Published date: Mar 22 2024

Journal Title: KnE Social Sciences

Issue title: International Conference on Engineering Management and Sustainable Innovative Technology (ICEMSIT)

Pages: 316–324

DOI: 10.18502/kss.v9i10.15738

‎ Tantotanto4615@gmail.comMechanical Engineering Department, Brantas Karangkates Vocational High School, Malang, Indonesia

Ellysa NursantiIndustrial Engineering Department, National Institut of Technology (ITN) Malang, Malang, Indonesia

Dimas Indra LaksmanaIndustrial Engineering Department, National Institut of Technology (ITN) Malang, Malang, Indonesia

An initial survey conducted through interviews with several students and parents found dissatisfaction with school services. This is supported by data on customer dissatisfaction complaints, and there was no effort from the school to fix it; no previous research has focused on this. The purpose of this study was to determine the efforts that can be made to improve the quality of service. The population in this study were grade 12 students. The sampling technique used a questionnaire, while the analysis used was the integration of the Servqual, Kano, and Quality Function Deployment (QFD) methods. The results of the study using the Servqual method obtained 25 service attributes with negative results. While the Kano method obtained 22 important category attributes. Based on the results of the integration of Kano’s service quality method into the QFD method, it was found that 3 attributes became priorities for improvement, namely implementing 5S, holding teacher and employee polls, and adding practical tools. The improvement solution for the Brantas Vocational School is implementing 5S management, conducting regular employee performance assessments by holding polls and adding practical equipment in the department.

Keywords: customer satisfaction, servqual, kano, QFD

[1] Devani V, Kuncoro AA. Strategy for improving the quality of library services at UIN Suska Riau 2. Using the Kano Method. SITEKIN. Journal of Science, Technology, and Industry. 2012;10(1):98–105.

[2] Ruwana I, Hutabarat J. Perancangan Rompi Anti Cidera Berbahan Coir Fiber (Serabut Kelapa) Yang Ergonomis. Proceding Nasional Teknologi. SENATEK; 2015. pp. 673– 80.

[3] Putri NK, Nursanti E, Priyasmanu T. Peningkatan Kualitas Pelayanan Di Polsek Pandaan Menggunakan Metode Service Quality Dan 5R. Jurnal Valtech. 2021 Oct;4(2):57–63.

[4] Parasuraman A, Zeithaml VA, Berry L. SERVQUAL: A Multi-Item Scale for Measuring Consumers’. Perceptions of Service Quality Routledge. 1988;64(1):12–40.

[5] Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. J Mark. 1985 Sep;49(4):41–50.

[6] Yulianto T, Alfaritsy AZ. Quality Improvement s Wok Products Using Six Sigma And Kano Methods. Scientific Journal of Industrial Engineering. 2016;14(2):167–73.

[7] Verdika P, Nursanti E, Priyasmanu T. Tea Glass Product Design Development Using Quality Function Deployment Method To Increase Sales At CV. Tirta Indo. Journal of Technology and Industrial Management. 2016;2(1):10–4.

[8] Kurniawan D, Sari Y, Wahyudi RD. Integration of Servqual, Kano, Kansei Engineering and QFD to Improve Service Quality at Bakmi PGM Restaurant Surabaya. KALIPTRA. 2020;9(1):1–19.

[9] Yanti F, Murni T. Integration of SERVQUAL and Kano Models into QFD on Quality Measurement of Postal Package Services at PT. Pos Indonesia Bengkulu Branch. Scientific Journal of Business Economics. 2019;24(3):262–73.

[10] Abdullah S, Sutanto TE. Statistics Without Stress. TransMedia. South Jakarta; 2015.

[11] Hadi S, Gustopo D, Indra D. Predictive Maintenance Analysis Overhead Crane Machine in PT Bromo Steel Indonesia. Journal of Physics: Conference Series 2020 Jul 1;1569(2):022093

[12] Kano N. Attractive quality and must-be quality. Journal of the Japanese society for quality control. 1984;31(4):147-56.