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USULAN PENINGKATAN KUALITAS LAYANAN PERPUSTAKAAN MENGGUNAKAN INTEGRASI SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (Studi Kasus UPT. Perpustakaan Universitas X)

PRANDIKO, MUHARMA PUGUH (2013) USULAN PENINGKATAN KUALITAS LAYANAN PERPUSTAKAAN MENGGUNAKAN INTEGRASI SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (Studi Kasus UPT. Perpustakaan Universitas X). Other thesis, University of Muhammadiyah Malang.

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Abstract

Quality of service in a service industry is one of the requirements that must be met service industry. One case in the field of education today has become one of the main objectives to build a service industry related to educational needs such as libraries. Then carried out research that aims to look at the lack of libraries in terms of quality of service and will be able to improve the quality of library services. The method used in this study using servqual integration and quality function deployment. Result of the negative servqual be integrated into customer needs which is the initial stage of making house of quality. So that QFD can be used to translate customer requirements into technical specifications given in designing the new process after knowing customer needs and gaps that occur in servqual. The following assessment is based on three attributes of service that should be done by increasing the library because it has the highest value of the technical response based on the analysis of HOQ shelving periodically, giving the code / number in the rack that are not re-code and do count and calculate the corresponding formula book SPPT SNP.

Item Type: Thesis (Other)
Subjects: T Technology > T Technology (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering (26201)
Depositing User: Halimatus Zahroh
Date Deposited: 07 Feb 2015 02:34
Last Modified: 07 Feb 2015 02:34
URI : http://eprints.umm.ac.id/id/eprint/15821

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