Improving the Quality of Services In Junior High School 1 Malang

Jurnal Manajemen Bisnis dan Kewirausahaan http://ejournal.umm.ac.id/index.php/jamanika September 2021 Vol.01 No.03 Improving the Quality of Services In Junior High School 1 Malang Leila Dwi Adzani Sukma1, Rahmat Wijaya2, Baroya Mila Shanty3 Management Department, Universitas Muhammadiyah Malang, Indonesia Corresponding E-mail: [email protected] Abstract This study aims to determine which services need to be improved so that the number of new students increases. Using 5 research variables, namely tangible, reliability, responsiveness, assurance and empathy with the Quality Function Deployment (QFD) method approach which will produce a House of Quality matrix, a total of 12 service attributes need to be improved. After knowing the 12 service attributes that must be improved, the researcher conducted an interview with the Principal of JHS Muhammadiyah 1 Malang, so that eight technical responses were obtained, namely conducting discipline and character training for teachers, adding additional equipment, namely main textbooks, rulers, markers, erasers and attendance books. class, holding disciplinary training and human resource relations to staff, installing CCTV in the school area, namely in front of the teacher's room, each class and where students pass by (sports fields, bicycle / motorbike parking lots, and gazebos), adding gazebos and Wi-Fi in the school area then adding fiction story books in the library, adding school facilities such as toilets, improving school layouts so that the distance between classrooms and canteens, laboratories and libraries is close and maximizing social media such as Instagram, Facebook, and the school website in school promotion. Keywords: School, House of Quality, Quality Function Deployment Abstrak Penelitian ini bertujuan untuk mengetahui layanan yang perlu diperbaiki agar jumlah siswa baru meningkat. Menggunakan 5 variabel penelitian yaitu tangible, reliability, responsivenes, assurance dan empathy dengan pendekatan metode Quality Function Deployment (QFD) yang akan menghasilkan matriks House of Quality. Sebanyak 12 atribut layanan perlu ditingkatkan. Setelah mengetahui 12 atribut layanan yang harus diperbaiki maka peneliti melakukan wawancara dengan Kepala Sekolah Junior High School Muhammadiyah 1 Malang, sehingga didapatkan delapan respon teknis yaitu mengadakan pelatihan kedisiplinan dan budi pekerti kepada guru, menambah perlengkapan tambahan yaitu buku pelajaran pokok, penggaris, spidol, penghapus dan buku absensi kelas, mengadakan pelatihan kedisiplinan dan hubungan sumber daya manusiakepada staf, pemasangan cctv di area sekolah yaitu di depan ruang guru, setiap kelas dan tempat siswa berlalu lalang (lapangan olahraga, parkiran sepeda/motor, dan gazebo), penambahan gazebo dan wifi pada area sekolah lalu penambahan buku cerita fiksi di perpustakaan, penambah fasilitas sekolah seperti toilet, melakukan perbaikan layout sekolah sehingga jarak antara ruang kelas dengan kantin, laboratorium dan perpustakaan dekat serta memaksimalkan media sosial seperti instagram, facebook, dan web sekolah dalam promosi sekolah. Kata kunci: Sekolah, House of Quality, Quality Function Deployment Article info Received (15/09/2021) Revised (29/ 09/2021) Accepted (30/09 /2021) Corresponding Email: [email protected] Sukma et al (2021) Jamanika Vol. 01 (03) 2021) INTRODUCTION Companies are divided into two types, namely manufacturing companies and service companies. Manufacturing companies carry out the production process by converting inputs into outputs in the form of goods, while service companies carry out the production process by converting inputs into outputs in the form of services. Today many companies compete to be the best. Services are intagible or cannot be seen but can be felt, meaning that consumers cannot physically see the services provided by the company but consumers can feel them. This makes service companies have to pay attention to the services provided to customers. Quality Function Deployment is a research method to translate consumer wants and needs into a product development plan so that the product can meet consumer wants and needs. When the services perceived by consumers are not comparable to their expectations, then these services need to be made improvements so that consumers become loyal and will attract new consumers to feel the service. Schools are also service companies where schools provide services in the form of educational services. One of the business charities in the field of education