ANALISIS KEPUASAN MAHASISWA TERHADAP KUALITAS PEMBELAJARAN MENGGUNAKAN INTEGRASI MODEL KANO DAN QUALITY FUNCTION DEPLOYMENT (QFD)
DOI:
https://doi.org/10.34125/jmp.v11i3.2057Keywords:
Kepuasan mahasiswa, Model Kano, QFD, kualitas pembelajaran, pendidikan tinggiAbstract
Objective: This study aims to analyze student satisfaction with the quality of learning services and to determine priority strategies for improving the learning process in higher education using an integrated Kano Model and Quality Function Deployment (QFD) approach. Methods: This research employed a quantitative descriptive method with data collected through questionnaires distributed to students. The attributes of learning services were analyzed using the Kano Model to classify service characteristics based on their influence on student satisfaction. Furthermore, Quality Function Deployment (QFD) was applied through the House of Quality (HoQ) matrix to translate student needs into technical improvement strategies. Results: The results show that all learning service attributes fall into the One-Dimensional category, indicating that improvements in these attributes directly increase student satisfaction. The priority attributes include teaching competence, learning strategies, learning facilities, and accessibility of online academic information. Novelty: This study provides a comprehensive model for improving the quality of higher education learning services through the integration of Voice of Customer, Kano Model, and QFD, which enables universities to systematically identify student needs and translate them into strategic improvements.
References
Alenezi, M. (2023). Digital learning and digital institution in higher education. Education Sciences, 13(1), 88.
Amoako, I., & Asamoah-Gyimah, K. (2020). Indicators of students’ satisfaction of quality education services in some selected universities in Ghana. South African Journal of Higher Education, 34(5), 61–72.
Anisyah, N., Rohman, T., Novalina, S., Lubis, P. R. V., Rahman, A., & Ariyani, R. (2025). The Role Of Information Technology In Enhancing The Effectiveness Of Education Management In Schools. IJGIE (International Journal of Graduate of Islamic Education), 6(1), 136–147.
Assiddiqi, M. H., & Vanany, I. (2021). QFD applications for quality improvements online student learning. IOP Conference Series: Materials Science and Engineering, 1072(1), 12004.
Buffon, C. Z. (2025). Determining Essential Attributes for Experience and Satisfaction in the Customer 4.0 Era: a Kano Model Approach.
Cayubit, R. F. O. (2022). Why learning environment matters? An analysis on how the learning environment influences the academic motivation, learning strategies and engagement of college students. Learning Environments Research, 25(2), 581–599.
Chusaeni, M. (2021). Analysis of Improving The Service Quality of Professional Cooperation in “XZY” Higher Education Based on Servqual, IPA and QFD. IPTEK Journal of Proceedings Series.
Creswell, J. W. (2020). Educational research: Planning, conducting, and evaluating quantitative and qualitative research. Pearson Higher Ed.
Dalimunthe, H. A., Dewi, I. K., Yunita, Y., Faadhil, F., & Lubis, D. M. G. S. (2024). Building a supportive learning environment: The role of psychology in increasing student motivation and engagement. OPSearch: American Journal of Open Research, 3(4), 934–939.
Dervenis, C., Fitsilis, P., & Iatrellis, O. (2022). A review of research on teacher competencies in higher education. Quality Assurance in Education, 30(2), 199–220.
Díez, F., Villa, A., López, A. L., & Iraurgi, I. (2020). Impact of quality management systems in the performance of educational centers: educational policies and management processes. Heliyon, 6(4).
Fernandes, S., Araújo, A. M., Miguel, I., & Abelha, M. (2023). Teacher professional development in higher education: The impact of pedagogical training perceived by teachers. Education Sciences, 13(3), 309.
Frasineanu, E. S., & Ilie, V. (2017). Student-centered education and paradigmatic changes. Revista de Stiinte Politice, 54, 104.
Freeman, G., & Radziwill, N. (2018). Voice of the Customer (VoC): A review of techniques to reveal and prioritize requirements for quality. Journal of Quality Management Systems, Applied Engineering, and Technology Management, 3, 1–29.
Ikram, M., & Kenayathulla, H. B. (2023). Education quality and student satisfaction nexus using instructional material, support, classroom facilities, equipment and growth: Higher education perspective of Pakistan. Frontiers in Education, 8, 1140971.
Iqbal, Z., Shoukat, L., Waheed, M., & Zafar, L. (2020). Enhancing the academic performance of students: A real-life application of quality function deployment. Review of Economics and Development Studies, 6(2), 601–610.
