Usulan Konsep Peningkatan Pelayanan Jasa di LBPP LIA Surakarta dengan Menggunakan Model SERVQUAL dan Metodologi Quality Function Deployment

Abstract

This research is aimed to to identified customers’ needs in LBPP LIA Surakarta. Based on these
identified customers’ need then the pre-concept of quality improvements in LBPP LIA Surakarta is made. Model that is used to identified customers’ needs is SERVQUAL while the methodology that is used to form the deployment is Quality Function Deployment (QFD), beside the use of factor analysis to identify factors which are influenced the quality service in LBPP LIA Surakarta.