Planning to improve the quality of public services using servqual and Quality Function Deployment integration
DOI:
https://doi.org/10.22441/oe.2023.v15.i1.068Keywords:
service system, service quality, quality function deploymentAbstract
Service is any activity that is intended or intended to provide satisfaction to customers, but in fact, there are still several service systems that are always complained about by the community, including the problem of family cards (KK) and identity cards (KTP) because these services are the most dominant in the Sepee District Office. This study aims to obtain the quality of service in the district so that it can be repaired or improved the service system. This study uses the integration of Service Quality (Servqual) with a 5-dimensional approach to service quality, namely Tangibles, Reliability, Assurance, Responsive, and Empathy with the integration of Quality Function Deployment (QFD) to create a development and planning process in setting specifications for community needs and evaluating strengths and weaknesses on the service process. The results of Servqual and QFD integration in this study can be seen from the Q value which is not in accordance with service quality standards, the Q value shows 0.86 meaning that service quality cannot be said to be good because 0.86 ≤ 1. Based on the Cartesian diagram, 8 attributes are found. In quadrant A high-expectation value and low-performance value). According to the community, the highest attribute whose perceived value is low but whose expectation value is high is that service facilities and infrastructure are complete and sophisticated.
Downloads
References
Ahmad, A., Fachry Hafid, M., & Maulida, R. (2018). Studi Analisis Faktor Yang Mempengaruhi Kepuasan Konsumen Berbelanja Pada Indomaret Lajoa Kabupaten Soppeng. Journal of Industrial Engineering Management, 3(2), 8. https://doi.org/10.33536/jiem.v3i2.229
Ahmad, A., & Herdianzah, Y. (2022). Feasibility Analysis of Sinjai’s Special Minas Beverage Production. Jurnal Al-Azhar Indonesia Seri Sains Dan Teknologi, 7(3), 194. https://doi.org/10.36722/sst.v7i3.1276
Alam, Md. S., & Mondal, M. (2019). Assessment of sanitation service quality in urban slums of Khulna city based on SERVQUAL and AHP model: A case study of railway slum, Khulna, Bangladesh. Journal of Urban Management, 8(1), 20-27. https://doi.org/10.1016/j.jum.2018.08.002
Apriani, R., & Nurcahyo, G. W. (2021). Tingkat Kepuasan Pasien RSIA Siti Hawa dalam Upaya Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL). Jurnal Sistim Informasi Dan Teknologi, 150–155. https://doi.org/10.37034/jsisfotek.v3i3.59
Aprianto, T., & Fatah, A. (2021). Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ. Jurnal Rekayasa Sistem Industri, 10(2), 131–144. https://doi.org/10.26593/jrsi.v10i2.4252.131-144
Babbar, C., & Amin, S. H. (2018). A multi-objective mathematical model integrating environmental concerns for supplier selection and order allocation based on fuzzy QFD in beverages industry. Expert Systems with Applications, 92, 27–38. https://doi.org/10.1016/j.eswa.2017.09.041
Fargnoli, M., & Haber, N. (2019). A practical ANP-QFD methodology for dealing with requirements’ inner dependency in PSS development. Computers & Industrial Engineering, 127, 536–548. https://doi.org/10.1016/j.cie.2018.10.042
German, J. D., Redi, A. A. N. P., Prasetyo, Y. T., Persada, S. F., Ong, A. K. S., Young, M. N., & Nadlifatin, R. (2022). Choosing a package carrier during COVID-19 pandemic: An integration of pro-environmental planned behavior (PEPB) theory and service quality (SERVQUAL). Journal of Cleaner Production, 346. https://doi.org/10.1016/j.jclepro.2022.131123
Haktanır, E., & Kahraman, C. (2019). A novel interval-valued Pythagorean fuzzy QFD method and its application to solar photovoltaic technology development. Computers & Industrial Engineering, 132, 361–372. https://doi.org/10.1016/j.cie.2019.04.022
Hamzah, Z. (2021). Strategi Peningkatan Kualitas Pelayanan Baitul Mall Wat Tamwil (BMT) di Kota Pekanbaru Melalui Integrasi Servqual dan Importance Performance Analysis (IPA). Jurnal Tabarru’ : Islamic Banking and Finance, 4.
