scholarly journals The KUALITAS PELAYANAN ADMINISTRASI KEPEGAWAIAN DINAS PENDIDIKAN PROVINSI SUMATERA SELATAN

MBIA ◽  
2021 ◽  
Vol 20 (2) ◽  
pp. 123-140
Author(s):  
Mardesah Mardesah ◽  
Rabin Ibnu Zainal
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
The South ◽  
Quality Model ◽  
Five Dimensions ◽  
Administrative Services ◽  
Fishbone Diagram ◽  
Education Personnel ◽  
Personnel Administration

This study aims to determine the assessment of the quality of administration staff services at the Education Office of South Sumatra Province (Dinas Pendidikan Provinsi Sumatera Selatan) based on the analysis results of five dimensions of service quality in the SERVQUAL (service quality) model, named Tangible (Physical Evidence), Empathy (Care), Realibility, Responsiveness (Quick Response) and Assurance (Certainty). The collected data was analyzed using a questionnaire in the form of a SERVQUAL scale that describes the gap (GAP) of the expected service quality between expectations and reality (perceptions) received by the Educators and Education Personnel of the South Sumatra Province Education Office. The results of the study indicate that the quality of personnel administration services has not been a satisfactory because of the dimensions that have a minus or negative value, named: Realibility -0.15 and Responsiveness -0.46. Therefore, the South Sumatra Provincial Education Office(Dinas Pendidikan Provinsi Sumatera Selatan) needs to improve the quality of administrative services so that it is optimal and changes the gap to a positive value. Recommendations for improvement are made using the Fishbone Diagram and the Kaizen 5W 1 H method. The fishbone chart is useful for showing the main factors that affect quality and have an impact on service quality. If the problems and causes are known for certain, then the corrective actions and steps will be easier to conduct. To create a Fishbone Diagram, the Kaizen Method Tools are used by asking several questions on the basis of 5W + 1H (what, who, why, where, when and who). Keywords: : SERVQUAL, GAP analysis, Administrative Services Abstrak Penelitian ini bertujuan untuk mengetahui penilaian kualitas pelayanan administrasi kepegawaian Dinas Pendidikan Provinsi Sumatera Selatan didasarkan pada hasil analisa lima dimensi kualitas jasa dalam model SERVQUAL (service quality) yaitu Tangible (Bukti Fisik), Emphaty (Kepedulian), Realibility (Keandalan), Responsiveness (Keandalan/Cepat Tanggap) dan Assurance (Kepastian). Data yang terkumpul dianalisa menggunakan kuesioner berupa skala SERVQUAL yang menggambarkan kesenjangan (GAP) kualitas pelayanan yang diharapkan antara  (ekpetasi) dan kenyataan (persepsi) yang diterima oleh Tenaga Pendidik dan Tenaga Kependidikan Dinas Pendidikan Provinsi Sumatera Selatan. Hasil penelitian menunjukkan bahwa kualitas pelayanan administrasi kepegawaian belum memuaskan karena ada  dimensi  yang bernilai minus atau negative yaitu : Realibility -0,15 dan Responsiveness -0,46. Oleh karena itu Dinas Pendidikan Provinsi Sumatera Selatan perlu meningkatkan kualitas pelayanan administrasi agar optimal dan merubah Gap menjadi bernilai positif. Rekomendasi perbaikan dilakukan dengan Diagram Fishbone dan Metode Kaizen 5W 1 H. Diagram tulang ikan (fishbone chart) berguna untuk memperlihatkan faktor-faktor utama yang berpengaruh pada kualitas dan mempunyai akibat pada kualitas pelayanan. Apabila masalah dan penyebab sudah diketahui secara pasti, maka tindakan dan langkah perbaikan akan lebih mudah dilakukan. Untuk membuat Diagram Fishbone digunakan Tools Metode Kaizen yaitu  dengan teknik bertanya dengan pertanyaan, dengan dasar 5W+1H  yaitu what, who, why, where, when dan who. Kata Kunci: SERVQUAL, GAP analysis, Pelayanan Administrasi.

