IRFAN, MUHAMAD (2021) ANALISIS KEPUASAN PENGUSAHA INFORMAL TERHADAP IZIN USAHA MIKRO KECIL DI KELURAHAN KALI DERES MENGGUNAKAN METODE SERVQUAL. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Kelurahan Kalideres is a government institution that provides licensing services for micro and small businesses for informal entrepreneurs in the working area of the kelurahan. Satisfaction of informal entrepreneurs with micro and small business licenses shows the performance of officials who are in the institution. The concept of service quality related to customer satisfaction is determined by the five elements of SERVQUAL or Service Quality (tangible, reliability, responsiveness, assurance, and empathy). The Service Quality (Servqual) method is a method often used to measure service quality quantitatively in the form of a questionnaire. The Service Quality (Servqual) model used in this study uses the GAP 5 model where what is sought is the gap between expected service and perceived service to determine the satisfaction of informal entrepreneurs with micro and small business licenses. This is because the quality of service must start with the patient's needs and end with the patient's perception. Based on the Servqual method, it can be concluded that all dimensions have a positive gap value. Tangible is in the first rank with a gap value of 0.4, then the second rank is the Reliability dimension with a gap value of 0.175, the third rank is the Responsiveness dimension with a gap value of 0.167, and the fourth rank is the Assurance and Emphaty dimensions with the same gap value of 0.1. Thus the priority dimensions to be improved are Assurance and Emphaty which have the smallest Gap values. This means that the expectations of informal entrepreneurs towards micro and small business licensing services have been fulfilled. Keywords : Servqual, tangible, reliability, responsiveness, assurance, dan emphaty Kelurahan Kalideres merupakan lembaga pemerintah yang menyediakan pelayanan perizinan usaha mikro kecil bagi pengusaha informal di wilayah kerja kelurahan. Kepuasan pengusaha informal terhadap izin usaha mikro kecil menunjukkan kinerja aparatur yang berada pada Lembaga tersebut. Konsep mutu pelayanan yang berkaitan dengan kepuasan pelanggan ditentukan oleh lima unsur SERVQUAL atau Service Quality (tangible,reliability, responsiveness, assurance, dan emphaty). Metode Service Quality (Servqual) adalah metode yang sering digunakan untuk mengukur kualitas pelayanan secara kuantitatif dalam bentuk kuesioner. Model Service Quality (Servqual) yang digunakan pada penelitian ini menggunakan model GAP 5 dimana yang dicari adalah kesenjangan antara pelayanan yang diharapkan (Expected service) – pelayanan diterima (Perceived service)untuk mengetahui kepuasan pengusaha informal terhadap izin usaha mikro kecil. Hal ini di karenakan kualitas jasa harus dimulai dari kebutuhan pasien dan berakhir pada persepsi pasien. Berdasarkan metode Servqual dapat diperoleh hasil bahwa semua dimensi memiliki nilai gap positif. Tangiblemenempati peringkat pertamadengan nilai gap 0,4 kemudian peringkat kedua dimensi Reliability dengan nilai gap 0,175, peringkat ketiga dimensi Responsiveness dengan nilai gap 0,167, dan peringkat ke empat ada dimensi Assurance dan Emphatydengan nilai gap sama-sama 0,1. Dengan demikian dimensi yang menjadi prioritas untuk diperbaiki adalah Assurance dan Emphatyyang memiliki nilai Gap terkecil. Berarti harapan pengusaha informal terhadap pelayanan perizinan usaha mikro kecil sudah terpenuhi. Kata Kunci : Servqual, tangible,reliability, responsiveness, assurance, dan emphaty
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