Jafarzadeh, H., Akbari, P., & Abedin, B. (2018). A methodology for project portfolio selection under criteria prioritisation, uncertainty and projects interdependency – combination of fuzzy QFD and DEA. Expert Systems with Applications, 110, 237–249. https://doi.org/10.1016/j.eswa.2018.05.028
Kurnia, I., Fithri, P., & Lumban Raja, V. (2021). Peningkatan Kualitas Pelayanan Fakultas Teknik Universitas Krisnadwipayana dengan Menggunakan Metode Servqual dan QFD. Jurnal Sains, Teknologi Dan Industri, 18(2), 151–162.
Kurniawan, F., Sitorus, Z., & Oktaviandi, S. (2021). Aplikasi Metode Quality Function Deployment Untuk Sistem Peningkatan Pelayanan Konsumen. In Journal of Science and Social Research (Issue 3). http://jurnal.goretanpena.com/index.php/JSSR
Kusumah, L. H., & Hasibuan, S. (2019). APPLICATION OF SERVQUAL TO IMPROVE LEVEL OF INDUSTRIAL SERVICE IN SOUTH MERUYA WEST JAKARTA. ICCD, 2(1), 355 - 358. https://doi.org/10.33068/iccd.Vol2.Iss1.230
Li, S., Tang, D., & Wang, Q. (2019). Rating engineering characteristics in open design using a probabilistic language method based on fuzzy QFD. Computers & Industrial Engineering, 135, 348–358. https://doi.org/10.1016/j.cie.2019.06.008
Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information and Management, 57(3). https://doi.org/10.1016/j.im.2019.103197
Luke, R., & Heyns, G. J. (2020). An analysis of the quality of public transport in Johannesburg, South Africa using an adapted SERVQUAL model. Transportation Research Procedia, 48, 3562–3576. https://doi.org/10.1016/j.trpro.2020.08.095
Yanti, F., & Murni, T. (2019). Integrasi Servqual dan Model Kano ke dalam QFD Pada Pengukuran Kualitas Pelayanan Paket Pos di PT. Pos Indonesia Cabang Bengkulu. Jurnal Ilmiah Ekonomi Bisnis, 24(3), 262–273. https://doi.org/10.35760/eb.2019.v24i3.2277
Yazdani, M., Kahraman, C., Zarate, P., & Onar, S. C. (2019). A fuzzy multi attribute decision framework with integration of QFD and grey relational analysis. Expert Systems with Applications, 115, 474–485. https://doi.org/10.1016/j.eswa.2018.08.017
Yulianto, E., & Ginanjar, A. (2019). Pembangunan Sistem Informasi Manajemen Diklat Menggunakan Metode Servqual Dalam Upaya Meningkatkan Kualitas Pelayanan Informasi (Studi Kasus: Balai Diklat Metrologi). Media Jurnal Informatika, 11(1). http://jurnal.unsur.ac.id/mjinformatika
Downloads
Additional Files
Published
How to Cite
Issue
Section
License
The copyright to this article is transferred to Universitas Mercu Buana (UMB) if and when the article is accepted for publication. The undersigned hereby transfers any and all rights in and to the paper including without limitation all copyrights to UMB. The undersigned hereby represents and warrants that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required. The undersigned represents that he/she has the power and authority to make and execute this assignment.
We declare that:
1. This paper has not been published in the same form elsewhere.
2. It will not be submitted anywhere else for publication prior to acceptance/rejection by this Journal.
3. A copyright permission is obtained for materials published elsewhere and which require this permission for reproduction.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the exclusive right to reproduce and distribute the article, including reprints, translations, photographic reproductions, microform, electronic form (offline, online) or any other reproductions of similar nature.
The corresponding author signs for and accepts responsibility for releasing this material on behalf of any and all co-authors. This agreement is to be signed by at least one of the authors who have obtained the assent of the co-author(s) where applicable. After submission of this agreement signed by the corresponding author, changes of authorship or in the order of the authors listed will not be accepted.
Retained Rights/Terms and Conditions
1. Authors retain all proprietary rights in any process, procedure, or article of manufacture described in the Work.
2. Authors may reproduce or authorize others to reproduce the Work or derivative works for the authors personal use or for company use, provided that the source and the UMB copyright notice are indicated, the copies are not used in any way that implies UMB endorsement of a product or service of any employer, and the copies themselves are not offered for sale.
3. Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