scholarly journals SERVQUAL Gap Analysis of Nepalese Commercial Banks

The Batuk ◽  
2020 ◽  
Vol 6 (2) ◽  
pp. 42-52
Author(s):  
Makshindra Thapa
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Gap Analysis ◽  
Male And Female ◽  
Five Dimensions ◽  
Significant Difference ◽  
Sample Test

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

scholarly journals Banking Technology Services Quality Gap between Public and Private Sector Banks

2019 ◽  
Vol 9 (1) ◽  
pp. 970-973
Keyword(s):  
Service Quality ◽  
Private Sector ◽  
Gap Analysis ◽  
Public And Private ◽  
Five Dimensions ◽  
Two Factors ◽  
Technology Services ◽  
Public And Private Sector ◽  
Structured Questionnaire

The key objective of the paper is to draw out the association between the quality of services rendered by banks and the satisfaction of the customer in public and private sector banks. To identify the gap of these two factors, gap analysis performed and the finding are disclosed. The study also aims at bringing out the most important attributes of the service quality that distinguish one bank from another. A comparative analysis was performed between the customers of public sector and private sector banks with the factor perceived quality. The SERVQUAL tool is the most effective tool to assess the service quality in banks all over the world. The survey adopted the five dimensions of the service quality (Tangibility, Responsibility, Reliability, Assurance and Empathy) to measure their effect on satisfaction of customer. The structured questionnaire was distributed to 420 customers of different public and private sector banks and preferred 418 completely filled questionnaires, analyzed the data and interpreted the results

scholarly journals TINGKAT KEPUASAN AUDITI INSPEKTORAT JENDERAL KEMENTERIAN PERTANIAN

2016 ◽  
Vol 23 (2) ◽  
pp. 185
Author(s):  
Evy Fachraini Winniasri
Keyword(s):  
Service Quality ◽  
Internal Control ◽  
Structural Equation ◽  
Quality Model ◽  
Five Dimensions ◽  
Equation Modelling ◽  
Controlling System ◽  
Audit Activity ◽  
Quality Instrument

Level of Auditee Satisfaction is important for the Inspectorate General of the Ministry of Agriculture, in order to identify the weakness of each dimension in delivering internal controlling activity and to determine the performance of internal controlling system in the Ministry of Agriculture. The objectives of this study are to analyze auditee satisfaction of internal control held by Inspectorate, to determine factors influencing auditee satisfaction, and to formulate strategies in increasing auditee satisfaction. Service Quality model was used to measure the perception of vertical institution under the authority of the Ministry of Agriculture on services received from Inspectorate. There were five dimensions that were measured, i.e tangibility, reliability, assurance, responsiveness, and empathy. Data were collected from 193 respondents. The study used Structural Equation Modelling (SEM) and software LISREL for data processing. The result reflected that all variables were significantly correlated to each dimension of Service Quality instrument and significantly influenced auditee satisfaction. Satisfactions were measured through overall satisfaction, the function of internal control related with non audit activity and the quality of audit report. Tangibility was the most significant factor influencing auditee satisfaction.

scholarly journals ANALISIS KUALITAS PELAYANAN PAS BANDARA INTERNASIONAL NGURAH RAI DENGAN MENGGUNAKAN MODEL SERVQUAL

2013 ◽  
Author(s):  
I Made Suska V ◽  
N. Budiartha R. M. ◽  
Gd. Astawa Diputra
Keyword(s):  
Service Quality ◽  
Quality Model ◽  
Restricted Area ◽  
Five Dimensions ◽  
Customer Perception ◽  
Time Of Application ◽  
Main Factors

