ANALYSIS OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN EDUTOR BALIKPAPAN WITH SERVICE QUALITY AND QUALITY FUNCTION DEPLOYMENT (QFD)
DOI:
https://doi.org/10.33379/gtech.v7i4.2888Keywords:
Tutoring, HOQ, QFD, Service QualityAbstract
Service quality in tutoring is the main thing to consider. Tutoring needs to adjust to customer desires to maintain competition with competitors. This study aims are conducted the service quality gap based on customer perceptions and expectations, and determine the priority of technical responses. The method used are Service Quality and Quality Function Deployment (QFD) method. The result showed negative gap value in each dimension of service quality. The priority orders of technical responses are 1.) Availability of Standard Operating Procedure (SOP) etiquette, 2.) Annual evaluation of tutor and employee performance, 3.) Tutor competency training program, 4.) Edutor information updates to tutors and employees, 5.) Reduce overly convoluted administrative processes, 6.) Report from clients on the attitude and ethics of tutors and staff, 7.) Sheets for writing start and end times, 8.) Lesson plan outline guidelines, 9. ) Supporting facilities for learning.
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