Integrasi Model Kano ke Dalam QFD untuk Mengoptimalkan Kualitas Perguruan Tinggi di Provinsi Riau
Higher Education has become a need for formal education as a strategic sector which is expected to produce quality intellectual graduates who are competitive. The competitive situation among universities requires educational institutions to pay attention to the quality of their education so that they are able to excel in the competition. To be able to compete, universities must improve their quality by providing attributes that are a priority for student needs. The purpose of this study is to optimize the quality of Private Universities in Riau Province by providing several technical responses. The population in this study were all active students of Private Universities in Riau Province and the total sample of 397 respondents using probability sampling techniques. This study uses the Kano Model and the Quality Function Deployment (QFD) approach as an integration tool that can help collect student voices as customers (VoC) and produce a priority matrix of needs and technical responses in the form of House of Quality (HoQ). The results of this study found 7 (seven) priority priorities for students, including the online KRS filling process that is very easy for students, academic information easily obtained, fast, and accurate, academic administration staff are reliable / responsive in providing services, adequate health facilities, Adequate library facilities (books, proceeding journals, and articles), Easy internet access, and adequate computer labor. From this research, Private Universities can take several steps to optimize quality such as improving internet facilities, monitoring academic rules, and monitoring the learning process.
Keywords : Kano Model, House of Quality (HoQ), Quality Function Deployment (QFD), Quality
Qureshi, M. I., Janjua, S. Y., Zaman, K., Lodhi, M. S., & Tariq, Y. B. (2014). Internationalization of higher education institutions: implementation of DMAIC cycle. Scientometrics, 98(3), 2295-2310.
Arefi, M., Heidari, M., Morkani, G. S., & Zandi, K. (2012). Application of Kano Model in higher education quality improvement: Study master’s degree program of educational psychology in State Universities of Tehran. World Applied Sciences Journal, 17(3), 347-353.
Suhendar, E. (2015). Penerapan Metode Quality Function Deployment (QFD) Dalam Upaya Peningkatan Kualitas Pelayanan Akademik Pada Ub. Faktor Exacta, 7(4), 372-386.
Sunder M, V., & Antony, J. (2018). A conceptual Lean Six Sigma framework for quality excellence in higher education institutions. International Journal of Quality & Reliability Management, 35(4), 857-874.
Bangun, A., Ginting, R., & Tarigan, U. (2013). Analisis Kualitas Pelayanan Jasa Pendidikan dengan Menggunakan Quality Function Deployment di Jurusan Akuntansi Xyz. Jurnal Teknik Industri USU, 3(1).
Ngurah, Gusti J.,A & Putu, S.,E.,P. (2016). Assessment of Service Quality in Higher Education: Case Study in Private University. International Journal of Business and Management Invention 5(9), September, 82-88.
Yang, C. C., Sukwadi, R., & Mu, P. P. (2010). Integrating kano model into customer-oriented reputation model in higher education. In 2010 International Conference on Management and Service Science (pp. 1-4). IEEE.
Singh, V., & Kumar, A. (2008). Evaluation of quality in an educational institute: a quality function deployment approach. Educational Research and Reviews, 3(4), 162-168.