Analysis of an industrial internship in the department of mechanical engineering with servqual, kano, and quality function deployment

Abstract The objective of this study is to examine: (1) the real implementation of an industrial internship in Vocational High School 2 Klaten (2 the level of gap between the perceived quality and the expected quality of the implementation (3) attribute importance needed in improving the quality of the implementation (4) priorities that the school management must do for improving the quality. Data analysis used servqual, Kano model and quality function deployment. The data collection techniques were observation, questionnaires, interview, and documentation. The results of this study indicated the average performance based on the rating of students, teachers, and industry under expectation score (priority score). The gap level of tangibles was -0,47, reliability was -0,51, responsiveness was -0,57, assurance is -0,44 and empathy is -0,20. All of the attributes are important to improve the quality of industrial internship program. Prioritized strategies had to be done by school’s management were: (1) preparing infrastructure for internship participants (2) determining the feasibility standards of companies involved in the internship program (3) moral development of internship participants (4) determining duties and obligation of the supervisor teachers (5) setting the standard operating procedure of pre-implementation of the program (6) choosing standard activities for internship participants (7)setting the policy of internship’s wearpack