Hanan, Alifah (2024) PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN PUBLIK DI KANTOR KELURAHAN CAKUNG TIMUR. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This research aims to determine the extent of the public's perception of the quality of public services in the five dimensions of SERVQUAL, as well as finding out what aspects need to be improved in public services in this sub-district. This research is quantitative descriptive. The population in this study are residents who live in East Cakung District, and have received services at least once. Sampling in this study used a purposive sampling technique with a total of 100 respondents. The data collection technique uses a questionnaire distributed online. The analysis used is Gap Analysis and Importance Performance Analysis (IPA). The results of the SERVQUAL method research show that the average gap value for all attributes is -11.94, which indicates that overall service performance has not met community expectations. Improvement efforts to improve service performance use the IPA method in quadrant I with SPSS via Cartesian diagrams.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk mengetahui sejauh mana persepsi masyarakat terhadap kualitas pelayanan publik dalam lima dimensi SERVQUAL, serta untuk mengetahui aspek apa yang harus ditingkatkan dalam pelayanan publik yang ada di kelurahan ini. Penelitian ini merupakan penelitian kuantitatif deskriptif. Populasi dalam penelitian ini adalah warga yang bertempat tinggal di Kelurahan Cakung Timur, dan setidaknya sudah mendapatkan pelayanan minimal satu kali. Pengambilan sampel pada penelitian ini menggunakan teknik purpose sampling dengan jumlah responden 100 orang. Teknik pengumpulan data dengan menggunakan kuesioner yang disebarkan secara online. Analisis yang digunakan adalah Gap Analysis dan Importance Performance Analysis (IPA). Hasil penelitian metode SERVQUAL diperoleh nilai rata-rata gap keseluruhan atribut sebesar -11,94 menunjukan bahwa kinerja pelayanan secara keseluruhan belum memenuhi ekspetasi masyarakat. Upaya perbaikan untuk meningkatkan kinerja pelayanan menggunakan metode IPA pada kuadran I dengan SPSS melalui diagram kartesius. | |||||||||
| Uncontrolled Keywords: | Public Service Quality, Public Perception. Kualitas Pelayanan Publik, Persepsi Masyarakat. | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) | |||||||||
| Divisions: | 02-Fakultas Keguruan dan Ilmu Pendidikan > 87205-Jurusan Pendidikan Pancasila dan Kewarganegaraan 02-Fakultas Keguruan dan Ilmu Pendidikan |
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| Depositing User: | Ms Alifah Hanan | |||||||||
| Date Deposited: | 07 Jun 2024 11:59 | |||||||||
| Last Modified: | 07 Jun 2024 11:59 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/35960 |
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