Penerapan Metode Servqual Dalam Menentukan Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pengurusan Surat Izin Usaha Mikro Dan Kecil Pada Kantor Camat Dolat Rayat Kabupaten Karo

Abstrak— Adanya permasalahan yang dihadapai masyarakat adalah masyarakat tidak bisa memberikan penilaian kepuasan terhadap pengurusan izin uasaha mikro dan kecil, hal ini membuat pegawai tidak bias mengukur kepuasan masyarakat untuk meningkatkan kualitas pelayanan di kantor camat. Dalam mengambil keputusan diperlukan sebuah sistem yang dapat menentukan tingkat kepuasan masyarakat berdasarkan kriteria yang ditentukan oleh pengguna. Penerapan Metode Servqual Dalam Menentukan Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pengurusan Surat Izin Usaha Mikro Dan Kecil Pada Kantor Camat Dolat Rayat Kabupaten Karo. Metode Servqual adalah suatu kuesioner yang dapat mengukur kualitas jasa. Metode ini digunakan untuk mengukur kualitas layanan dari atribut masing-masing dimensi, sehingga akan diperoleh nilai gap (kesenjangan) yang merupakan selisih antara persepsi konsumen terhadap layanan yang diterima. Metode Servqual memiliki dua perspektif internal dan perspektif eksternal. Perspektif internal didefenisikan dengan bebas kesalahan (zero defect) sedangkan perspektif eksternal digunakan untuk memahami apa yang diharapkan konsumen, dirasakan konsumen dan kepuasan konsumen.Kata kunci: Pelayanan, Kepuasan Masyarakat, Penilaian, Metode Servqual Abstract— There is a problem faced by the community is that the community cannot provide an assessment of satisfaction with the management of micro and small business permits, this makes employees not biased to measure community satisfaction to improve service quality in the camat office. In making decisions, we need a system that can determine the level of community satisfaction based on criteria determined by the user. Application of the Servqual Method in Determining the Level of Community Satisfaction with Services for Managing Micro and Small Business Licenses at the Sub-District Office of Dolat Rayat, Karo Regency. The Servqual method is a questionnaire that can measure service quality. This method is used to measure the service quality of the attributes of each dimension, so that a gap value is obtained which is the difference between consumer perceptions of the services received. The Servqual method has two internal perspectives and an external perspective. The internal perspective is defined as being free of errors (zero defect), while the external perspective is used to understand what consumers expect, feel and customer satisfaction.Keywords: Service, Community Satisfaction, Assessment, Servqual Method

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TQM DI RUMAH SAKIT

10.31227/osf.io/bjvug ◽

2019 ◽

Author(s):

vovi tridian ulfah ◽

Rusdinal ◽

Hade Afriansyah

Keyword(s):

Service Quality ◽

Medical Treatment ◽

Community Service ◽

Community Satisfaction ◽

Private Hospitals ◽

Number Of Patients ◽

Satisfaction With Services ◽

The Prestige

Abstrak¬¬-- a hospital is one of the community service centers that can accommodate people who will undergo medical treatment or care.the increasing number of people in Indonesia has resulted in a large number of patients to be dealt with, and it is evident that we can see that there are currently many private hospitals in circulation, thus reducing the prestige of public hospitals.To improve the quality of the hospital, it is necessary to improve the quality of the hospital, which is a challenge for leaders who are sick, especially in developing service quality, such as services from doctors, nurses, staff and other employees to increase community satisfaction with services. which is given

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peningkatan TQM di Rumah Sakit

10.31227/osf.io/ewxms ◽

2019 ◽

Author(s):

vovi tridian ulfah ◽

Rusdinal ◽

Hade Afriansyah

Keyword(s):

Service Quality ◽

Community Service ◽

Medical Equipment ◽

Medical Personnel ◽

Private Hospitals ◽

Number Of Patients ◽

The Government ◽

Improve Service Quality ◽

Satisfaction With Services

Abstrak¬¬-- In order to improve service quality conduct and synergize management to complement hospitals medical equipment supported by medical personnel who are quite reliable in their fields. Steps taken by the hospital, among others, cooperating with the government, opportunities for open relations partnership for investors to develop this hospital to be better in the future. a hospital is one of the community service centers that can accommodate people who will undergo medical treatment or care.the increasing number of people in Indonesia has resulted in a large number of patients to be dealt with, and it is evident that we can see that there are currently many private hospitals in circulation, thus reducing the prestige of public hospitals.To improve the quality of the hospital, it is necessary to improve the quality of the hospital, which is a challenge for leaders who are sick, especially in developing service quality, such as services from doctors, nurses, staff and other employees to increase community satisfaction with services. which is given

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Peningkatan TQM di Kualitas RUmah Sakit

10.31227/osf.io/rh4t3 ◽

2019 ◽

Author(s):

vovi tridian ulfah ◽

Rusdinal ◽

Hade Afriansyah

Keyword(s):

