ANALISIS KUALITAS LAYANAN PERPUSTAKAAN KAMPUS B UNIVERSITAS AIRLANGGA MELALUI INTEGRASI IMPORTANCE PERFORMANCE ANALYSIS (IPA), DAN MODEL KANO SERTA USULAN PERBAIKANNYA MENGGUNAKAN CAUSE AND EFFECT DIAGRAM
ABSTRACT: The aims of this
study to identify the attributes of existing service quality on B Campus
Library of Airlangga University as well as determine the level of priority
level of each need by integrating models and Kano methods, Importance
Performance Analysis, furthermore, it also identyifying the root causes of the
three attributes of service quality on B Campus Library of Airlangga University
were entered into the forth kuadrant by using Cause and Effect Diagram, and
give recommendation for improvement based on problems identification by Cause
and Effect Diagram. The approach used in this research is a qualitative approach with the kind of
descriptive research. Data used are primary and secondary data. Analysisi data
used descriptive analysis with the help of IBM SPSS Statistics 20 and Microsoft
Office Excel.
This research used 23 atributes of service quality. The result of the
classification of data qith kano’s mode; stated that 22 atributes of service quality. The results of the
classification of data with Kano's model stated that 22 atributes are included
into attractive category. Because none of attributes were included into the
indifferent category, all of the attributes can be used in the integration of
Kano's model and IPA methods. From the integration, comes three attributes of
service quality that included into concentrate here area; the availbility of
fast connection wifi and internet facilities, friendly, polite, orderly, and
neat in officer services, and the availability of clean toilet facilities.
The root of the problem cause the lack of quality in three attributes
identified by Cause and Effect Diagram based on interviews with the B Campus
Library of Airlangga University and also based on the author's observation
results. Based on the identification of the three atributes with the quality of
service, proposed recommendation to fix problem on each attributes. The
recommendation includes several root of the problem, such as man, methods,
equipment, and environment
Keyword: Service Quality of B
Campus Library of Airlangga University, Kano's model, Importance-Performance
Analysis, and Cause and Effect Diagram
Penulis: Fatorahman, Yetty Dwi
Lestari
Kode Jurnal: jpmanajemendd151546
