Analisis kualitas layanan upt balai bahan dan barang teknik dinas perindustrian dan perdagangan propinsi dki jakarta

Liesdawaty, Riana (2005) Analisis kualitas layanan upt balai bahan dan barang teknik dinas perindustrian dan perdagangan propinsi dki jakarta. Masters thesis, Institut Pertanian Bogor.

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Abstract

The objectives of this study are : 1) analyzing the condition of service quality of UPT B3T of Industry and Trade Department, Province of Capital City Administration, 2) identifying and analyzing factors that influencing the service quality of UPT B3T, 3) Formulating alternative policy to improve on the service quality of the UPT B3T for the future. This study is classified to destriptive and case study which uses purpose sampling method based. Data is the analyzed by sign test and factor analysis. The result show that service quality of UPT B3T at the moment pursuant to assessment from all responden, officer of UPT B3T, officer on duty Perindag, and also cutomer shall be as follows is : according to all responden, quality of service of UPT B3T as a whole stay in the good condition, pursuant to officer of UPT B3T, service quality as a whole assessed the goodness, that way also for the dimension of service of mainstay and caring dimension, officer on duty Perindag assess the quality all service still be unfavourable, and pursuant to cutomer assessment, service quality as a whole assessed the goodness. Strive the make-up of quality service of UPT B3T to come according to assessment of all responden, officer of UPT B3T, officer on duty Perindag, and also cutomer is : 1) according to all responden, to be improved that is indicator of readiness of UPT B3T to assist the problem faced the cutomer, behavioral indicator officer in giving service, 2) Officer of UPT B3T assess to be improved that is indicator of readiness of UPT B3T to assist the problem faced the cutomer, indicator of respon officer in serving cutomer, indicator of UPT B3T generally able to guarantee coinciding of various promise to cutomer go together its service, and also indicator in giving service, UPT B3T have given the sense of justice for its cutomer, 3) Pursuant to officer view On duty Perindag, to be improved indicator of hygiene of place space give the service to cutomer, and behavioral indicator officer in giving service, 4) Pursuant to view cutomer to be improved indicator of readiness of UPT B3T to assist the problem faced the cutomer and behavioral indicator officer in giving service.

Item Type: Thesis (Masters)
Additional Information: 9(5Ek)lie a
Uncontrolled Keywords: UPT B3T DKI Jakarta, Kualitas Layanan, 5 (Lima) Dimensi Pelayanan, Teknik Uji Tanda (sign test), Analisis Faktor, Modus, Analisis Tingkat Kepentingan dan Kesulitan.
Subjects: Manajemen Pemasaran
Depositing User: SB-IPB Library
Date Deposited: 20 Dec 2016 06:09
Last Modified: 20 Dec 2016 06:09
URI: http://repository.sb.ipb.ac.id/id/eprint/2726

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