SISTEM INFORMASI TOTAL QUALITY MANAGEMENT UNTUK PENILAIAN MUTU PESANTREN MENGGUNAKAN FUZZY-SERVQUAL

FAIZAH, Arbiati and Syafei, Wahyul Amien and Isnanto, R. Rizal (2017) SISTEM INFORMASI TOTAL QUALITY MANAGEMENT UNTUK PENILAIAN MUTU PESANTREN MENGGUNAKAN FUZZY-SERVQUAL. Masters thesis, School of Postgraduate.

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Abstract

Pesantren sebagai sebuah lembaga pendidikan tertua di Indonesia dituntut menerapkan sistem pengendalian mutu untuk menjamin ketercapaian kinerja dalam hal pelayanan jasa. Penelitian ini mengusulkan model yang menggabungkan pendekatan Total Quality Management (TQM) dan metode Fuzzy Service Quality(SERVQUAL) untuk menilai kualitas layanan pesantren. Penerapan TQM sebagai sistem manajemen mutu yang berorientasi pada kepuasan pelanggan dengan melibatkan seluruh pemangku kepentingan. Model SERVQUAL digunakan untuk mengukur kualitas layanan berdasarkan lima dimensi yaitu fasilitas, daya tanggap, jaminan, empati dan keandalan. Teori himpunan fuzzy digunakan untuk mengakomodasi subjektivitas dan ambiguitas penilaian kualitas yang berupa skala linguistik. Data masukan berupa data aspek penilaian mutu yang berbentuk sasaran mutu dan program kerja. Data masukan kemudian diolah menjadi kuesioner penilaian kualitas layanan pesantren. Data tersebut diproses dengan metode fuzzy untuk mendapatkan nilai kualitas layanan. Proses tersebut meliputi tahap: memasukkan data dimensi dan kuesioner ke dalam basis data sistem, kuesioner diisi melalui sistem, kemudian sistem menghitung fuzifikasi, defuzifikasi, kesenjangan antara kualitas yang diharapkan dan yang diterima oleh penerima layanan, dan menghitung kesenjangan masing-masing dimensi yang menunjukkan prioritas perbaikan kualitas. Hasil penelitian menunjukkan bahwa metode yang diusulkan dapat digunakan untuk mengevaluasi mutu pesantren. Dari sistem yang telah dibangun, diketahui bahwa dimensi fasilitas memiliki kesenjangan paling tinggi sebesar -0.511, sehingga perlu diprioritaskan untuk segera dilakukan tindakan evaluasi dan perbaikan. Kata-kunci: Fuzzy set, pesantren, quality management system, SERVQUAL, TQM. Pesantren as the oldest educational institution in Indonesia is required to apply quality control system to guarantee the achievement of performance in terms of service. This research proposes a model that combines the Total Quality Management (TQM) approach and the Fuzzy Service Quality (SERVQUAL) method to assess the quality of pesantren services. The application of TQM as aquality management system is oriented to customer satisfaction by involving all stakeholders. The SERVQUAL model is used to measure the quality of service based on the five dimensions, these are facilities, reliability, responsiveness, assurance, and emphaty. Fuzzy set theory is used to accommodate subjectivity and ambiguity of quality assessment in the form of linguistic scale. Data input is in the form of data quality aspect which are in quality target as well as in work program. The input data is then processed into a questionnaire on the quality of pesantren service quality. The data is processed by fuzzy method to get the value of service quality. The process involves the stage: entering dimension and questionnaire data into the system database, questionnaires are filled through the system, then the system calculates the fuzzification, defuzzification, the gap between the expected quality and received by the service recipient, and calculates the gap of each dimension indicating priority Quality improvement. From the research, it can be concluded that the proposed method can be used to evaluate the quality of pesantren. From the system that has been developed, it is known that the facility dimension has the highest gap of -0.511, so it needs to be prioritized for immediate evaluation and improvement action. Keywords: Fuzzy set, pesantren, quality management system, SERVQUAL, TQM.

Item Type:Thesis (Masters)
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions:School of Postgraduate (mixed) > Master Program in Information System
ID Code:57996
Deposited By:Mrs Ekana Perpus Pasca
Deposited On:13 Nov 2017 11:19
Last Modified:13 Nov 2017 11:19

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