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PRIORITAS LAYANAN ADMINISTRASI MENGGUNAKAN METODE FUZZY-SERVQUAL-IPA
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
Keywords
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DOI: http://doi.org/10.25273/kaizen.v6i1.15571
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