under the Regional Leadership of Muhammadiyah (PDM) Malang City, namely the Oro-Oro Dowo Muhammadiyah College, and one of which is incorporated in the college is the Muhammadiyah 1 Malang Junior High School which is located in the area / Brigjend Slamet Riadi Street No.134, Oro-oro Dowo, Kec. Klojen, Malang City, East Java. Competition that is quite tight in the world of education makes Muhammadiyah 1 Malang Junior High School quite difficult in getting new students. The total classes of new students at Junior High School Muhammadiyah 1 Malang from 2015 were 4 classes, in 2016 there were 3 classes, in 2017 there were 2 classes, then in 2018 there were 1 class until 2019. But when looking at the number of SD and MI graduates in Klojen District from 2015 to 2019, there was no significant decrease in the number of SD and MI graduates. So it can be concluded that the factors causing the decline in the number of new students do not come from the number of SD and MI graduates. From this, further research is needed on the causes of the decline in the number of school students for the development of the quality of services provided in order to optimize the additional service facilities needed by Junior High School Muhammadiyah 1 Malang. LITERATURE REVIEW Product development is one or more activities carried out to better respond to the possibility of product changes (Assauri, 2011). Meanwhile, according to Heizer & Render (2014) product development is changing a product so that it can be turned into a viable product. According to Heizer & Render (2011), service is an economic activity whose results are intangible or intangible, and are usually consumed at the same time as production and provide added value to consumers. Chuong S.C. (2014) argued that services have several characteristics, namely intangible, impermeable, heterogeneous and perishable. According to research by Heizer & Render (2014), quality is a satisfactory function as a whole, and the quality that meets customer needs and expectations can be determined. According to Ishak et al. (2020), QFD is a systematic matrix which describes a quality product design approach. According to Devani & Kartikasari (2012), there are four stages used in the QFD method, including product planning matrix, deployment matrix, process planning matrix, and manufacturing production planning. According to Evans & Lindsay (2017), the House of Quality matrix is a matrix that can act as a liaison between the voice of the consumer and the technology used, component requirements, process control, and manufacturing operations. The components of the House of Quality matrices are as follows: 209 Sukma et al (2021) Jamanika Vol. 01 (03) 2021) Part E Technical Response Part C Technical Correlation Part A Consumer Needs and Desires Part B Planning Matrix (market survey & planning) Part D Relationship (influence of characteristics on consumer needs) Part F Technical Matrix (Priority of technical characteristics, comparison with target competitors) Figure 1. House of Quality Model (Wijaya, 2011) According to Yuri and Nurcahyono (2013) the steps in the preparation of the House of Quality describes in the figure below: Service Quality Dimensions: Tangible, Reliability, Responsiveness, Assurance and Empathy Customer Satisfaction Performance Junior High School Muhammadiyah 1 Malang Importance to Customer Junior High School Muhammadiyah 1 Malang Sales Point Junior High School Muhammadiyah 1 Malang Goal Junior High School Muhammadiyah 1 Malang Competitive Satisfaction Performance Junior High School Muhammadiyah 1 Malang Goal Junior High School Muhammadiyah 1 Malang Improvement Ratio Raw Weight Normalized RAW Weight Technical Response House of Quality: Relationship, Corelation, Prioritas, Benchmarking, dan Target Figure 2. Research Model Heizer & Render (2011) 210 Sukma et al (2021) Jamanika Vol. 01 (03) 2021) RESEARCH METHOD The research was conducted at Junior High School Muhammadiyah 1 Malang which is located on Brigjend Slamet Riadi Street No.134, Oro-oro Dowo, Kec. Klojen, Malang City, East Java Province, Indonesia. The research conducted is a type of applied research. The population is all students of Junior High School Muhammadiyah 1 Malang and MTs Muhammadiyah 1 Malang. Because this study uses census data collection techniques, this study does not use a sample, but only uses the population. The variables used in this study were tangible, reliability, responsiveness, assurance and empathy. The data needed in this study is data on the needs and desires of students at Junior High School