INTEGRASI METODE KANO DAN QUALITY FUNCTION DEPLOYMENT (QFD) DALAM ANALISIS KEPUASAN TERHADAP KUALITAS PENDIDIKAN DI JURUSAN TEKNIK INDUSTRI

Abstract

Phenomenon of declining the amount of student in Industrial Engineering program in Pelita Harapan University in Surabaya shows that be an indication to repair quality in services to the customers. Student who are the main customer, are object of this research to find the degree of satisfaction and to know the variables which are influence the degree of satisfaction. The methods of collecting data are study of book and communication which is use three questionnaries. The first questionnarie is given to 32 students of Industrial Engineering Program in some of universities that are Pelita Harapan Surabaya University, Surabaya University, Petra Christian University, and Machung University. The second questionnarie is given to 202 active students of Industrial Engineering Program in those universities. The data is analyzed by validity, reliability, normality, population and Kano analyze. The third questionnarie is specialized for 53 students of Industrial Engineering Program in Pelita Harapan University in Surabaya and then is anlyzed by validity, reliability and Quality Function Deployment (QFD) analyze. From this research that knew some of factors which are influence the degree of importance of students from Kano method and degree of satisfaction from QFD method. Through those things, we can be done some of repairing of service quality in Industrial Engineering Program in Pelita Harapan University in Surabaya.