UPAYA PERBAIKAN KUALITAS PELAYANAN MELALUI METODE SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS DI UNIT LAYANAN PENGADAAN KEMENTERIAN PERDAGANGAN

KURNIA, REZA DWI (2018) UPAYA PERBAIKAN KUALITAS PELAYANAN MELALUI METODE SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS DI UNIT LAYANAN PENGADAAN KEMENTERIAN PERDAGANGAN. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Based on Presidential Regulation No. 54/2010 concerning Procurement of Government Goods / Services, the procurement process of goods / services is carried out by a unit called Procurement Unit. At the Ministry ofTrade, ULP was formed in 2011. ULP in implementing the procurement process of goods / services often get complaints and rebuttal from parties related to ULP namely the Satker and Partner Company. Based on the above, it is necessary to evaluate the services provided by ULP Ministry of Trade. This study aims to determine the quality of services provided, looking for dimensions / factors attribute causing customer complaints (satker and Partner Company.), and make suggestions for improvement. Using the integration method Servqual (Sevice Quality) and IPA Importance Performance Analysis). Surveys were conducted to measure the five dimensions of Servqual services: Reliability, Assurance, Tangible, Empathy and Responsiveness. Gaps of Indicators from each dimension are obtained and used to measure service quality. Using the IPA analysis the priority of improvement can be determined. The result of the quality of service to satker and Partner Company. is still bad. The main cause is the Reliability dimension on the Satker and the dimensions of Responsiveness to Partner Company. Contribution of this research is to give suggestion of improvement to improve service quality at ULP Ministry of Trade. Keywords : Servqual, Sevice Quality, IPA, Importance Performance Analysis Berdasarkan Peraturan Presiden Nomor 54 Tahun 2010 tentang Pengadaan Barang/Jasa Pemerintah, proses pengadaan barang/jasa dilaksanakan oleh suatu unit yang disebut Unit Layanan Pengadaan. Pada Kementerian Perdagangan, ULP dibentuk pada tahun 2011. ULP dalam melaksanakan proses pengadaan barang/jasa sering mendapatkan keluhan dan sanggahan dari pihak yang berhubungan dengan ULP yaitu pihak Satker dan Rekanan. Berdasarkan hal tersebut maka perlu dilakukan evaluasi terhadap pelayanan yang telah diberikan oleh ULP Kementerian Perdagangan. Penelitian ini bertujuan untuk mengetahui kualitas layanan yang diberikan, mencari dimensi/ atribut penyebab keluhan pelanggan (satker dan rekanan), serta melakukan usulan perbaikan. Menggunakan metode integrasi Servqual (Sevice Quality) dan IPA (Importance Performance Analysis). Survei dilakukan untuk mengukur lima dimensi layanan Servqual yaitu Reliability, Assurance, Tangible, Empathy dan Responsiveness. Gap dari Indikator dari masing- masing dimensi diperoleh dan digunakan untuk mengukur kualitas layanan. Dengan menggunakan analisis IPA maka prioritas perbaikan dapat diketahui. Hasil dari kualitas layanan terhadap satker dan rekanan ternyata masih buruk. Penyebab utamanya adalah pada dimensi Reliability pada satker dan dimensi Responsiveness pada rekanan. Kontribusi dari penelitian ini adalah untuk memberikan usulan perbaikan guna meningkatkan kualitas layanan pada ULP Kementerian Perdagangan. Kata Kunci : Servqual, Sevice Quality, IPA, Importance Performance Analysis

Item Type: Thesis (S2)
Call Number CD: CD/551. 18 016
Call Number: TM/51/18/166
NIM: 55113120229
Uncontrolled Keywords: Servqual, Sevice Quality, IPA, Importance Performance Analysis
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 023 Personnel Administration/Personalia Perpustakaan > 023.8 In-Service Training/Pelatihan Layanan
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan > 025.5 Service to Users/Layanan Kepada Pengguna Perpustakaan > 025.52 Reference and Information Services/Layanan Referensi dan Informasi > 025.523 Cooperative Information Services/Layanan Informasi
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.1 Museum Services to Patrons/Layanan Museum untuk Pelanggan > 069.16 Recreational Services/Layanan Rekreasi
200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 25 Oct 2018 03:17
Last Modified: 06 Nov 2018 05:10
URI: http://repository.mercubuana.ac.id/id/eprint/45200

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