PENERAPAN ANALISIS SERVQUAL GUNA PENINGKATAN KUALITAS LAYANAN PADA PERPUSTAKAAN UMUM KOTA MALANG

Nelis Dony, Sulistiawan (2010) PENERAPAN ANALISIS SERVQUAL GUNA PENINGKATAN KUALITAS LAYANAN PADA PERPUSTAKAAN UMUM KOTA MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Types of research is descriptive, using the method of survey data collection method in which researchers simply record data as it is, analyze and interpret data conducted in Public Library Malang with the title is "Implementation of Servqual to Increase The Service Quality at Public Library Malang". The purpose of the research conducted to know the condition or service quality level that given by Public Library Malang based on servqual of correspondence between expectations and performance that consumers perceived the quality of services provided and to determine the dimensions of service quality that need to be repaired. Usability research, especially for Public Library Malang, is expected to provide input and consideration for the Public Library Malang to improve and enhance the quality of services provided. Analysis tools used in this study by using servqual and rectangular diagram. Based on calculations servqual item-by-item then the average value of no performance that exceeds the average value of hope. This means that the item-by-item in service quality can be said Public Library Malang has not yet good quality. Servqual calculation results show that the overall quality of service at Public Library Malang still can not say either. The results of the calculation diagram of the rectangular indicators needs to be improved and considered important by students, however, the management do not match the customer desires. These indicators are included the room that arranged well and functional, the easiest way in registering procedure, immediately respon of internet acces, the easiest in using the facilities, the easiest of consumen to call the employee, the employee immediately to respon if there is a consument who has a complain ar getting difficulties in accessing. The easiest service that given to make easy in full filling the consument needs., the employee serve with affable and friendly. The dimensions that must be improved is the dimension of responsiveness, reliability and empathy. Based on the conclusions from the findings, it proposed several recommendations that are expected to provide Public Library Malang to be able to provide suggestion box to collect suggestions and criticism from the consument in an effort to know the lack of service has been given to the consument, Public Library Malang is being expected to adjust the room well and match with the function in order to be able to use based on the function. Public Library Malang is being expected able to give the easiest way in registering procedure for consument, it is being expected able to increase internet acces service based on the consument expectation. The Public Library Malang is being expected able to give the easiest way to call the employee, Public Library Malang is being expected to increase the service on the work responsiveness, reliability and empathy.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 15 May 2012 03:35
Last Modified: 15 May 2012 03:35
URI: http://eprints.umm.ac.id/id/eprint/5279

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