Muhammadiyah 1 Malang. To obtain this data, researchers distributed questionnaires to all students of Junior High School Muhammadiyah 1 Malang. The questionnaire in this study was distributed by census using google form to students from Junior High School Muhammadiyah 1 Malang. In this study, researchers used a semantic differential measurement scale with an interval value of one to seven suggested by Malhotra (2005). The data analysis technique used is Quality Function Deployment, with steps, namely collecting consumer voices (VOC), creating a planning matrix, compiling a technical response, determining the relationship between consumer needs and technical response, calculating the weight of technical response, determining priorities, determining technical correlation. and benchmarking targets. RESULT AND DISCUSSION Based on the results of the research that has been done, there were 50 respondents from Junior High School Muhammadiyah 1 Malang and 50 people from MTs Muhammadiyah 1 Malang because in this study using census techniques, however, only 50 students from each school filled out the questionnaire. Based on the results of the validity test of the respondents' answers, it shows 8 tangible variable instruments, 3 reliability variable instruments, 3 responsiveness variable instruments, 11 assurance variable instruments and 7 empathy variable instruments that have a value above r table, namely 0.2732 with an alpha of 0.01 (1 %) significance level for two-way test which means valid. Whereas in the reliability test, all variables show the calculated r value of more than 0.60, meaning that the variable can be used more than once, and it is possible to produce consistent data. In the first stage, namely voice of customer, interviews were conducted with the Principal of Junior High School Muhammadiyah 1 Malang and 50 students of Junior High School Muhammadiyah 1 Malang. From the interview, it was found that the service attributes needed and desired by students of Junior High School Muhammadiyah 1 Malang were as follows. Table 1. Customer Need from Junior High School 1 Malang No 1 2 3 4 5 6 7 8 9 10 11 12 13 Customer Need Number of science teaching aids in school laboratories Number of class teachers per number of students Number of basic textbooks per copy with students in each subject Number of supporting books per copy with students in each subject Number of rulers, markers, erasers and class attendance books Number of toilets in the school compared to the number of students The number of mukenas borrowed at the school mosque for congregational prayers with students Number of room for student learning activities with the total number of students The smooth process of teaching and learning activities carried out Schedule of lessons run Teacher's ability in delivering subject matter The speed of the teacher's response when there are students who ask questions The friendliness of the teacher in responding to student questions 211 Sukma et al (2021) No 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 Jamanika Vol. 01 (03) 2021) Customer Need Ease of meeting the teacher when students want to ask questions outside of class hours Service officer discipline Timeliness of staff when providing administrative services to students Mastery of teacher material when giving material to students Responsible service officer The teacher always speaks politely The teacher is always neatly dressed Teacher behavior during school activities School reputation Personal character of the teacher Physical safety of students at school Frequency of theft of bicycles, electronic devices and personal belongings of students The proximity of the Muhammadiyah 1 Malang JHS school location to the highway Distance between classrooms, canteens, libraries, laboratories and toilets Relationship between school staff and students Teacher communication style in communicating with students Educators can be consulted Student interest in choosing JHS Muhammadiyah 1 Malang Students feel happy when they are at JHS Muhammadiyah 1 Malang Based on the Table 1, it can be concluded that there are 32 service attributes related to the services of Junior High School Muhammadiyah 1 Malang. In addition, calculations related to Importance to Customer (ITC), Customer Satisfaction Performance (CuSP) and Competitive Satisfaction Performance (CoSP) can be seen in the House of Quality image. This value is obtained from the results of distributing questionnaires to 50 respondents. In addition, the improvement ratio (IR) will be calculated for each attribute. The