PROBLEM IDENTIFICATION OF HUMAN RESOURCE DEVELOPMENT BY SERVQUAL METHOD Case Study of Geophysical Engineering Department, Institut Teknologi Sepuluh Nopember, ITS

Dihein Reksa Ikmaluhakim, Arif Djunaidy, Anik Hilyah, Widya Utama


As a higher education institute, Institut Teknologi Sepuluh Nopember, ITS ,is heading to World Class University.To support its mission, ITS needs educational staff which is skilled and qualified in certain measurable standard of management.This study aims to identify the critical human resources problem so it will become a focus point in the development of human resources quality, especially for educational staff in the Geophysical Engineering Department. The problem of human resources capacity for the educational staff was identified by the ServQual method. The resulting output from ServQual is Willingness To Help Students for Resolving Problems And Difficulties in Academic Administration which has gap value in number of 0,22. Attributes are then processed with a Fishbone Diagram Analysis to find out the problems that led to poor ratings. The root problems identified is the lack of understanding of excellent service quality. Analysis indicates that the student has not been regarded as customer by educational staff. The identification design of human resource issues can be duplicated or adopted in a variety of majors. Development of human resources needs to be applied in the form of training as a follow-up to this identification.

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