The Effect Of Five Dimensions Of Quality Of Public Services Against Public Satisfaction Levels In Sub Ompo District Of Lalabata Soppeng Regency
Sari
This study aims to: determine the effect of service quality on satisfaction of the people in the village office Ompo District of Lalabata Soppeng Regency.
This research was conducted at the office of the District Urban Village Ompo Village of Lalabata District Soppeng Regency is located at Jalan Lawo No. 01 Soppeng. While the time will be used in this study for 2 months starting in November and December 2016. This research population is the number of residents registered as a community to get service at the Village Office Ompo 2015 which amounted to 290 people
The results of this study explains that there is a positive influence between the physical evidence, reliability, responsiveness and assurance of the satisfaction of the people, whereas empathy variable has no significant effect on satisfaction Ompo Village community. Test results obtained by the value of the coefficient of determination adjusted R-square is 0.793. This shows of community satisfaction is influenced by a combination of the five independent variables, physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance) and empathy (empathy). The result of the calculation of the t-test is known that from the variable Responsiveness (X3) obtained by value Ompo Village community.
arithmetic amounted can be concluded that there is positive and significant correlation between responsiveness to community satisfaction village Ompo, it is also clear that of the five independent variables, responsiveness (X3) is a variable that provides a dominant influence on satisfaction
Keywords: physical evidence, Reliability, Responsiveness, Assurance, Empathy and community satisfaction
Teks Lengkap:
PDFReferensi
Assauri. 2003. Manajemen Pemasaran Jasa, jilid1. PT Gramedia. Jakarta.
Gaspersz, Vincent. 1997. Manajemen Kualitas Dalam Industri Jasa: Strategi untuk Memenangkan Persaingan Global. PT Gramedia Pustaka Utama. Jakarta.
Gie,The Liang .1998. Ensiklopedia Administrasi. Penerbit Gunung Agung. Jakarta.
Kasmir. 2005. Etika Customer Service. Penerbit Raja Grafindo Persada. Jakarta.
Keputusan Menteri Pendayagunaan Aparatur Negara No. 63 Tahun 2003 tentang Pedoman Umum Penyelenggaraan Pelayanan Publik
Kepmenpan Nomor 81 Tahun 1993 tentang Pedoman Tatalaksana Pelayanan Umum
Kepmenpan Nomor 16 Tahun 2014 tentang Pedoman Survei Kepuasan Masyarakat (SKM)
Keputusan Menteri Pendayagunaan Aparatur Negara No. 63 Tahun 2003 Undang-undang Kepegawaian Nomor 43 Tahun 1999
Kotler, Philip. 2000. Manajemen Pemasaran: Analisis, Perencanaan, Implementasi dan Control. Terjemahan. Edisi kedelapan, jilid I, Penerbit Prenhallindo, Jakarta.
Lukman, Sampara. 2000. Manajemen Kualitas Pelayanan. STIA LAN Press. Jakarta.
Lupiyoadi , Rambat. 2001. Manajemen Pemasaran Jasa. PT. Salemba Empat. Jakarta.
Malhotra, Mathur, Greene. 2003. Too Young too Wed (The Lves, Rights, and Health pf Young Married Girls). International Center for Research on Women (ICRW).
Moenir, 1995. Manajemen Pelayanan Umum di Indonesia. PT Bumi Aksara. Jakarta.
Moenir. 2006. Manajemen Pelayanan Umum di Indonesia. PT. Bumi Aksara. Jakarta.
Moenir. 2010. Manajemen Pelayanan Umum Di Indonesia. Edisi Revisi. Penerbit Bumi Aksara. Jakarta.
Nasution, M.N. 2004. Manajemen Jasa Terpadu. PT Ghalia Indonesia. Jakarta.
Prawira, Jantra. 2012. Pelayanan Sektor Publik. BP. FE-Unhas. Makassar.
Ratminto. 2005. Manajemen Pelayanan. Pustaka Pelajar. Yogyakarta
Ridwan Juniarso. 2009. Hukum Administrasi Negara dan Kebijakan Pelayanan Publik. Penerbit Nuansa. Bandung.
Riduwan. 2005. Skala Pengukuran Variabel-Variabel Penelitian. Penerbit Alfabeta. Bandung.
Sinambela, L.P. 2006. Reformasi Pelayanan Publik: Teori, Kebijakan, dan Implementasi. Bumi Aksara. Jakarta.
Sugiyono. 2002. Metode Penelitian Administrasi. CV Alfabeta. Bandung
Metode Penelitian Kunatitatif Kualitatif dan R&D. Penerbit Alfabeta. Bandung.
Memahami Penelitian Kualitatif. Penerbit Alfabeta. Bandung.
Supranto. 1997. Pengukuran tingkat kepuasan pelanggan untuk menaikkan pangsa pasar. Rineka Cipta. Jakarta.
Suprapto, 2009. Komunikasi Organisasi. Edisi V. Cetakan ketujuh. PT Bumi Aksara. Jakarta.
Tjandra, W. Riawan, dkk. 2005. Peningkatan Kapasitas Pemerintah Daerah dalam Pelayanan Publik : Pembaruan. Yogyakarta.
Tjiptono. Fandi. 2001. Kualitas Jasa: Pengukuran, Keterbatasan dan Implikasi Manajerial, majalah Manajemen Usahawan Indonesia. Rineka Cipta. Jakarta.
Strategi Pemasaran. Penerbit andi. Yogyakarta
Pemasaran Jasa, Bayumedia Pubhlishing, Malang.
Pemasaran Jasa, edisi revisi. Bayumedia, Malang.
Tjiptono, Fandi dan Gregorius Candra. 2005. Service, Quality, and Satisfaction. Penerbit Andi. Yogyakarta.
Undang-undang Republik Indonesia Nomor 25 Tahun 2000 tentang Program Pembangunan Nasional (PROPENAS)
Yamit, Zulian . 2005. Manajemen Kualitas Produk dan Jasa. Ed. 1, Cet. 4. Yogyakarta: Ekonisia Kampus Fakultas Ekonomi UII Yogyakarta.
Zeithaml, V. et al. 1990. Delivering Quality. 5th Edition, Free Press A Division of Macmillan Inc.
Zeithaml, Valarie A, Bitner, Mary Jo 1996. Services Marketing. Edisi1. MCGraw-Hill. Boston
DOI: https://doi.org/10.37531/mirai.v1i2.24
Refbacks
- Saat ini tidak ada refbacks.