Service Quality ◽

Community Service ◽

Medical Equipment ◽

Medical Personnel ◽

Private Hospitals ◽

Number Of Patients ◽

The Government ◽

Improve Service Quality ◽

Satisfaction With Services

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THE QUALITY OF E-KTP SERVICE IN CIBEUNYING KALER SUBDISTRICT AT BANDUNG MUNICIPALITY INDONESIA

International Journal of Social Science ◽

10.53625/ijss.v1i2.135 ◽

2021 ◽

Vol 1 (2) ◽

pp. 43-48

Author(s):

Sunasih Mulianingsih ◽

Engkus ◽

Tika Ayu Tri Lestari

Keyword(s):

Data Collection ◽

Service Quality ◽

Research Method ◽

Qualitative Approach ◽

Literature Study ◽

District Office ◽

Government Services ◽

The Subject ◽

Improve Service Quality

The quality of E-KTP service is one of the basic forms of government services to the community. The main problem of this research is that the quality of E-KTP service at the Cibeunying District Office, Bandung City is not optimal and not satisfactory. Optimizing e-KTP services is needed to improve service quality and satisfy the community. This synthesis is the subject of this article. The research method used is a qualitative approach with data collection techniques: observation, interviews and literature study. Based on the research results, the service is not optimal because it is not fully based on the dimensions: 1. Service Speed, 2. Cleanliness, Tidiness and Facilities; 3. Friendliness and Patience of Employees in Serving the speed of service; 4. Employees who are helpful and friendly and considerate of customers; 5. Security and Comfort.

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PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN MASYARAKAT PADA PELAYANAN ADMINISTRASI TERPADU KECAMATAN (PATEN) DI KANTOR KECAMATAN PARENGGEAN

Journal Ilmu Sosial, Politik dan Pemerintahan ◽

10.37304/jispar.v10i1.2291 ◽

2021 ◽

Vol 10 (1) ◽

Author(s):

Dyna Noraini

Keyword(s):

Service Quality ◽

Research Method ◽

Quantitative Method ◽

Linear Analysis ◽

Community Satisfaction ◽

District Office ◽

A Value ◽

The Government ◽

Level Of Significance

This research discusses how service quality, which is one of the keys to success provided by the government, is related to community satisfaction. The purpose of this study was to determine and analyze the effect of service quality on the level of community satisfaction in the District Integrated Administration Service at the Parenggean District Office. The research method used is a quantitative method with a sample of 100 people. The data obtained from the research results in the form of answers to questionnaires were tested using the validity test then analyzed using simple linear analysis then the t test to determine the level of significance. This analysis is assisted by the SPSS version 18 program. The measurement uses a questionnaire with indicators of service quality and community satisfaction which is distributed to respondents based on the respondent's own experience consisting of 28 questions. Based on the results that have been obtained, the researcher concludes that community satisfaction related to this study is strongly influenced by the quality of service with a value of 66%, this is considered quite influential, but there are still 34% which are still influenced by other variables outside of this study.

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PERBANDINGAN SERVICE QUALITY MUSEUM KRETEK DENGAN MUSEUM JENANG KUDUS

Journal of Industrial Engineering and Technology ◽

10.24176/jointtech.v1i1.5619 ◽

2020 ◽

Vol 1 (1) ◽

pp. 18-24

Author(s):

Asyharudin Hanif ◽

Ihfadz Lucky Alfa Saputra Lucky Alfa Saputra ◽

Dewi Putri Mardiana Putri Mardiana ◽

Rangga Primadasa

Keyword(s):

Service Quality ◽

Model Method ◽

The Difference ◽

Improve Service Quality

In Kudus district, has two museums which Museum Kretek and Museum Jenang Kudus. In 2018 the number of visitors to the Museum Kretek reached 102,998 visitors, while the total visitors to the Musuem Jenang Kudus reached 397,625. The difference reaching 294,627 raises the question of how the service quality between the two museums. This study used the SERVQUAL Model method to determine the service quality of the two Musuem as well as a comparison of the service quality of the Museum Kretek and the Museum Jenang Kudus. The results of the study revealed that of the 100 reapondents who had visited the Museum Kretek and the Museum Jenang Kudus, the Museum Jenang Kudus had a better perception of service quality according to respondents. Based on the results of this study, we suggest that both museums improve service quality, especially in service quality items that get a low perception of respondents

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A STUDY OF CHINA’S MAJOR DOMESTIC AIRLINES’ SERVICE QUALITY AT SHANGHAI’S HONGQIAO AND PUDONG INTERNATIONAL AIRPORTS

Aviation ◽

10.3846/16487788.2017.1415224 ◽

2017 ◽

Vol 21 (4) ◽

pp. 143-154

Author(s):

Hongwei JIANG ◽

Glenn S. BAXTER ◽

Graham WILD

Keyword(s):

