Jurnal Jejaring Administrasi Publik
ISSN 2086-3101
Vol. 5 / No. 1 / Published : 2013-08
Order : 6, and page :275 - 282
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Original Article :
Peningkatan kualitas pelayanan pegawai dengan menggunakan integrasi metode importance performance analysis (ipa)-quality function deployment (qfd)
Author :
- Wuri Aranningrum*1
- Mahasiswa Fakultas Ilmu Sosial dan Ilmu Politik
Abstract :
Human Resources is the most influential factor on satisfaction of service users in the service process. Based onthe customer satisfaction index DG Budget for the year 2008-2010, assessed the need for efforts to improve thequality of service of the employee. To improve the quality of services, this study used the method of integrationImportance Performance Analysis (IPA) and the method of Quality Function Deployment (QFD). Of theidentification process employee service attributes, defined 24 service attributes to be assessed by the stakeholders.The results obtained from the IPA showed that the quality of service of the staff DJA still unwell, and established14 service attributes were assessed needs improvement. From the house of quality results, nine technical responsehas obtained as an effort for improving service quality.
Keyword :
service quality, importance performance analysis, quality function deployment,
References :
Gasperz, Vincent,(2011) Total Quality Management untuk Praktisi Bisnis dan Industri 2011 : Vinchristo Publication
Ibrahim, Amin,(2008) Teori dan Konsep Pelayanan Publik Serta Implementasinya 2008 : Mandar Maju
Kotler, P.,& Keller, K.,L.,(2007) Manajemen Pemasaran 2007 : PT INDEKS
Rampersard, Hubert K.,(2003) Total Performance Scorecard 2003 : PT. Gramedia Pustaka Utama.
Robbins, Stephen P. and Decenzo, David A.,(2005) Fundamentals Of Human Resource Management. 2005 : John Wiley & Sons, Inc.
Archive Article
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