G-Tech : Jurnal Teknologi Terapan
Vol 7 No 4 (2023): G-Tech, Vol. 7 No. 4 Oktober 2023

Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Edutor Balikpapan Dengan Service Quality Dan Quality Function Deployment (QFD)

Fariidah Rahmah Deviyani (Institut Teknologi Kalimantan, Indonesia)
Sigit Rahmat Rizalmi (Institut Teknologi Kalimantan, Indonesia)
Faishal Arham Pratikno (Institut Teknologi Kalimantan, Indonesia)

Article Info

Publish Date
02 Oct 2023

Abstract

Service quality in tutoring is the main thing to consider. Tutoring needs to adjust to customer desires to maintain competition with competitors. This study aims are conducted the service quality gap based on customer perceptions and expectations, and determine the priority of technical responses. The method used are Service Quality and Quality Function Deployment (QFD) method. The result showed negative gap value in each dimension of service quality. The priority orders of technical responses are 1.) Availability of Standard Operating Procedure (SOP) etiquette, 2.) Annual evaluation of tutor and employee performance, 3.) Tutor competency training program, 4.) Edutor information updates to tutors and employees, 5.) Reduce overly convoluted administrative processes, 6.) Report from clients on the attitude and ethics of tutors and staff, 7.) Sheets for writing start and end times, 8.) Lesson plan outline guidelines, 9. ) Supporting facilities for learning.

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Journal Info
G-Tech : Jurnal Teknologi Terapan
Website

Abbrev

g-tech

Publisher

Universitas Islam Raden Rahmat Malang

Subject

Computer Science & IT Decision Sciences, Operations Research & Management Energy Engineering

Description

Jurnal G-Tech bertujuan untuk mempublikasikan hasil penelitian asli dan review hasil penelitian tentang teknologi dan terapan pada ruang lingkup keteknikan meliputi teknik mesin, teknik elektro, teknik informatika, sistem informasi, agroteknologi, ...