PENGARUH KUALITAS PELAYANAN DAN SISTEM INFORMASI MANAJEMEN TERHADAP KEPUASAN MASYARAKAT PADA SISTEM PELAYANAN INFORMASI PUBLIK PROVINSI NUSA TENGGARA BARAT

FADIL, MOHAMAD (2014) PENGARUH KUALITAS PELAYANAN DAN SISTEM INFORMASI MANAJEMEN TERHADAP KEPUASAN MASYARAKAT PADA SISTEM PELAYANAN INFORMASI PUBLIK PROVINSI NUSA TENGGARA BARAT. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

This research aims to analyze the impact of service quality and management information system either partially or simultaneously to the Community Satisfaction in Public Information Services System in West Nusa Tenggara Province. Both Primary and secondary data were carried out. Secondary data were gathered from various sources such as books and journal. Primary data were employed using questionaire, which were distributed to the target respondents. A total of 80 respondents were obtained. The data were analyze through correlation and regression and hypothesis testing in order to obtain the result. The result show there isthe greatest influence on the dimensions of Empathy (Empathy) variable service officer to request information that is already good and dimensions Reliability (Reliability) variable ease of getting information, there is a positive and significant impact to the quality of service can be used as a measure to strengthen community's satisfaction. Simultaneously indicates that the variable quality of service and information systems can be used as benchmarks to strengthening community satisfaction For an advanced research needs to be additional indicators that can provide a better overview, the indicators include the concerns of government officials that the opening of the information could be leaked abuse of authority as well as the pressure and sanctions from superiors to misinforming Keywords: Information Systems Management, Service Quality and Community Satisfaction. Penelitian ini bertujuan untuk menganalisa pengaruh kualitas pelayanan dan sistem infomasi manajemen baik secara parsial maupun simultan terhadap Kepuasan Masyarakat Pada Sistem Pelayanan Informasi Publik Provinsi Nusa Tenggara Barat. Penelitian ini dilakukan secara kuantiatif dan pengumpulan data dilakukan melalui metode survei kepada masyarakat Nusa Tenggara Barat secara acak dengan responden sejumlah 80 orang. Data yang diperoleh diolah melalui uji korelasi dan regresi serta uji hipotesis sehingga diperoleh hasil bahwa Kualitas Pelayanan Reliabilitas (Reliability), Daya tanggap (Responsiveness), Jaminan (Assurance), Empati (Empathy), Bukti fisik (Tangibles) dan Sistem Informasi Manajemen Waktu (Time Dimension), Konten (Content Dimension), Bentuk (Form Dimension) berpengaruh secara parsial dan simultan terhadap kepuasan masyarakat. Pengaruh yang paling besar terdapat pada dimensi Empati (Empathy) variable pelayanan petugas terhadap permintaan informasi yang sudah baik dan dimensi Kehandalan (Reliability) variable kemudahan mendapatkan informasi, terdapat pengaruh positif dan signifikan sehingga kualitas pelayanan dapat dijadikan tolok ukur terhadap penguatan kepuasan masyarakat. Secara simultan menunjukan bahwa variabel kualitas pelayanan dan sistem Informasi dapat dijadikan tolok ukur terhadap penguatan kepuasan masyarakat Untuk penelitian lanjutan perlu penambahan indikator sehingga bisa memberikan gambaran lebih baik, indikator tersebut diantaranya adanya kekhawatiran pejabat pemerintah bahwa pembukaan informasi bisa membocorkan penyalahgunaan wewenang serta adanya tekanan dan sangsi dari atasan terhadap kesalahan pemberian informasi Kata kunci: Sistem Informasi Manajemen, Kualitas Pelayanan dan Kepuasan Masyarakat.

Item Type:	Thesis (S2)
Call Number CD:	CDT-551-14-030
NIM/NIDN Creators:	55112110165
Uncontrolled Keywords:	Information Systems Management, Service Quality and Community Satisfaction,Sistem Informasi Manajemen, Kualitas Pelayanan dan Kepuasan Masyarakat. 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:	UMMI RAHMATUSSYIFA
Date Deposited:	27 Apr 2022 06:08
Last Modified:	27 Jun 2022 06:50
URI:	http://repository.mercubuana.ac.id/id/eprint/60591

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