University as an institution of high education is more demanded to deliver the best service that suit with student’s needs. Giving the service that suit with student’s needs and having high quality education system, it is expected that university will create a good image in the society. In determining priority of quality service improvement, this study uses integration frame from Kano Model, Refined Kano Model, and I-S Model. The data needed are data on level of importance, level of satisfaction, and functional-disfunctional Kano by distributing questioner. From the result of integration frame model, will be get attributes that are weaknesses and attributes that are strengths. Moreover, it can
identify attribute categories based on how good those attributes can satisfied the needs of consumer more specific. With this, we can arrange priority improvement plan in order to eliminate weaknesses based on interpretation from the result of every attribute categories that have been get. Main priority of improvement is intended to the attributes that included in the category of must be – critical – to be improved.
From the result of calculation has been known any attributes that must be improved, those are attributes that included in the category of must be – critical – to be improved, like the service given by secretariat to the students, availability and kind of infrastructure, means and fund that capable to create interaction between academic and academician, infrastructure (class room, laboratory,
library, etc) that used in learning process, availability, access and utilization main means in the lab (practicum, simulation room and similar), information system and facilities that are used in learning process (hardware, software, elearning
and library), and data accessibility in information system. Suggestion of improvement that can be given to the attribute of the service given by secretariat to the students is urge the administration to be more friendly in delivers service to students, paste a sticker with logo such as “ Have you smile today? |