Permit to a person to enter the restricted area at Ngurah Rai Airport which is called Airport Pas can be given in accordance with the duties and activities of a person at the airport. On permit service, there are disappointments and complaints of the Pas applicant that can still be found in the Pas service like duration of Pas completion and officer service at the time of application. The different perception and expectation of Pas applicant must remain in the regulation corridors and prioritize security at airports. The purpose of this research is assesing the quality of Pas service in the Airport Authority Region IV by using a SERVQUAL (Service Quality) model. The model is comparing the two main factors, namely real customer perception of the service that they received (Perceived Service) with the actual services expected/desirable (Expected Service) which consists of 5 (five) dimensions, those are Tangibles (physical), Reliability, Responsiveness, Assurance and Empathy (attention). By using these models, it is known that the quality of Pas service in the Airport Authority Region IV is still less than the expectations of the applicant and the most important dimension to enhance is Responsiveness. Gaps between perception and expectation as follows: Responsiveness (-0,2240), Assurance (-0,2171), Reliability (-0,2099), Tangibles (-0,1994), dan Empathy (-0,1373).

scholarly journals KUALITAS PELAYANAN PEMERINTAHAN DESA DALAM IMPLEMENTASI UNDANG-UNDANG NO. 6 TAHUN 2014 DI DESA NAGARAWANGI KECAMATAN RANCAKALONG KABUPATEN SUMEDANG PROVINSI JAWA BARAT

2019 ◽  
pp. 91-112
Author(s):  
Dedi Kusmana
Keyword(s):  
Service Quality ◽  
Public Services ◽  
Information Service ◽  
Five Dimensions ◽  
Administrative Services ◽  
The Public ◽  
Descriptive Research ◽  
Village Governance ◽  
The Village

The Village Governance is a government organization which has function for serving the public’s needs. A good service quality is the expectation of the public as the consumers, by providing and improving the services to the community and also providing an equal and fair services. Giving the service is a major duty of apparatus, both village apparatus and agencies. This research aims to describe the quality of government services in the Nagarawangi village, Rancakalong District, and inhibiting factors of service quality of village governance. Various services provided by the village governance are common public services and administrative services. Researcher focused more on administrative services, it is taken because researcher felt there were issues of administrative services that need more attention. One of them is there were a lack of clarity of the information service procedure and the service simplementation in the Rancakalong District, Nagarawangi village. The focus of this research is the quality of village governance services and supporting factors of service quality in the District Rancakalong Nagarawangi village. The type of this research is descriptive research with a qualitative approach. Informants in the research were Village Apparatus, BPD and the societies of Nagarawangi Village, Rancakalong District as the recipients of services. Data collection techniques which is used by the researcher were observation, interviews and documentation. Data analysis was performed with data reduction, data presentation and then drawing the conclusions. Results of this research, based on the findings based on an analysis of fivedimensional field of service quality indicators, showed that the public services is going according to the job description. The five dimensions are Tangible, realibility, responsivenes, assurance and empathy. It was evident from the data obtained from the analysis of the five dimensions of service quality, overall already run well. But there are still some things that have not been optimal. Keywords: quality of service

Measuring Higher Education Service Quality During COVID-19 Pandemic in China using a SERVQUAL Method

2021 ◽  
Vol 39 (10) ◽  
Author(s):  
Lijun Li ◽  
Sin Yin Teh
Keyword(s):  
Service Quality ◽  
Student Perceptions ◽  
Online Teaching ◽  
Teaching And Learning ◽  
Gap Analysis ◽  
Self Report ◽  
Five Dimensions ◽  
Education Service ◽  
Perceptions And Expectations

There has been an emergency teaching and learning paradigm shift in China universities due to the closure of many higher educational institutions due to COVID-19. This study examines the education service quality during the pandemic. Five dimensions of SERVQUAL have been studied, namely tangible, dependability, responsiveness, assurance and empathy. Using a simple random sampling method, self-report questionnaires were distributed to undergraduate students from the Tianfu College of Southwestern University of Finance and Economics (SWUFE), who participated in this study. This resulted in 373 usable questionnaires. In all five dimensions of service quality, a gap was observed between students’ perceptions and expectations, and are listed in ascending order as follows: tangible: -0.073, assurance: 0.015, empathy: 0.050, responsiveness: 0.052, and reliability: 0.056. The gap analysis between service quality perceptions and expectations showed that all scores for perceptions were higher than expected, except for the tangible dimension. Nevertheless, the negative gap is small and negligible. This finding indicates that the service quality of tangible dimension could be slightly improved. Specifically, the university must upgrade facilities and equipment to improve the fluency of the teaching network, and skills of teachers should be improved to advance their teaching methods, in order to support online teaching and learning, which could reduce the gap of service quality of tangible dimension between student perceptions and expectations.

ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT JALAN DI INSTALASI FARMASI RUMAH SAKIT X KOTA SURAKARTA

2019 ◽  
Vol 5 (1) ◽  
pp. 81
Author(s):  
Habel Roy Sulo ◽  
Elina Hartono ◽  
R. A. Oetari
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Gap Analysis ◽  
Study Finding ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Health Service Quality

The development and improvement of pharmacy service has become consumer concern, since this quality of service will affect on consumer satisfaction. The study aimed at assessing the level of outpatient satisfaction at Department of Pharmacy X Hospital In Surakarta City. This study was a survey research, which was conducted using questionnaire by direct interview. A total of 323 respondent were recruited conveniently in the study. The obtained data was then analyzed using Gap analysis to assess the differences in level of quality services between customer perceptions and customer expectations. The study investigates the five dimensions of service quality and identifies the gap between the perception and expectation. The data was analyzed by using SPPS for windows. In general, the result shows that service quality was lower than the expectations of the patients in the studied hospital. The study finding indicated that gap or differences exist on various dimensions between perception and expectation in level quality services. The highest service quality gap was given to Responsiveness followed by Reliability, Empathy, Tangibles and Assurance with the value of - 0,129; - 0,125; - 0,115; - 0,114; and - 0,108 respectively. Patient satisfactions was influenced by health service quality, with the assurance and responsiveness dimensions as the greatest influence on patient satisfaction.

A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS

2013 ◽  
Author(s):  
Chatwadee Tansakul ◽  
◽  
Jirachai Buddhakulsomsiri ◽  
Thananya Wasusri ◽  
Papusson Chaiwat ◽  
...  
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Service Providers ◽  
Logistics Service ◽  
Logistics Service Providers

Measuring the Quality of Internet Connectivity Service Rendered to South African Public Libraries

Mousaion ◽  
2021 ◽  
Vol 38 (4) ◽  
Author(s):  
Lesiba Stephen Ledwaba
Keyword(s):  
Service Quality ◽  
South African ◽  
Service Providers ◽  
Public Libraries ◽  
Internet Access ◽  
Quality Model ◽  
Technical Problems ◽  
Internet Connectivity ◽  
Access Service

The measuring of rendered services in any industry, especially in libraries, remains a critical tool to assess the satisfaction level of clients as well as the quality of the services. This article reports on a study that was undertaken to measure the quality of internet access service to South African public libraries by using the service quality model. The paper was guided by these objectives to identify the service quality models applicable to public libraries’ internet access; to determine how the quality of internet access service fits within the South African broadband policy; and to apply service quality dimensions to public libraries’ internet access. The study employed a quantitative approach and survey design in which a questionnaire was used to collect data from 322 heads of public libraries in South Africa. The stratified sampling method was used to obtain a proportional representation of public libraries. It emerged that most respondents regarded their internet service providers (ISPs) as incapable of solving their technical problems. It was further found that in most cases ISPs applied the internet access policies inconsistently to public libraries they served. The study recommended, among others, that internet connectivity to public libraries be centralised and that a competent provider be appointed to manage this service.

scholarly journals Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

2015 ◽  
Vol 18 (2) ◽  
pp. 67-75
Author(s):  
Nhan Huu Huynh ◽  
Dung Anh To
Keyword(s):  
Factor Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
External Environment ◽  
Technical Quality ◽  
Quality Model ◽  
Factors Affecting ◽  
Functional Quality ◽  
The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

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