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ITS » Master Theses » Rekayasa Kualitas S2
Posted by ansi@its.ac.id at 17/10/2011 13:03:09  •  2759 Views


INTEGRASI INTQUAL DAN SERVQUAL UNTUK MENINGKATKAN MUTU PENDIDIKAN TINGGI

INTEGRATION OF INTQUAL AND SERVQUAL TO INCREASE THE QUALITY OF HIGHER EDUCATION SERVICES

Author :
HANDAYANI, NURLALILA ( 2508201003 )




ABSTRAK

Pendidikan Tinggi sebagai salah satu sarana pendidikan yang memberikan pelayanan pendidikan kepada masyarakat memiliki peranan yang sangat strategis dalam mempercepat mutu pendidikan masyarakat oleh karena itu perguruan tinggi dituntut untuk memberikan layanan yang bermutu sesuai dengan standar yang ditetapkan. Untuk dapat memberikan layanan yang bermutu pendidikan tinggi harus dapat menyeimbangkan antara kualitas layanan internal dan eksternal. Permasalahan yang dihadapi dalam penelitian ini adalah bagaimana mengintegrasikan model kualitas layanan internal oleh Hallowel 1998 dan BAN PT 2009 dengan model kualitas layanan eksternal menurut zithaml 1988. Tujuan dari penelitian ini adalah Mendapatkan model INTQUAL untuk perguruan tinggi menguji keterkaitan hubungan antara kualitas layanan internal service capability dan kualitas layanan eksternal memberikan usulan urutan prioritas perbaikan dari hasil perangkingan INTQUAL. Integrasi Model INTQUAL dan SERVQUAL menggunakan 24 variabel dan merupakan suatu model yang komplek sehingga pada penelitian ini menggunakan pendekatan Structural Equation Modeling SEM. SEM dengan bantuan software LISREL 8.50 yang merupakan teknik statistik handal dalam membentuk model struktural structural model dan model pengukuran measurement model untuk mengkaji hubungan kualitas layanan internal service capability dan kualitas layanan eksternal. Hasil penelitian menunjukkan bahwa kualitas layanan internal mempunyai hubungan yang positif dengan service capability dan layanan eksternal. Selain SEM pada penelitian ini digunakan Fuzzy triangular yang digunakan untuk melakukan perangkingan terhadap komponen komponen INTQUAL. Pembobotan INTQUAL digunakan untuk melakukan perhitungan INTQUAL untuk penentuan prioritas perbaikan komponen-komponen internal quality di pendidikan tinggi.


ABSTRACT

Higher education as one of educational institution which gives educational services to the public has strategic roles to accelerate public educational quality therefore higher education is stressed to give good services according to the stated standard. In order to be able to give good services the higher education must be able to balance between its internal and external service quality. The problem which was faced in this research was how to integrate internal service quality model by Hallowel 1998 and National Acreditation Board of Higher Education BAN PT 2009 with internal service quality model by Zithaml 1988. The aims of this research were to get INTQUAL model for higher education to test the relation between internal service quality service capability and external service quality to propose the sequence of remedial priority from INTQUAL ranking. The integration of INTQUAL and SERVQUAL model used 24 variables and that was a complex model so this research used approximation of Structural Equation Modeling SEM. SEM by the help of LISREL 8.50 software is a reliable statistical technique to create structural model and measurement model to study the relationship among internal service quality service capability and external service quality. The results showed that internal service quality had a positive relationship with service capability and external service. Despite of SEM Fuzzy triangular was also used to rank INTQUAL components. INTQUAL weighing was used to calculate INTQUAL to determine remedial priority of internal quality components in higher education.



KeywordsIntegrasi INTQUAL dan SERVQUAL; SEM; Fuzzy Triangular
 
Subject:  Pengendalian mutu
Contributor
  1. Prof. Ir. Moses Laksono Singgih, M.Sc. Ph.D
  2. Ir. Mokh.Suef.M.Sc.(Eng)
Date Create: 10/02/2011
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-Master-3100011043005
Collection ID: 3100011043005
Call Number: RTI 658.562 Han i


Source
Master Thesis, Industrial Engineering, RTI 658.562 Han i, 2011

Coverage
ITS Community

Rights
Copyright @2011 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




[ Download - Open Access ]

  1.  ITS-Master-15508-Abstract_id-pdf.pdf - 358 KB
  2.  ITS-Master-15508-Abstract_en-pdf.pdf - 357 KB
  3.  ITS-Master-15508-Conclusion-pdf.pdf - 706 KB
  4.  ITS-Master-15508-Paper-pdf.pdf - 233 KB




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