)
Publisher : Universitas PGRI Madiun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25273/kaizen.v6i1.15571

Abstract

Service are often found everywhere, up to universities. This system is closely related to the quality of administrative services for semester fee transactions. The quality of existing services has not answered the strategic proposal appropriately. For this reason, this study proposes improving service quality using fuzzy tools - IPA - Servqual. Fuzzy has the opportunity to improve the objectification of user needs, IPA sets quadrant maps accurately and Servqual as a tool to develop competitive service proposals. This research was conducted by gathering 100 respondents to validate and consistency of Servqual items. The process of using the tool is carried out to map the right quadrant for the proposal. There are priority attributes in the RLB3 code applying the Liability Based on Fault Principle, RSP2 provides the role of an academic complaint service, RSP5 conducts intense communication between staff and users, ASR2 conducts career paths and career management for staff, ASR3 implements a Work Uniform schedule, ASR4 imposes motivating sanctions, ASR5 provides the role of academic complaint services, EPT1 conducts intense communication between staff and users,  EPT3 applies 3S standards to user arrivals, and EPT5 in service performance evaluations every 3 months. This research prioritizes the categorized attributes in quadrant I and the development needs technical responses. Keywords: administration, fuzzy, IPA, Servqual ABSTRAK Layanan sering dijumpai di manapun, hingga Perguruan Tinggi. Sistem ini erat hubungannya dengan kualitas layanan administrasi untuk transaksi biaya semester. Kualitas layanan yang ada belum menjawab usulan strategis secara tepat. Untuk itu, penelitian ini mengusulkan perbaikan kualitas layanan menggunakan alat fuzzy- IPA- Servqual. Fuzzy berpeluang untuk meningkatkan obyektifikasi kebutuhan pengguna, IPA menetapkan peta kuadran secara akurat dan Servqual sebagai alat untuk menyusun usulan layanan yang kompetitif. Penelitian ini dilakukan dengan menghimpun 100 responden untuk dilakuka validasi dan konsistensi item Servqual. Dilakukan proses menggunakan alat tersebut untuk memetakan kuadran yang tepat untuk usulannya. Terdapat atribut prirotas pada kode RLB3 menerapkan Liability Based on Fault Principle, RSP2 memberikan peran layanan pengaduan akademik, RSP5 melakukan komunikasi intens antara staff dengan pengguna, ASR2 melakukan jenjang karier dan manajemen karier bagi staff, ASR3 menerapkan jadwal Seragam Kerja, ASR4 memberlakukan sanksi yang memotivasi, ASR5 memberikan peran layanan pengaduan akademik, EPT1 melakukan komunikasi intens antara staff dengan pengguna, EPT3 menerapkan standar 3S terhadap kedatangan pengguna, dan EPT5 dalam  evaluasi kinerja layanan selama 3 bulan sekali. Penelitian ini dengan memprioritaskan atribut yang terkategorisasi pada kuadran I dan pertingnya pengembangan dengan respon teknis. Kata kunci:  administrasi, fuzzy, IPA, Servqual  
Co-Authors Ahmaad Efendik Akhmad Iqbal Fauzia Alfikri, Gustaf Anindya Rachma Dwicahyani Arnas Rizkia Hidayat Arya Krisna Putra, I Gede Bamban Handriyanto Bayu Rizki Kristanto Bayu Rizki Kristanto, Bayu Rizki Cahya, Rony Nur Crizyela Amelia Rafika Octavia Ledoh Daryanto Daryanto Dwi Rifki Ardiansyah Dwi Rifki Ardiansyah, Dwi Rifki Dwicahyani, Anindya Rachma Edwin Bayu Kurniawan Efendik, Ahmaad Eko Budi Prassetyo Elia Fardiya Endang Puji Kurniawati Evi Yuliawati Fandi Pratama Putra Fardiya, Elia Fauzia, Akhmad Iqbal Gustaf Alfikri Hakiki Bagus Sajiwo Hidayat, Arnas Rizkia I Gede Arya Krisna Putra Johan Alfian Pradana Johan Alfian Pradana Kurniawan, Edwin Bayu Kurniawati, Endang Puji Lukmandono Muhammad Abdul Hafizh Ni Komang Sukmawardani Novi Wahyuningtias Prassetyo, Eko Budi Putra, Fandi Pratama Rahajeng Triwidayat Utami ricky imanuel pongsamma Rio Sulthan Ramadhan Risep Khairul Umam Rizki Dwi Atmojo Rony Nur Cahya Rony Prabowo Sentono Fristian Yulis Tianto Suhartini - suparjo itats Suparto Suparto Teguh Arfianto Tyas Septia Nova Ulfa Dwi Ariyanti Umam, Risep Khairul Utami, Rahajeng Triwidayat Wawan Setyo Yogi Indra Kusuma