Analisis kepuasan pengguna jasa terhadap pelayanan terpadu satu atap pemerintah kotamadya jakarta selatan

Mursid, Mohammad (2006) Analisis kepuasan pengguna jasa terhadap pelayanan terpadu satu atap pemerintah kotamadya jakarta selatan. Masters thesis, Institut Pertanian Bogor.

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Official URL: http://elibrary.mb.ipb.ac.id

Abstract

The aims of this study were to analyze the user's perception toward the quality of service and the satisfaction level of various dimensions/attributes of One-Roof Integrated Service from the Jakarta Selatan Municipality and to formulate alternative efforts to be conducted by the Jakarta Selatan Municipality in improving the service quality of the user's satisfaction toward their One-Roof Integrated Service. The method of study used was survey. To measure the satisfaction level of user, the tangibles, reliability, responsiveness, assurance and empathy. The results of study showed that the service received by the user's still far from the expection. This was because the dimensions or attributes perceived by the user's important in improving the service quality were perceived to perform below average. On the other hand, the dimensions or attributes conducted by the service unit officer with about average performance, in reality, had not yet shown the service performance as expected by the user's, even some of the attributes were regarded by the user's unimportant in improving the service quality. The use's complaints, both conveyed through the suggestion box, the counter officer and the parent institution, were not optimally solved, This made the use's thing that the service unit officer had no commitment to improve the service with a faster, more accurate, easier and cheaper concept was still far from the use's expection.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Kepuasan Pengguna Jasa, Pelayanan Terpadu Satu Atap, Pemerintah Kotamadya Jakarta Selatan, Metode Servqual, Diagram Kartesius, Chi Square, Wilcoxon Signed Ranks Test.
Subjects: Manajemen Pemasaran
Depositing User: Library
Date Deposited: 14 Sep 2011 01:02
Last Modified: 01 Sep 2016 03:08
URI: http://repository.sb.ipb.ac.id/id/eprint/285

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