DAIS, CECEP (2009) ANALISIS KEPUASAN MASYARAKAT ATAS PELAYANAN PERSAMPAHAN DI DINAS KEBERSIHAN DAN PERTAMANAN KABUPATEN BOGOR. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This research measures public’s satisfactions level on waste service in Bogor District’s Wastes and Gardens Office. Some sample has taken in this research by spreading questionnaires to the waste service customers. There’re 130 respondents has been taken in this research with purposive sampling method. The independent variables (X) in this research are process (X1) and service quality (X2). Subsequently the dependent variable is public’s satisfactions on waste service in Bogor District’s Wastes and Gardens Office. Linear regression analysis was applied to analyze the consequence of process and service quality, simultaneously and partially towards public’s satisfactions in Bogor District’s Wastes and Gardens Office. In addition, Importance and Performance analysis Matrix was used in this research. Base on the result of analysis, simultaneously process and service quality has a strong and significant consequence towards public’s satisfaction. Process has no significant consequence towards public’s satisfaction. Service quality has a strong and significant consequence towards public’s satisfaction. Hence, Bogor District’s Wastes and Gardens Office must improve their service quality, in order to get more public’s satisfactions. Penelitian ini mengkaji tingkat kepuasan masyarakat atas pelayanan persampahan yang menjadi cakupan pelayanan Dinas Kebersihan dan Pertamanan Kabupaten Bogor. Penelitian ini dilakukan dengan cara mengambil sampel melalui penyebaran kuesioner kepada 130 responden pengguna jasa pelayanan persampahan di wilayah pelayanan Kabupaten Bogor. Penentuan sampel menggunakan metode purposive sampling. Variabel Independen/bebas (X) dalam penelitian ini terdiri dari variabel Proses (Process), dan Kualitas Pelayanan (Service Quality). Sedangkan variabel dependen/terikat (Y) adalah tingkat kepuasan masyarakat atas Pelayanan Persampahan yang dikelola oleh Dinas Kebersihan dan Pertamanan Kabupaten Bogor. Untuk menganalisis pengaruh (Process), Kualitas Pelayanan (Service Quality), bersama-sama dan secara parsial terhadap kepuasan masyarakat di Dinas Kebersihan dan Pertamanan Kabupaten Bogor digunakan Model regresi linier berganda. Selain itu digunakan Analisis Kepentingan dan Kinerja (Importance and Performance Analysis). Berdasarkan hasil analisis diperoleh bahwa secara simultan proses dan kualitas pelayanan mempunyai pengaruh yang kuat dan signifikan terhadap kepuasan masyarakat atas pelayanan persampahan. Proses tidak mempunyai pengaruh yang signifikan terhadap kepuasan. Kualitas pelayanan mempunyai pengaruh yang kuat dan signifikan terhadap kepuasan masyarakat atas pelayanan persampahan. Oleh karena itu Dinas Kebersihan dan Pertamanan Kabuapten Bogor harus menyempurnakan mutu pelayanannya, agar dapat meningkatkan kepuasan masyarakat.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-09-084 |
| Call Number: | TM/10/136 |
| NIM/NIDN Creators: | 55107110080 |
| Uncontrolled Keywords: | mps, manajemen pemasaran |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 02 Jun 2010 11:41 |
| Last Modified: | 13 Jul 2022 06:39 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/26875 |
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