values are as follows: Table 2. Goal No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. Attribute (Variabel) Number of science teaching aids in school laboratories Number of class teachers per number of students Number of basic textbooks per copy with students in each subject Number of supporting books per copy with students in each subject Number of rulers, markers, erasers and class attendance books Number of toilets in the school compared to the number of students The number of mukenas borrowed at the school mosque for congregational prayers with students Number of room for student learning activities with the total number of students The smooth process of teaching and learning activities carried out Schedule of lessons run Teacher's ability in delivering subject matter The speed of the teacher's response when there are students who ask questions The friendliness of the teacher in responding to student questions Ease of meeting the teacher when students want to ask questions outside of class hours Service officer discipline Timeliness of staff when providing administrative services to students Mastery of teacher material when giving material to students Responsible service officer The teacher always speaks politely The teacher is always neatly dressed Teacher behavior during school activities School reputation 212 CuSP 5.46 5.54 6.62 6.26 6.64 5.54 Goal 6.26 6.28 5.38 6.44 6.52 5.24 Note. No need to repair No need to repair repair No need to repair repair repair IR 0.87 0.88 1.23 0.97 1.02 1.06 6.34 6.38 No need to repair 0.99 5.54 6.64 No need to repair 0.83 6.26 6.34 5.54 6.32 6.32 6.64 No need to repair No need to repair No need to repair 0.99 1.00 0.83 6.52 6.58 No need to repair 0.99 6.56 6.74 No need to repair 0.97 6.40 6.64 No need to repair 0.96 6.84 5.54 repair 1.23 6.32 6.38 No need to repair 0.99 6.52 6.66 6.74 6.64 6.88 6.34 6.56 6.78 6.92 6.88 6.78 6.84 No need to repair No need to repair No need to repair No need to repair repair No need to repair 0.99 0.99 0.97 0.97 1.02 0.93 Sukma et al (2021) No. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. Jamanika Vol. 01 (03) 2021) Attribute (Variabel) Personal character of the teacher Physical safety of students at school Frequency of theft of bicycles, electronic devices and personal belongings of students The proximity of the Muhammadiyah 1 Malang JHS school location to the highway Distance between classrooms, canteens, libraries, laboratories and toilets Relationship between school staff and students Teacher communication style in communicating with students Educators can be consulted Student interest in choosing JHS Muhammadiyah 1 Malang Students feel happy when they are at JHS Muhammadiyah 1 Malang CuSP 6.32 6.84 Goal 6.84 6.82 Note. No need to repair repair IR 0.92 1.00 6.56 5.52 repair 1.19 5.54 6.32 No need to repair 0.88 6.26 5.54 repair 1.13 6.74 5.54 6.26 6.64 6.60 6.74 6.74 6.50 repair No need to repair No need to repair repair 1.02 0.83 0.93 1.02 6.80 6.48 repair 1.05 In the Table 2, it can be seen that 12 attributes require improvement with an improvement ratio of more than one. Meanwhile, the attributes that did not need improvement were 20 attributes with an IR value of less than one. The next stage is looking for sales points (SP), raw weight (RW) and normalized raw weight (NRW). Then, making the HOQ matrix begins with determining the technical response. Determination of technical response is done through interviews with the Principal of Junior High School Muhammadiyah 1 Malang. The technical response is as follows. Table 3. Technical Response No. 1. 2. 3. 4. 5. 6. 7. 8. Repair Attribute Adding additional equipment, namely basic textbooks, rulers, markers, erasers and class attendance books Adding school facilities such as toilets Improve the school layout so that the distance between classrooms and canteens, laboratories and libraries is close Conducting discipline and character training for teachers Conduct disciplinary training and human resource relations for staff Installation of cctv in the school area, namely in front of the teacher's room, every class and where students pass by (sports field, bicycle/motorcycle parking, and gazebo) Maximizing social media such as instagram, facebook, and school web in school promotion Adding a gazebo and Wi-Fi to the school area and adding fiction books to the library There are 8 technical responses to attributes that need improvement. Furthermore, the calculation of the relationship matrix is carried out to determine the relationship between the attributes and the technical response. There are 4 symbols of the Relationship Matrix, namely 0 = no relationship, 1 = maybe there is a relationship, 3 = little relationship and 9 = strong relationship (Wijaya, 2018). The results of the calculation of the relationship matrix between the attributes and the technical response can be seen in the House of Quality image. The next step is to determine the priority of the technical response. This value is used to determine the order of improvement in the technical response obtained from the sorting value of the distribution results between the Contribution and the Total Contribution. Table 4. Priority No. 1. 