IMPROVING THE QUALITY OF STUDENT SERVICE THROUGH THE SERVQUAL APPROACH - LEAN SIX SIGMA(Case Study at Mathla ul Anwar University Pharmacy Study Program, Banten) 1Veny Agustini Prianggita, 2Jihaduddin, 3Ade Agus Junaedi Mustofa
1,2,3Universitas Mathla^ul Anwar Banten
Abstract
The pharmacy study program at Matlaul Anwar University, Banten, has a very unique problem, namely unsatisfactory service to students. This has a negative impact on the faculty because it causes many complaints from students against officers in the faculty environment. The purpose of this study is to improve the quality of assessment of officers who are in the faculty environment, if there are officers with bad service, they will be given the appropriate punishment. Furthermore, an employee assessment will be carried out with an accurate approach in the calculations that will be used. The method used in this study is the servqual - lean six sigma approach, With the servqual - lean six sigma approach with very accurate calculations that will determine employee performance will be seen. The results of this study are in the form of calculations related to employee assessments, if employees get a bad assessment, they will get a reprimand from the faculty, otherwise if they get a good score, they will get a reward from the faculty.
Keywords: service, students, serqual lean six sigma, pharmacy, matlaul anwar university
