USAHA PENINGKATAN KUALITAS PELAYANAN PERPUSTAKAAN UKRIDA DENGAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD)

Abstract

The library is an institution that collects printed and recorded knowledge and manage them in a special way in order to meet the intellectual needs of its users through a variety of modes in the interaction of knowledge. Currently, many users of Ukrida‘s library said that Ukrida‘s library services can not meet their expectations. The objective of this study is improving the Ukrida‘s library services by using the Servqual and Quality Function Deployment methods. The results show that tangible and reliability dimention have the biggest gap and the variables that need to improve are depanding on others such as the number of locker and internet (multimedia) facilities. Based on House of Quality results, the proposed improvement is checking the condition of the books as well as providing critique and suggestion boxes.

 

Keyword: Servqual, Quality Function Deployment, House of Quality