Analisis tingkat kepuasan masyarakat terhadap kualitas pelayanan (studi kasus pada tiga kantor lurah di kotamadya jaksel)

Haridjaja, Fadjar (2005) Analisis tingkat kepuasan masyarakat terhadap kualitas pelayanan (studi kasus pada tiga kantor lurah di kotamadya jaksel). Masters thesis, Institut Pertanian Bogor.

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The aims of this study were (1) to analyze the satisfaction level of the community receiving services provided by three Rural Government Offices (RGOs) in the Municipality of Southern Jakarta and (2) to formulate the alternative steps/efforts to conduct by the Head of the RGO to fulfill and go improve the satisfaction of the community receiving the services from his/her Office. The method used in the study was descriptive analysis by direct approach in the form of case study. The primary data was collected by interviewing the RGO Officials and distributing questionnaires to the community receiving the services at the three RGOs of 105 respondents. On the other hand the secondary data were obtained from desk study and the result of RGO activities related to the study. The analytical tools used were descriptive analysis, gap analysis, and IPA (Important Performance Analysis). The service attributes prioritized to improve in the entire Rural Government were procedure and speed. The second priority attributes were cost transparency, official’s competence, understanding, and sincerity; while carefulness and accuracy became the third priority attributes. The fourth priority attributes were realization, willingness to provide information, willingness to help, friendliness, and trust toward official. The non-prioritized attributes, since it had fulfilled the community interest, were location, office appearance, sanitation, official appearance, existence of top management, willingness to respond, knowledge of official, and closeness. The result of assessment toward the performance of service attributes positioned Bukit Duri Rural Government (RG) as the best RG in providing services for the community, then North Kebayoran Lama and Lenteng Agung. Based on the result of gap analysis, Bukit Duri had the service attribute with low negative gap value and positive gap value compared to North Kebayoran Lama and Lenteng Agung. While based on the result of IPA, Bukit Duri had more service attributes within the Quadrant of Maintaining the Achievement compared to the two RGs and had fewer service attributes within the Quadrant of Main Priority compared to the two RGs. The effort of the RGO to meet and improve the community satisfaction level toward the service provided was by improving the service facilities needed by the community. The service improvement of RG covered the physical facilities directly connected to the service support facilities as the venue or location to serve the needs of the community and the trainings for officials to improve the quality of human resources, both the personal/psychological competence in face-to-face dealings with the community and the technical expertise to support the smoothness of the service process.

Item Type: Thesis (Masters)
Additional Information: 6(5Ek)HAR a
Uncontrolled Keywords: Studi Kasus, Tingkat Kepuasan, Analisis Kesenjangan, Metode Servqual, Analisis IPA (Importance Performance Analysis), studi kasus, Kantor Lurah, Lenteng Agung, Bukit Duri, Kebayoran Lama Utara, Jakarta Selatan.
Subjects: Manajemen Sumber Daya Manusia
Depositing User: SB-IPB Library
Date Deposited: 02 Nov 2016 02:53
Last Modified: 02 Nov 2016 02:53

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