Suryana, Tata (2012) PERBAIKAN PELAYANAN DI BAGIAN PELAYANAN UMUM DI SEKOLAH TINGGI XYZ DENGAN SERVQUAL. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
|
Text (Cover)
1. Hal Cover.pdf Download (163kB) | Preview |
|
|
Text (Abstrak)
2. Abstrak.pdf Download (62kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (Bab 1)
3. Bab 1.pdf Restricted to Registered users only Download (74kB) |
|
|
Text (Bab 2)
4. Bab 2.pdf Restricted to Registered users only Download (161kB) |
|
|
Text (Bab 3)
5. Bab 3.pdf Restricted to Registered users only Download (150kB) |
|
|
Text (Bab 4)
6. Bab 4.pdf Restricted to Registered users only Download (258kB) |
|
|
Text (Bab 5)
7. Bab 5.pdf Restricted to Registered users only Download (104kB) |
|
|
Text (Bab 6)
8. Bab 6.pdf Restricted to Registered users only Download (59kB) |
|
|
Text (Daftar Pustaka)
9. Daftar Pustaka.pdf Restricted to Registered users only Download (175kB) |
Abstract
The object of the research was division of the public service at Sekolah Tinggi XYZ. This section is tasked to provide skills and training to the general public. This study aims to identify and analyze the factors that shape what customer satisfaction and provide feedback to the management to do repairs. The use of service quality is expected to determine whether there is a gap between the performance carried over to what is expected by the registrant. The fifth dimension is measured tangibility, reliability, responsiveness, assurance, and empathy. Deployment questionnaire conducted on 100 respondents using a Likert scale. Servqual calculation shows the gap between the expectations of the performance so far. Using Cartesian diagram is used to map each attribute in question in each dimension. Obtained results of the two attributes that are kuadaran A should be a serious concern for management. Keywords: Service Quality, Gap Analysis, Importance Performance Analysis, Cartesian diagrams, SERVQUAL value. Objek dari penelitian ini adalah bagian pelayanan umum di Sekolah Tinggi XYZ. Bagian ini bertugas untuk memberikan pelayanan ketrampilan dan pelatihan kepada masyarakat umum. Penelitian ini bertujuan untuk mengidentifikasi serta menganalisa faktor- faktor apa saja yang membentuk kepuasan pelanggan serta memberikan masukan kepada pihak manajemen untuk dilakukannya perbaikan. Penggunaan service quality diharapkan dapat mengetahui apakah ada kesenjangan antara kinerja yang dilakukan selama ini dengan apa yang diharapkan oleh para pendaftar. Kelima dimensi yang diukur adalah tangibility, reliability, responsiveness, assurance, dan emphaty. Penyebaran kuesioner yang dilakukan terhadap 100 responden dengan menggunakan skala likert. Perhitungan servqual menunjukan adanya gap antara harapan dengan kinerja selama ini. Penggunaan diagram kartesius digunakan untuk memetakan tiap-tiap atribut yang ditanyakan dalam masing-masing dimensi. Didapatkan hasil adanya 2 atribut yang berada di kuadaran A yang harus menjadi perhatian serius dari pihak sekolah. Kata Kunci : Service Quality, Analisa Gap, Importance Performance Analysis, Diagram Kartesius, Nilai Servqual.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-553-12-004 |
| Call Number: | TI /53/13/001 |
| NIM/NIDN Creators: | 55310110013 |
| Uncontrolled Keywords: | Serviice Quality,Analisa Gap Infortance |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 03 Jan 2013 13:21 |
| Last Modified: | 11 Jul 2022 03:06 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/14880 |
Actions (login required)
 |
View Item |
