DANIEL, RIDONI (2020) PENGARUH PELAYANAN PRIMA TERHADAP PERSEPSI DAN KEPUASAN MASYARAKAT DI MAL PELAYANAN PUBLIK PROVINSI DKI JAKARTA. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Public service innovation using the concept of one-stop integrated service through Mal Pelayanan Publik for the citizens of Jakarta requires excellent service to generate positive perception and satisfaction of people who have applied for permit and non- permit request. The aim of this research is to find out the influence of excellent service and people’s satisfaction, the influence of excellent service and people’s perception, and the correlation between people’s perception and people’s satisfaction. This research uses excellent service theory and explanatory quantitative method. The number of samples is 100 respondents, which are collected in Mal Pelayanan Publik in June 2019. Data is then analyzed using rank-Spearman correlation. The results of this research show that excellent service has positive influences toward people’s perception, with the total influence of 31.8%. Excellent service has positive influence toward people’s satisfaction, with the total influence of 66.2%. Additionally, there is significant correlation between people’s perception and people’s satisfaction, with correlation value of 61.4%. Keywords: excellent service, people’s perception, people’s satisfaction, mal pelayanan publik Inovasi pelayanan publik yang menggunakan konsep pelayanan terpadu satu pintu melalui Mal Pelayanan Publik kepada warga Jakarta, diperlukan pelayanan prima yang baik sehingga menghasilkan persepsi positif dan kepuasan masyarakat yang telah mengurus perizinan dan nonperizinan. Tujuan penelitian ini adalah mengetahui pengaruh antara pelayanan prima dengan kepuasan masyarakat, pengaruh pelayanan prima dengan persepsi masyarakat, dan hubungan antara persepsi masyarakat dengan kepuasan masyarakat. Menggunakan teori pelayanan prima (service excellent), penelitian dilakukan dengan metodologi kuantitatif eksplanatif. Teknik pengambilan sampel dengan kuota sebanyak 100 responden di Mal Pelayanan Publik Provinsi DKI Jakarta pada Juni 2019, dengan analisis menggunakan korelasi rank-Spearman. Hasil penelitian ini menunjukkan bahwa pelayanan prima berpengaruh positif terhadap persepsi masyarakat dengan total pengaruh sebesar 31,8%, pelayanan prima berpengaruh positif terhadap kepuasan masyarakat dengan total pengaruh sebesar 66,2%, dan terdapat hubungan nyata antara persepsi masyarakat dengan kepuasan masyarakat dengan nilai korelasi sebesar 61,4%. Kata kunci: pelayanan prima, persepsi masyarakat, kepuasan masyarakat, mal pelayanan publik
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