Analisa Peningkatan Kualitas Pelayanan Akademik Fakultas Teknik UMS Dengan Metode Servqual Dan Quality Function Deployment (QFD).

Muhammadiyah University of Surakarta still has problems regarding service quality, it is shown that there are still complaints from students about services on campus. This study aims to determine the attributes of the statement that are considered not fulfilling student expectations, and to provide suggestions related to the ability of the university to realize student expectations. The method used in this research is Servqual, and Quality Function Deployment (QFD). Based on the Servqual dimension, it is known that the gap value is also determined by determining the attributes of the statement that need to be improved to be translated into a level of importance with the House of Quality in the Quality Function Deployment method. Based on the research that has been done, the results of the calculation of actual service at the level of satisfaction compared to the overall expectation that the quality of academic services have a positive effect on student satisfaction at the Faculty of Engineering UMS which is equal to 83%. The result of the gap the perception / reality value given by students is lower than the expected value. So that the negative value of the servqual gap will be improved on the Quality Function Deployment method in order to find out the right steps taken by the Faculty of Engineering to meet student satisfaction. Keywords: Servqual, Quality Function Deployment, dan House Of Qualit