Hehaitu, Ali Akbar (2006) Layana Standar Nasional indonesia Pada Pusat Infoemasi dan Dokumentasi Asi BSN. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
In according with the report of BSN in the year of 2005 consists 6.646 SNI. From all the SNI in the report, there are 215 which have been mandatory applied by the government. The Centre for Information and Documentation as a structure of BSN has duty and function for SNI services to businessman, government, educationist and societies. The research held by took the corresponding which came to the library of the Centre for Information and Documentation of BSN, they answer some questions are listed on questioner used a random sampling method for 20 works day. Based on assessment on servicing process which gave by the Centre for Information and Documentation of BSN, resulted an average lowest value was 0.2 found on number of servicing process statement, number (7) no available the SOP (Standard Operation Procedure) at the library of BSN; number (12) no available the catalogue on computer; number (22) no available schedule time for servicing officer; number (23) no available servicing complain officer; and number (27) no available listed of information on SNI revised and abolished. Based on perception and expectation assessment for corresponding on attribute servicing quality was 22 by the Centre for Information and Documentation of BSN, got an average value perception was 3.29 and expectation was 4,2. In according to Cartesius Diagram analysis with perception (X) and expectation (Y) coordinates value. On the Cartesius Diagram at A quadrant position found attribute number 4 (3.15, 4.51); attribute number 7 (3.19, 4.53) and attribute number 3 (3.26, 4.55). Based on attribute number of servicing quality found on A quadrant of Cartesius Diagram, so the Centre for Information and Documentation of BSN have to revise their services by priorities using the SOP, and directing the servicing staff to give services on time concerning to the agreement. Sesuai dengan laporan BSN tahun 2005 tersedia 6.646 SNI dan 215 SNI dari jumlah tersebut telah diberlakukan secara wajib oleh pemerintah. Pusat Informasi dan Dokumentasi sebagai salah satu struktural dari BSN mempunyai tugas dan fungsi memberikan pelayanan SNI kepada pelaku usaha, instansi pemerintah, dunia pendidikan dan masyarakat umum. Penelitian ini dilakukan dengan mengambil pengunjung perpustakaan di Pusat Informasi dan Dokumentasi BSN sebagai responden dengan mengisi kuesioner yang menggunakan metoda sampling acak selama 20 hari kerja. Berdasarkan penilaian terhadap proses pelayanan yang diberikan oleh Pusat Informasi dan Dokumentasi diperoleh nilai rata-rata terendah 0,2 terdapat pada pernyataan proses nomor (7) tidak tersedia SOP di unit kerja bagian perpustakaan; nomor (12) tidak tersedia catalog dalam computer; nomor (22) tidak tersedia jadwal piket petugas pelayanan; nomor (23) tidak tersedia petugas penanganan pengaduan; dan nomor (27) tidak tersedia informasi tertulis SNI revisi dan dihapus. Berdasarkan penilaian persepsi dan harapan responden terhadap 22 atribut kualitas pelayanan yang dilakukan oleh Pusat Informasi dan Dokumentasi BSN, diperoleh nilai rata-rata dari rata-rata persepsi (3,29) dan nilai rata-rata dari rata-rata harapan (4,2). sesuai analisis Diagram Kartesius dengan sumbu X (nilai persepsi) dan sumbu Y (nilai harapan). Pada kuadran A Diagram Kartesius terdapat atribut nomor 4 (3.15, 4.51), nomor 7 (3.19, 4.53) dan nomor 3 (3.26, 4.55). Berdasarkan nomor atribut pelayanan yang terdapat pada kuadran A Diagram Kartesius, maka Pusat Informasi dan Dokumentasi BSN harus melakukan prioritas perbaikan pelayanan dengan membuat peraturan (SOP) dan pengarahan kepada petugas pelayanan untuk memberikan pelayanan SNI bagi pemohon harus sesuai dengan waktu yang dijanjikan.
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-551-06-024 |
| Call Number: | TM/10/278 |
| NIM/NIDN Creators: | 1310311-008 |
| Uncontrolled Keywords: | Dokumentasi, 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: | 10 Mar 2011 10:29 |
| Last Modified: | 27 Jul 2022 07:46 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/31814 |
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