2. 3. 4. Technical Response Conducting discipline and character training for teachers Adding additional equipment, namely basic textbooks, rulers, markers, erasers and class attendance books Conduct disciplinary training and human resource relations for staff Installation of cctv in the school area, namely in front of the teacher's room, every class and where students pass by (sports field, bicycle/motorcycle parking, and gazebo) 213 Value 1.556 Priority 1 1.350 2 1.270 3 1.041 4 Sukma et al (2021) No. 5. 6. 7. 8. Jamanika Vol. 01 (03) 2021) Technical Response Adding a gazebo and wifi to the school area and adding fiction books to the library Adding school facilities such as toilets Improve the school layout so that the distance between classrooms and canteens, laboratories and libraries is close Maximizing social media such as instagram, facebook, and school web in school promotion promosi Value 0.924 0.891 Priority 5 6 0.755 7 0.519 8 The technical response is to conduct discipline and character training for teachers. Furthermore, on technical correlation, identification of the relationship of each technical response is carried out to determine whether there is a positive effect (√) and a negative effect (X). The results of the technical correlation can be seen in the House of Quality. Table 5. GAP value No. 1. 2. 3. 4. 5. 6. 7. 8. Priority Value CuSP Technical Response Conducting discipline and character training for teachers Conduct disciplinary training and human resource relations for staff Adding additional equipment, namely basic textbooks, rulers, markers, erasers and class attendance books Installation of cctv in the school area, namely in front of the teacher's room, every class and where students pass by (sports field, bicycle/motorcycle parking, and gazebo) Adding a gazebo and Wi-Fi to the school area and adding fiction books to the library Adding school facilities such as toilets Improve the school layout so that the distance between classrooms and canteens, laboratories and libraries is close Maximizing social media such as instagram, facebook, and school web in school promotion promosi Priority Value CoSP GAP 42,6 43,3 -0.678 34,7 35,3 -0.556 37,5 37,0 -0.534 28,5 28,9 -0.418 22,4 22,8 -0.378 24,4 24,8 -0.358 20.6 20.9 -0.296 14.1 14.3 -0.16 Target Based on the table 5, it can be seen that all technical responses of Junior High School Muhammadiyah 1 Malang have gaps with the technical responses of MTs Muhammadiyah 1 Malang. The highest gap is in the technical response. Conducting discipline and character training to teachers with a value of -0.678. While the lowest gap is in the technical response of maximizing social media such as Instagram, Facebook, and the school website in school promotion with a value of -0.16. 214 Sukma et al (2021) Jamanika Vol. 01 (03) 2021) Figure 3. House of Quality √ √ Number of science teaching aids in school laboratories √ Adding a gazebo and wifi to the school area and adding fiction books to the library Maximizing social media such as instagram, facebook, and school web in school promotion Installation of cctv in the school area, namely in front of the teacher's room, every class and where students pass by (sports field, bicycle/motorcycle parking, and gazebo) √ Conduct disciplinary training and human resource relations for staff Conducting discipline and character training for teachers Make improvements to the school layout so that the distance between classrooms and canteens, laboratories and libraries is close Adding school facilities such as toilets Adding additional equipment, namely basic textbooks, rulers, markers, erasers and class attendance books √ 9 Number of class teachers per number of students ItC CuSP CoSP Goal IR SP 6.26 5.46 6.26 6.26 0.87 1.5 RW 8.17 NRW 0.030 6.28 5.54 6.28 6.28 0.88 1.2 6.63 0.024 Number of basic textbooks per copy with students in each subject 9 5.38 6.62 5.38 5.38 1.23 1.2 7.94 0.035 Number