ANALISIS KUALITAS JASA LEMBAGA PENDIDIKAN TALENTA BENGKULU DENGAN MENGGUNAKAN METODE QFD

Fiona, Febzi and Trisna, Murni (2012) ANALISIS KUALITAS JASA LEMBAGA PENDIDIKAN TALENTA BENGKULU DENGAN MENGGUNAKAN METODE QFD. Undergraduated thesis, Fakultas Ekonomi UNIB.

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Abstract

The Purpose of this study is to analyze the service quality at educational institutions Talenta Bengkulu to customers who reviewed based on the application of quality function deployment (QFD). The questionnaire was aimed at customers educational institutions Talenta Bengkulu and educational institutions ONMA Bengkulu. Data analysis method used is a method of quality function deployment (QFD). Dimensions of quality of services used is tangibles, reliability, responsiveness, assurance and empathy. Respondents in this research are as many as 60 customers. The sampling technique used in this research was Purposive Random Sampling technique. After processing the data. The results obtained from this study showed that the overall quality of the Talenta Education Institute has been good except for the dimensions of tangibles and empathy that was considered sufficient by learners. Of the QFD (Quality Function Deployment) 3 obtained the order of priority that should be noted that the Talenta Education Institute Talenta give good service, friendly, fast and complete seating of students, Taleta using LCD, computer, and type of air conditioning to support teaching and learning process , Talenta provide information boards.Based on the above, it is recommended that Talenta maintain and improve the services quality at to learners, especially the dimensions of tangibles and emphaty are still considered less.

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