Service Quality ◽

Competitive Advantage ◽

Domestic Market ◽

Competitive Market ◽

Sustained Development ◽

The Core ◽

The Difference ◽

Domestic Airlines ◽

Improve Service Quality

In a highly competitive market, service quality can be the core competitive advantage for airline’s profitability and sustained development. This paper has investigated the differences in the passengers’ expectations and perceptions of the service quality of China’s four major domestic airlines: Air China, China Southern Airlines, China Eastern Airlines, and Hainan Airlines in China’s domestic market. The results will assist airline management to improve service quality by reducing the difference. Surveys were conducted with domestic passengers at Shanghai Hongqiao Airport and Shanghai Pudong Airport in China. The results show that there are significant differences of service quality between passengers’ expectations and perceptions among major Chinese airlines. Passengers consistently rate ‘good safety records’ as the first priority of seven SERVQUAL dimensions, but low price remains the most important factor that passengers consider when choosing a Chinese airline. The conclusions reached in this work suggest that Chinese airlines should consider improving service quality rather than providing cheaper air tickets in order to gain competitive advantage.

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽

10.32546/lq.v1i1.157 ◽

2018 ◽

Vol 1 (1) ◽

pp. 72-80

Author(s):

Viva Faronika ◽

Asriyal Asriyal

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Acceptable Level ◽

Level Of Service ◽

Level Of Satisfaction ◽

Service Policies ◽

Improve Service Quality ◽

Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

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Patient assessment of the quality of dental care services in a Nigerian hospital

Journal of Hospital Administration ◽

10.5430/jha.v3n6p20 ◽

2014 ◽

Vol 3 (6) ◽

pp. 20 ◽

Cited By ~ 2

Author(s):

Ezekiel Taiwo Adebayo ◽

Bola Ayodele Adesina ◽

Lilian Ejije Ahaji ◽

Nurudeen Ayoola Hussein

Keyword(s):

Service Quality ◽

Urban Communities ◽

Dental Care ◽

Care Service ◽

Quality Care ◽

Dental Clinic ◽

Care Services ◽

Nigerian Government ◽

The Difference

Dental care services are available in many urban communities worldwide where discerning and sophisticated clients expect quality care. Many available studies evaluated satisfaction rather than quality of dental care; others did not reveal the patients’ perception of gaps in the quality of care. Service quality (SERVQUAL) tool assesses quality of service based on the dimensions of tangibles, reliability, responsiveness, assurance and empathy as described by Parasuraman et al. (1985). The aim of this study was to assess the gaps in quality of dental care in a Nigerian government owned dental clinic using an unweighted SERVQUAL tool to determine the difference between expectations and perceptions of patients. Consenting patients seen during the study period were given a 32-items questionnaire divided equally between expectations and perception of quality of dental care services received. Out of 112 questionnaires analysed, patients had the most expectation for neatness (4.69 ± 0.85) and least for pain free treatment (3.76 ± 1.16). Highest perception was for knowledgeable clinic staff (4.34 ± 0.71) while support to enable staff work well was the least perceived quality (3.73 ± 0.86). Overall, among the 5 dimensions of quality, there were marked statistically significant quality gaps in assurance (p = .0001) and tangibles (p = .0006). This study showed that patients in a Nigerian government-owned dental clinic, there is need for greater attention to be paid to assurance, tangibles and reliability dimensions of service quality to improve patient perceptions.

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Meningkatkan Kualitas Pelayanan Perpustakaan Terhadap Generasi Digital Native

LIBRARIA Jurnal Perpustakaan ◽

10.21043/libraria.v7i1.4994 ◽

2019 ◽

Vol 7 (1) ◽

pp. 57

Author(s):

Eko Sulistyo

Keyword(s):

Service Quality ◽

Communication Technology ◽

Digital Natives ◽

The Internet ◽

Library Services ◽

Digital Native ◽

Daily Lives ◽

Younger Generation ◽

Improve Service Quality

Improving the Quality of Library Services for Digital Native Generations. The generation of Digital Natives, the younger generation born and living in the internet era, tends to use the internet in their daily lives. They are very master of this and of course require librarians to be able to provide access based communication technology. To improve service quality in addition to facilities and communication technology, libraries must provide collections that can be accessed through the internet, so that they can be read anytime and anywhere, including E-Book, E-Paper and E-Journal. Primarily is the collection of E-Journal. Meningkatkan Kualitas Pelayanan Perpustakaan Terhadap Generasi Digital Native. Generasi Digital Natives, yaitu generasi muda yang lahir dan hidup pada era internet cenderung menggunakan dunia internet dalam kehidupan sehari-hari. Mereka sangat menguasai akan hal ini dan tentunya menuntut pustakawan mampu menyediakan akses berbasis teknologi komunikasi tersebut. Untuk meningkatkan kualitas pelayanan selain fasiltas dan teknologi komunikasi, perpustakaan harus menyediakn koleksi yang sudah bisa diakses melalui internet, sehingga bisa dibaca kapan saja dan dimana saja, antara lain yaitu E-Book, E-Paper dan E-Journal.Utamanya adalah koleksi E-Journal.

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