of supporting books per copy with students in each subject 9 6.44 6.26 6.44 6.44 0.97 1.2 7.50 0.027 Number of rulers, markers, erasers and class attendance books 9 6.52 6.64 6.52 6.52 1.02 1.5 9.98 0.037 Number of toilets in school compared to number of students The number of mukenas borrowed at the school mosque for congregational prayers with students Number of rooms for student learning activities with the total number of students The smooth process of teaching and learning activities carried out 3 5.24 5.54 5.24 5.24 1.06 1.2 6.67 0.035 6.38 6.34 6.38 6.38 0.99 1.5 9.47 0.024 6.64 5.54 6.64 6.64 0.83 1.5 8.27 0.030 6.32 6.26 6.32 6.32 0.99 1.2 7.51 0.027 6.32 6.34 6.32 6.32 1.02 1.5 9.67 0.035 3 6.64 5.54 6.64 6.64 0.83 1.5 8.27 0.030 1 6.58 6.52 6.58 6.58 0.99 1.5 9.77 0.029 3 6.74 6.56 6.74 6.74 0.97 1.2 7.85 0.029 6.64 6.40 6.64 6.64 0.96 1.5 9.56 0.029 9 9 1 9 9 3 3 3 Schedule of lessons run Teacher's ability in delivering subject matter The speed of the teacher's response when there are students who ask questions The friendliness of the teacher in responding to student questions Ease of meeting the teacher when students want to ask questions outside of class hours 1 Service officer discipline 9 5.54 6.84 5.54 5.54 1.23 1.5 10.22 0.037 Timeliness of staff when providing administrative services to students 9 6.38 6.32 6.38 6.38 0.99 1.5 9.47 0.035 6.56 6.52 6.56 6.56 0.99 1.2 7.79 0.028 1 6.78 6.66 6.72 6.72 0.99 1.2 8.05 0.029 1 1 6.92 6.88 6.74 6.64 6.92 6.64 6.92 6.88 0.97 0.97 1.2 1.2 8.05 8.01 0.029 0.029 6.78 6.88 6.76 6.76 1.02 1.5 10.37 0.038 6.84 6.84 6.34 6.32 6.84 6.84 6.84 6.84 0.93 0.92 1.2 1.2 7.63 7.55 0.028 0.028 9 6.82 6.84 6.82 6.82 1.03 1.5 10.54 0.039 9 5.52 6.56 5.52 5.52 1.19 1.5 9.85 0.036 6.32 5.54 6.32 6.32 0.88 1.2 6.67 0.024 5.54 6.26 5.54 5.54 1.13 1.5 9.39 0.034 6.60 6.74 6.60 6.60 1.02 1.5 10.10 0.037 6.74 5.54 6.68 6.68 0.83 1.2 6.71 0.025 6.74 6.26 6.70 6.70 0.93 1.2 7.52 0.028 Mastery of teacher material when giving material to students Responsible service officer 3 The teacher always speaks politely The teacher is always neatly dressed 9 9 Teacher behavior during school activities School reputation Personal character of the teacher 9 3 3 3 3 3 Physical safety of students at school Frequency of theft of bicycles, electronic devices and personal belongings of students The proximity of the Muhammadiyah 1 Malang Junior High School school location to the highway Distance between classrooms, canteens, libraries, laboratories and toilets 9 3 3 Educators can be consulted Student interest in choosing Junior High School Muhammadiyah 1 Malang Students feel happy when they are in Junior High School Muhammadiyah 1 MalangMalang 1 3 Priority CuSP Priority CoSP GAP 9 9 6.50 6.64 6.50 6.50 1.02 1.2 7.96 0.036 3 9 6.48 6.80 6.48 6.48 1.05 1.5 10.21 0.037 1.041 0.519 0.924 0.111 1 1.350 0.891 0.755 1.556 0.183 0.121 0.102 0.211 1.270 0.172 0.141 0.070 2 6 7 1 3 4 8 5 37.0 24.4 20.6 42.6 34.7 28.5 14.1 22.4 7,38 Total Contribution Priority 3 9 Teacher communication style in communicating with students Normalized Contributon 3 9 Relationship between school staff and students Contribution 3 37.5 24.8 20.9 43.3 35.3 28.9 14.3 22.8 -0.534 -0.358 -0.296 -0.678 -0.556 -0.418 -0.16 -0.378 215 Sukma et al (2021) Jamanika Vol. 01 (03) 2021) CONCLUSION After doing research at Junior High School Muhammadiyah 1 Malang using the Quality Function Deployment method, the results obtained are that from the 32 attributes there are 8 technical responses that will be able to meet the 32 customer needs that have been found so that when the 8 technical responses are applied, it is expected that an increase will occur the number of new students. The eight technical responses are: conducting discipline and character training for teachers, adding additional equipment, namely basic textbooks, rulers, markers, erasers and class attendance books, conducting disciplinary training and human resource relations to staff, installing cctv in the school area, namely in front of teachers' room, each class and places where students pass by (sports fields, bicycle / motorbike parking lots, and gazebos), adding gazebos and wifi to the school area then adding fiction story books in the library, adding school facilities such as toilets then making improvements to the school layout so that the distance between classrooms with canteens, laboratories and libraries close by, and maximizing social media such as Instagram, Facebook, and the school website in school promotion. 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