Wuri Aranningrum, 071142006 (2013) PENINGKATAN KUALITAS PELAYANAN PEGAWAI DITJEN ANGGARAN KEMENTERIAN KEUANGAN DENGAN MENGGUNAKAN INTEGRASI METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) � QUALITY FUNCTION DEPLOYMENT (QFD). Thesis thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Human Resources is the most influential factor on satisfaction of service users in the service process. Based on the customer satisfaction index DG Budget for the year 2008-2010, assessed the need for efforts to improve the quality of service of the employee. To improve the quality of services, this study used the method of integration Importance Performance Analysis (IPA) and the method of Quality Function Deployment (QFD). Of the identification process employee service attributes, defined 24 service attributes to be assessed by the stakeholders. The results obtained from the IPA showed that the quality of service of the staff DJA still unwell, and established 14 service attributes were assessed needs improvement. From the house of quality results, obtained nine technical response as improvement recommendations include: 1) Increasing effective communication, 2) training, 3) employee empowerment, 4); selection and placement of appropriate human The system rewards for those who excellent; 8) Set the number of and distribution clerks; 9) increasing capacity of stakeholders (K / L).

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