Kasirun, K., Awalludin, A., Wiyono, S., & Salsabila, S. (2025). Academic service management and its impact on student satisfaction in higher education. Journal of English Language and Education, 10(4), 1131–1138.
Kermanshachi, S., Nipa, T. J., & Nadiri, H. (2022). Service quality assessment and enhancement using Kano model. PloS One, 17(2), e0264423.
Li, J. (2023). A research on relationship between student-centered approach and student competence development in higher education: case studies in China and Italy.
Mardhiana, H., Rachmawati, D., Winati, F. D., & Yamani, A. Z. (2022). Implementation of quality function deployment (QFD) for decision making in improving integrated academic information system. INTENSIF: Jurnal Ilmiah Penelitian Dan Penerapan Teknologi Sistem Informasi, 6(1), 92–107.
Mattah, P. A. D., Kwarteng, A. J., & Mensah, J. (2018). Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana. Higher Education Evaluation and Development, 12(1), 36–52.
Mulay, R., & Khanna, V. T. (2017). A study on the relationship between the voice of customer with the cost of quality in processes of professional higher education institutions. South Asian Journal of Management, 24(4), 55–72.
Murata, H., & Kobayashi, H. (2025). A Needs-Based Design Method for Product–Service Systems to Enhance Social Sustainability. Sustainability, 17(8), 3619.
Okolie, U. C., Igwe, P. A., Nwosu, H. E., Eneje, B. C., & Mlanga, S. (2020). Enhancing graduate employability: Why do higher education institutions have problems with teaching generic skills? Policy Futures in Education, 18(2), 294–313.
Ponomarenko, N., Polyansky, P., Shkurat, I., Romanenko, M., & Tolochko, S. (2022). Quality management of higher education for increasing the competitiveness of labour resources. International Journal for Quality Research, 3(16), 817–830.
Prasetyo, M. A. M., Ilham, M., & Asvio, N. (2022). Lecturer professionalism in improving the effectiveness of higher education institutions. IJER: International Journal of Educational Review, 4(1), 113–140.
Purwati, A. A., & Sitompul, S. S. (2017). Aplikasi Model Kano dalam Pengukuran Kualitas Perguruan Tinggi Swasta Kota Pekanbaru Berdasarkan Perspektif Mahasiswa. Jurnal Ilmiah Cano Ekonomos, 6(2), 93–100.
Ramadhani, Y. R., Masrul, M., Ramadhani, R., Rahim, R., Tamrin, A. F., Daulay, J. S., Purba, A., Tasnim, T., Pasaribu, A. N., & AB, M. A. (2020). Metode dan Teknik Pembelajaran Inovatif. Yayasan Kita Menulis. https://books.google.co.id/books?id=XZX-DwAAQBAJ
Ramadhani, Y. R., Subakti, H., Masri, S., Brata, D. P. N., Salamun, S., Walukow, D. S., Haeruman, L. D., Sianipar, L. K., Sanjaya, L. A., & Fidhyallah, N. F. (2022). Pengantar Strategi Pembelajaran. Yayasan Kita Menulis.
Shahin, A., & Ebrahimi, S. (2021). Revising the interrelationship matrix of house of quality by the Kano model. The TQM Journal, 33(4), 804–822.
Sudrajat, I., & Purnamasari, N. (2021). Overcrowded classrooms in the analysis of teacher-students interaction. JELA (Journal of English Language Teaching, Literature and Applied Linguistics), 3(2), 74–88.
Sulistiawan, A. (2017). Integrasi Metode Kano dan Quality Function Deployment (QFD) untuk Peningkatan Pelayanan Pendidikan Studi Kasus di SMK Negeri 1 Baureno. Seminar Dan Konferensi Nasional IDEC.
Thomson, S. P., & Antony, J. (2020). Voice of the customer in higher education.
Trinidad, J. E. (2020). Understanding student-centred learning in higher education: students’ and teachers’ perceptions, challenges, and cognitive gaps. Journal of Further and Higher Education, 44(8), 1013–1023.
Yusuf, T. K., Sowiyah, S., Sari, S. R., & Dermawan, O. (2025). Enhancing Student Satisfaction through Facilities, Administration, and Academic Services: A Systematic Review. Al-Idarah: Jurnal Kependidikan Islam, 15(2), 203–216.
Zaky, H. (2025). Quality Higher Education: Accommodate Diverse Learning Needs in Classrooms. Available at SSRN 5158830.
