Analisis Kualitas Layanan Pada Fakultas Sains Dan Teknologi Menggunakan Metode Zone Of Tolerance, Kano Dan Lean Six Sigma” (Studi Kasus : Fakultas Sains Dan Teknologi Universitas Islam Negeri Alauddin Makassar)”
DOI:
https://doi.org/10.24252/msa.v5i2.4513Abstract
Metode Zone of Tolerance digunakan untuk mengetahui tingkat kualitas layanan saat ini pada masing-masing atribut. Metode Kano turut dilibatkan dalam pengukuran kualitas layanan untuk membantu mengklasifikasikan atribut-atribut layanan sebagai acuan penentuan prioritas tindakan perbaikan yang akan dilakukan. Perbaikan kualitas layanan dapat dilakukan dengan menggunakan tahapan Six Sigma yaitu measure dan analyze. Selain itu, dilakukan pula penggabungan konsep Lean dengan Six Sigma untuk membantu mengeliminasi pemborosan (waste) pada proses sehingga dapat mempercepat proses pelayanan yang diberikan. Berdasarkan hasil penelitian dan pembahasan, dari 13 atribut kualitas layanan mahasiswa menyatakan tidak puas kecuali pada atribut X6 yaitu Kesediaan staf/pegawai dalam meluangkan waktu untuk menanggapi permintaan mahasiswa, mahasiswa menyatakan puas akan layanan tersebut. Dan analisis dari semua metode, atribut yang memenuhi spesifikasi kualitas layanan administrasi akademik Fakultas Sains dan Teknologi yaitu atribut X6. Dilihat dari hasil metode Zone Of Tolerance mahasiswa menyatakan puas akan layanan tersebut , dan hasil dari metode Kano atribut X6 masuk dalam kategori One Dimensional, yang artinya tingkat kepuasan berhubungan linear dengan kinerja atribut. Hal tersebut juga dapat dilihat dari hasil penentuan nilai DPMO dengan tingkat kepuasan mahasiswa sebesar 81%.References
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