Penerapan Model Quality Function Deployment (Qfd) untuk Merancang Perbaikan Kualitas Layanan Pendidikan pada Universitas Airlangga

This research was aimed to identify the characteristics of higher education servicequality wanted by the students as the service users, to determine gaps betweenperceived quality and expected quality by the students as users and to proposeaction plans for improving higher education service quality at Airlangga UniversitySurabaya. The method used in this research was Quality Function Deployment(QFD) model within determining service attributes by Servqual model.In general, the questionnaires had three main information, that is respondents\u27classifications, importance ratings and students\u27 satisfaction factors towards serviceattributes. The result of data processing obtained by spreading the questionnaires,at last, would be used for developing a House of Quality (HOC).In conclusion, from data processing of twenty two education service qualityattributes, there were nine attributes had gaps in education service quality. Thegaps were namely alumni contribution towards university, the level of educationand skill from the lecturers\u27 competence, the lecturers\u27 ability and capability inteaching, ease to consult with lecturers, clear service procedures, informality ofthe administrative officers, giving response towards students\u27 complaint, completelylibrary facilities, and reachable education fee suitable with perceived facilities bystudents.The action plans for improvement were namely (1) increase lecturers\u27 ability andcapability in teaching, (2) increase lecturers\u27 education and skill, (3) upgradelibrary\u27s facilities, (4) simplify and clarify the procedures of administrative services,(5) reconsider the education fee, (6) set up complaint boxes and response thecomplaints as soon as possible, (7) ask for the lecturers to spend more time forconsulting with their students, (8) train the capability and attitude of theadministrative officers, and (9) increase activities and roles of alumni.Keywords : Higher Education, Service Quality, Quality Function Deployment, GapsAction Plans, Improvement