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Increasing Customer Satisfaction Using Integration Of Service Quality, Kano and Quality Function Deployment 1Mechanical Engineering Department, Brantas Karangkates Vocational High School Abstract Abstrak. The results of the initial survey through interviews with several students and parents of students found dissatisfaction with school services, there was a big difference between ideal and actual conditions. This is supported by data on customer dissatisfaction complaints and there has been no effort from the school to fix it, no previous research has focused here. So that this research is important to do for the survival of this educational institution so that it can still exist amid a lot of competition between schools. 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 involved 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 showing 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. This solution was chosen because of the high importance of how. Keywords: Customer Satisfaction, Servqual, Kano, QFD Topic: Quality Control and Management |
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