| NIM | H1E022080 |
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| Namamhs | GENTA RAMADHAN PUTRA |
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| Judul Artikel | Evaluasi dan perbaikan kualitas pelayanan menggunakan metode PDCA di Fakultas Teknik Universitas Jenderal Soedirman dalam mendukung pembangunan Zona Integritas |
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| Abstrak (Bhs. Indonesia) | Pelayanan publik yang berkualitas merupakan salah satu aspek penting dalam mewujudkan pembangunan Zona Integritas (ZI) pada institusi pendidikan tinggi. Fakultas Teknik Universitas Jenderal Soedirman sebagai salah satu unit penyelenggara pelayanan perlu melakukan evaluasi secara berkelanjutan guna memastikan pelayanan yang diberikan telah memenuhi standar yang ditetapkan. Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan berdasarkan instrumen penilaian Zona Integritas pada dimensi Standar Pelayanan dan Budaya Pelayanan Prima, menentukan prioritas perbaikan menggunakan metode Simple Additive Weighting (SAW), serta merancang usulan perbaikan menggunakan siklus Plan-Do-Check-Act (PDCA). Penelitian ini menggunakan pendekatan deskriptif dengan teknik pengumpulan data berupa observasi, studi dokumentasi, dan wawancara. Hasil assessment diverifikasi melalui expert judgement oleh Wakil Dekan II Fakultas Teknik Universitas Jenderal Soedirman. Penentuan prioritas perbaikan dilakukan menggunakan metode SAW dengan dua kriteria, yaitu dampak terhadap pelayanan dan kemudahan implementasi.Hasil penelitian menunjukkan bahwa sebagian besar indikator pada dimensi Standar Pelayanan dan Budaya Pelayanan Prima telah memenuhi kriteria penilaian. Namun, indikator Budaya Pelayanan Prima mengenai kompensasi pelayanan memperoleh hasil assessment kategori D karena belum tersedianya mekanisme kompensasi pelayanan yang terdokumentasi. Berdasarkan hasil pengolahan menggunakan metode SAW, indikator tersebut memperoleh nilai preferensi tertinggi sehingga ditetapkan sebagai prioritas perbaikan. Perbaikan dirancang melalui siklus PDCA, namun dikarenakan keterbatasan kapasitas dan wewenang dalam menerapkan perbaikan, tahap do, check, dan act dalam metode ini dilakukan dengan perancangan perbaikan serta evaluasi keterbatasan rancangan perbaikan yang dilakukan. Perbaikan yang dilakukan berupa penyusunan Standar Operasional Prosedur (SOP) Kompensasi Pelayanan. Tahap check dilakukan melalui evaluasi terhadap hasil rancangan SOP beserta identifikasi keterbatasan penelitian, sedangkan tahap act menghasilkan rekomendasi penyempurnaan SOP sesuai standar Fakultas Teknik Universitas Jenderal Soedirman, penerapan SOP sebagai standar operasional pelayanan, serta peninjauan SOP secara berkala sebagai bentuk continuous improvement. |
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| Abtrak (Bhs. Inggris) | High-quality public service is one of the essential aspects in supporting the development of the Integrity Zone within higher education institutions. As one of the public service providers, the Faculty of Engineering, Universitas Jenderal Soedirman, is required to continuously evaluate its services to ensure compliance with established service standards. This study aims to evaluate service quality based on the Integrity Zone assessment instrument, focusing on the Service Standards and Excellent Service Culture dimensions, determine improvement priorities using the Simple Additive Weighting (SAW) method, and develop improvement recommendations using the Plan–Do–Check–Act (PDCA) cycle. This research employed a descriptive approach with data collected through observation, document analysis, and interviews. The assessment results were verified through expert judgment conducted by the Vice Dean II of the Faculty of Engineering, Universitas Jenderal Soedirman. Improvement priorities were determined using the SAW method based on two criteria, namely service impact and ease of implementation. The findings indicate that most indicators within the Service Standards and Excellent Service Culture dimensions have met the established assessment criteria. However, the Excellent Service Culture indicator concerning service compensation was classified as Category D due to the absence of a documented service compensation mechanism. Based on the SAW analysis, this indicator obtained the highest preference value and was therefore selected as the priority for improvement. The improvement was designed using the PDCA cycle. However, due to limitations in the researcher's authority and capacity to implement organizational changes, the Do, Check, and Act stages were limited to developing the proposed improvement and evaluating its implementation constraints. The proposed improvement consisted of the development of a Service Compensation Standard Operating Procedure (SOP). The Check stage involved evaluating the proposed SOP and identifying the limitations of the proposed improvement, while the Act stage produced recommendations for refining the SOP in accordance with the Faculty of Engineering's SOP standards, implementing it as an official operational service procedure, and conducting periodic reviews to support continuous improvement. |
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| Kata kunci | kualitas pelayanan, zona integritas, simple additive weighting, PDCA, SOP kompensasi pelayanan. |
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| Pembimbing 1 | Ir. Katon Muhammad S.T., M.T. |
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| Pembimbing 2 | Bhre Wangsa Lenggana S.T., M.T. |
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| Pembimbing 3 | |
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| Tahun | 2026 |
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| Jumlah Halaman | 101 |
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| Tgl. Entri | 2026-08-10 14:32:43.437123 |
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