INDAH PRATIWI, PUSPITA (2023) KUALITAS PELAYANAN PENYELESAIAN PERSELISIHAN HUBUNGAN INDUSTRIAL DI DINAS TENAGA KERJA KOTA CILEGON. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
![[img]](https://eprints.untirta.ac.id/style/images/fileicons/text.png) |
Text (SKRIPSI)
PUSPITA INDAH PRATIWI_6661180043_fulltext.pdf Restricted to Registered users only Download (4MB) |
|
Text
Puspita Indah Pratiwi_6661180043_CP.pdf Restricted to Registered users only Download (1MB) |
|
Text
PUSPITA INDAH PRATIWI_6661180043_01.pdf Restricted to Registered users only Download (762kB) |
|
Text
PUSPITA INDAH PRATIWI_6661180043_02.pdf Restricted to Registered users only Download (234kB) |
|
Text
PUSPITA INDAH PRATIWI_6661180043_03.pdf Restricted to Registered users only Download (216kB) |
|
Text
PUSPITA INDAH PRATIWI_6661180043_04.pdf Restricted to Registered users only Download (993kB) |
|
Text
PUSPITA INDAH PRATIWI_6661180043_05.pdf Restricted to Registered users only Download (42kB) |
|
Text
PUSPITA INDAH PRATIWI_6661180043_Ref.pdf Restricted to Registered users only Download (37kB) |
|
Text
PUSPITA INDAH PRATIWI_6661180043_Lamp.pdf Restricted to Registered users only Download (1MB) |
Abstract
Quality is an important factor that every institution must have in provinding services so that the satisfaction of service recipients can be realized. To measure service quality, it can be done by analyzing Gap 5 Worker Expectations with Service received by workers (Performance). Service Quality includes Reliability, Responsiveness, Assurance, Emphaty and Tangibles. The population in this study are workers who have registered their Industrial Relations cases with the Cilegon City Manpower Office in Industrial Relations Division. The sampling technique taken uses accidental sampling, also called incidental sampling or convenience sampling, where people who are taken as sample members are those who happen to be found or those who are easy to meet or reach The analysis techniques used are validation test, Reliability test, Mean Test, T difference test, Servqual Method and Cartesius Diargam. From the result of servqual analysis on all items that the gap of each dimension showa that the average overall gap value all dimension of service quality hass a negative gap value with an average value of performance smaller than the average value of expectations. Indicating that, the overall quality of services provided by the industrial relations divison has not met the expectations of workers.
| Item Type: | Thesis (S1) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
|||||||||
| Additional Information: | Kualitas merupakan faktor penting yang harus dimiliki setiap institusi dalam melakukan pelayanan sehingga kepuasan penerima layanan dapat terwujud. Untuk mengukur kualitas layanan dapat dilakukan dengan analisis Gap 5 Harapan Pekerja dengan layanan yang diterima oleh pekerja (Kinerja). Kualitas Pelayanan (Service Quality) meliputi Reliability, Responsiveness, Assurance, Empathy dan Tangibles. Populasi dalam penelitian ini adalah Pekerja yang telah mencatatkan kasus Hubungan Industrial nya kepada Pihak Dinas Tenaga Kerja Kota Cilegon di Bidang Hubungan Industrial. Teknik sampling yang diambil menggunakan accidental sampling disebut juga incidental sampling atau convenience sampling, dimana orang yang diambil sebagai anggota sampel adalah mereka yang kebetulan ditemukan atau mereka yang mudah ditemui atau dijangkau Teknik analisis yang digunakan adalah Uji Validitas Uji Reliabilitas Uji mean, Uji beda t, Metode Servqual dan Diagram Kartesius. Dari hasil analisis servqual pada seluruh item bahwa gap setiap dimensi menunjukan bahwa rata-rata nilai gap keseluruhan per-dimensi kualitas pelayanan memiliki nilai gap negatif dengan nilai rata-rata kinerja lebih kecil dari nilai rata-rata harapan. Menunjukkan bahwa, kualitas keseluruhan layanan yang disediakan oleh Bidang Hubungan Industrial belum memenuhi ekspektasi pekerja. | |||||||||
| Uncontrolled Keywords: | Service Quality, Gap 5 Worker Expectations with Service received by workers (Performance), Servqual Method, Cartesius Diargam. Kualitas Pelayanan, Gap 5 Kinerja dan Harapan, Kepuasan Pekerja, Metode Servqual, Diagram kartesius. | |||||||||
| Subjects: | H Social Sciences > Public Administration H Social Sciences > HN Social history and conditions. Social problems. Social reform |
|||||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
|||||||||
| Depositing User: | Puspita Indah Pratiwi | |||||||||
| Date Deposited: | 22 Sep 2023 14:59 | |||||||||
| Last Modified: | 22 Sep 2023 14:59 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/29860 |
Actions (login required)
 |
View Item |