Analisis Kepuasan Masyarakan Terhadap Kualitas Pelayanan Pengaduan Publik Di DPR RI Dengan Metode Servqual Dan Importance Performance Analysis (IPA)

Ramadhani, Kurnia (2015) Analisis Kepuasan Masyarakan Terhadap Kualitas Pelayanan Pengaduan Publik Di DPR RI Dengan Metode Servqual Dan Importance Performance Analysis (IPA). S2 thesis, Universitas Mercu Buana.

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Abstract

Improved quality of service is one of the strategies outlined in the fulfillment of wishes of the people. Community satisfaction can be achieved when government officials directly involved in the service, can understand and appreciate the desire to implement and excellent service. This study aimed to identify public expectations or desires, the level of public satisfaction with the quality of service in the House of Representatives and identifies priorities for improvement of quality of service by using IPA. This study, using questionnaires, interviews and observations in the data collection. The respondents are the people who come directly totaling 30 people. The survey results were processed using validity and reliability, Servqual and Importance Performance Analysis (IPA) The results of research show that the level of public satisfaction with the quality of service in the House of Representatives on average still not satisfactory. This is evidenced by the negative gap results obtained from all the dimensions measured. Priority to improving quality by using IPA is Seriousness unit officers in helping the community / user service, response to complaints and suggestions community / service users, officers Concern for community service unit / service users and the speed and accuracy of service Keyword: Performance, Quality Service, House of Representatives, Importance Performance Analysis Peningkatan kualitas pelayanan merupakan salah satu strategi yang ditekankan pada pemenuhan keinginan masyarakat. Kepuasaan masyarakat dapat dicapai apabila aparatur pemerintah yang terlibat langsung dalam pelayanan, dapat mengerti dan menghayati serta berkeinginan untuk melaksanakan pelayanan prima. Penelitian ini bertujuan untuk mengidentifikasi harapan atau keinginan publik, tingkat kepuasan publik terhadap kualitas layanan di DPR RI dan mengetahui prioritas perbaikan kualitas layanan dengan menggunakan metode IPA. Penelitian ini, menggunakan kuesioner, wawancara dan observasi dalam pengumpulan data. Responden penelitian adalah masyarakat yang datang secara langsung yang berjumlah 30 orang. Hasil survei diolah dengan menggunakan uji validitas dan reliabilitas, Servqua dan Importance Performance Analysis (IPA). Hasil penelitian menunjukkan bahwa Tingkat kepuasan publik terhadap kualitas layanan di DPR RI rata-rata masih tidak memuaskan. Hal ini dibuktikan dengan hasil gap negatif yang diperoleh dari seluruh dimensi yang diukur. Prioritas perbaikan kualitas layanan dengan menggunakan metode IPA adalah Kesungguhan petugas unit layanan dalam membantu masyarakat/pengguna layanan, Respon terhadap keluhan dan saran masyarakat/pengguna layanan, Kepedulian petugas unit layanan terhadap masyarakat/pengguna layanan dan Kecepatan dan ketepatan pelayanan K e y w o r d : K i n e r j a , K u a l i t a s P e l a y a n a n , D P R R I , I P A

Item Type:	Thesis (S2)
Call Number CD:	CDT-553-15-003
NIM/NIDN Creators:	55311120026
Uncontrolled Keywords:	performance, qulity service, house of representatives, importance performance analysis kinerja, kual. MTI
Subjects:	600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
Divisions:	Pascasarjana > Magister Teknik Industri
Depositing User:	Admin Perpus UMB
Date Deposited:	28 May 2015 09:29
Last Modified:	27 Jun 2022 02:29
URI:	http://repository.mercubuana.ac.id/id/eprint/7182

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