ANALYSIS OF SERVICE QUALITY IN ADAM KURNIAWAN LIBRARY USING QUALITY FUNCTION DEPLOYMENT (QFD) METHOD

Abstract

The main goal of a company in industrial services is to improve product quality for the consumers by means of pursuing their services quality which are dependent on consumers needs. To fulfill students’ increasing requirements, the Adam Kurniawan Library ought to improve its services quality. To achieve it, the Adam Kurniawan Library Management carries out direct student interview and distributing questionnaire in order to monitor its services quality. The direct approach to students is to observe the behavior and other factor affecting the interest and satisfaction of student related to library quality service. Based on background above, Quality Function method is used in this research in order to make a planning for improvement of the quality service to fulfill the student needs and demand. Based on the analysis and construct House of Quality, is obtained the attribute to be concern for prioritize to improve the quality service in the Adam Kurniawan Library based on Importance to Customer is attribute The library provides research books, lesson books, journal research and magazine/newspaper relevant to my need (3,91), based on normalize raw weight is Quality and availability of Wi-Fi/internet, computers and printer, and sockets are satisfying (7,308), and based on target technical response is Giving the librarian training customer service skill (0,237).