FAUZAN, MUHAMMAD DICKY (2025) ANALISIS KUALITAS PELAYANAN PENYALURAN ZAKAT TERHADAP TINGKAT KEPUASAN PENERIMA ZAKAT DENGAN INTEGRASI METODE SERVQUAL DAN MODEL KANO (Studi Kasus: Kantor Pelayanan Publik BAZNAS Kota Tangerang). S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
BAZNAS Kota Tangerang is an institution that manages and distributes zakat in the Tangerang City area. During the period of January-April 2025, 69.8% of aid applications experienced delays with an average processing time of 41 days from the maximum limit of 28 working days. This condition indicates that the quality of zakat distribution services is not yet optimal. This study aims to analyse services that do not meet public service principles, determine priority attributes for improvement, and develop proposals for service improvement. The Servqual method was used to measure the gap between perception and reality through the dimensions of tangibles, assurance, reliability, empathy, and responsiveness. The Kano model and integration were used to categorise attributes that are priorities for improvement, and 5W+1H analysis was used to design service improvement proposals. Based on the results of processing the questionnaire data provided to 100 mustahik, it was found that all service attributes received a negative gap score, with an average of -0.88, indicating that the quality of service did not meet the expectations of the mustahik. The six attributes that became improvement proposals included improving service facilities and information, optimising security officers and digital systems to monitor aid status, evaluating SOPs for aid processing times, and conducting training on excellent service and effective communication for officers.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | BAZNAS Kota Tangerang merupakan sebuah lembaga yang mengelola dan menyalurkan Zakat di wilayah Kota Tangerang. Selama periode Januari-April 2025, sebanyak 69,8% pengajuan bantuan mengalami keterlambatan dengan rata-rata waktu proses 41 hari dari batas maksimal 28 hari kerja. Kondisi ini mengindikasikan belum optimalnya kualitas layanan penyaluran zakat. Penelitian ini bertujuan untuk menganalisis pelayanan yang belum memenuhi prinsip-prinsip pelayanan publik, menentukan atribut prioritas perbaikan, serta menyusun usulan perbaikan peningkatan layanan. Metode Servqual digunakan untuk mengukur selisih antara persepsi dengan kenyataan yang dirasakan melalui dimensi tangible, assurance, reliability, empathy dan responsiveness. Model Kano dan integrasi digunakan untuk mengkategorikan atribut yang menjadi prioritas perbaikan, dan analisis 5W+1H digunakan untuk merancang usulan perbaikan layanan. Berdasarkan hasil pengolahan data kuesioner yang diberikan kepada 100 mustahik, diketahui seluruh atribut pelayanan mendapat nilai gap negatif, dengan rata-rata - 0,88, yang menunjukkan kualitas layanan belum sesuai dengan harapan mustahik. Enam atribut yang menjadi usulan perbaikan meliputi peningkatan fasilitas dan informasi layanan, optimalisasi petugas keamanan dan sistem digital untuk memantau status bantuan, evaluasi SOP waktu proses bantuan serta melakukan pelatihan pelayanan prima dan komunikasi efektif bagi petugas. | |||||||||
| Subjects: | H Social Sciences > Public Administration H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
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| Divisions: | 03-Fakultas Teknik > 26201-Jurusan Teknik Industri | |||||||||
| Depositing User: | Dicky Fauzan muhammad | |||||||||
| Date Deposited: | 17 Nov 2025 07:10 | |||||||||
| Last Modified: | 17 Nov 2025 07:10 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/56093 |
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