ANALISIS KEPUASAN MASYARAKAT ATAS KUALITAS LAYANAN KANTOR PELAYANAN TERPADU KABUPATEN LUMAJANG

FIRDAUSI, FARIS KHOIRUL (2007) ANALISIS KEPUASAN MASYARAKAT ATAS KUALITAS LAYANAN KANTOR PELAYANAN TERPADU KABUPATEN LUMAJANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Keywords: licensing services, variable quality of service, quality of public services, Public Satisfaction Index (HPI), community satisfaction. Government as an organizer of the country offers a wide range of services, such as licensing services. Licensing services becomes very important because it is the only legal requirement in all business actors. As service providers, governments should pay attention to the quality of services provided to the public. Is the quality of services provided meets the elements of community satisfaction or has not met the elements of community satisfaction. Thus, in this study, researchers took the title "Analysis of Public Satisfaction for Quality Integrated Services Office Services Lumajang." The purpose of this study was to determine the level of community satisfaction and to identify variables which service quality between service procedures, service requirements, clarity of service personnel, discipline of service personnel, service personnel responsibility, capability of the service, speed of service, justice get service, politeness and friendliness of staff, reasonableness of service fees, service fees certainty, predictability of service schedules, environmental comfort and security services must be improved and which should be maintained in order to meet the level of community satisfaction. The hypothesis in this study suggests that if the variable quality of public services has a value of SMI-per-Conversion Variable 62.50 then the variable quality of service should be improved, which also means people are not satisfied with the performance of officers. If the variable quality of public services has a value of SME per-Variable Conversion> 62.50 then the variable quality of service should be maintained, which also means that people are satisfied with the performance of officers. From the calculation of Community Satisfaction Index (HPI) which is a measure of community satisfaction with the quality of public services can be seen that the quality of service of Integrated Service Office (OPT) at the level Lumajang well with the value after the conversion of 74.9405. So it can be said that the level of community satisfaction at the level of satisfaction. While based on hypothesis test results can be seen that only security service variables that have value under 62.50 in the absence of security guards or security guards and an official car park interpreter. Then it can be concluded that the Office of Integrated Services (KPT) Lumajang must prioritize service improvement through the provision of security guard or security guard and interpreter parking public official in order to meet satisfaction.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Zainul Afandi
Date Deposited: 31 May 2012 03:58
Last Modified: 31 May 2012 03:58
URI: http://eprints.umm.ac.id/id/eprint/6246

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