ANALISIS PERBEDAAN HARAPAN DAN PERSEPSI KUALITAS PELAYANAN DI BIRO KEUANGAN SEKRETARIAT DAERAH PROPINSI JAWA TENGAH (DIFFERENCE ANALYSIS OF EXPECTATION OF AND PERCEPTION ON SERVICE QUALITY AT FINANCIAL BUREAU DISTRICT SECRETARIAT CENTRAL JAVA PROVINCE)

ASTUTI, SRI KUSUMA (2005) ANALISIS PERBEDAAN HARAPAN DAN PERSEPSI KUALITAS PELAYANAN DI BIRO KEUANGAN SEKRETARIAT DAERAH PROPINSI JAWA TENGAH (DIFFERENCE ANALYSIS OF EXPECTATION OF AND PERCEPTION ON SERVICE QUALITY AT FINANCIAL BUREAU DISTRICT SECRETARIAT CENTRAL JAVA PROVINCE). Masters thesis, Program Pasca Sarjana Universitas Diponegoro.

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Abstract

Basically there are two great ideas on service quality, namely service specifications in accordance with work units' needs and, more essential, productivity. Service quality has close relation with service quality. Service quality issue is increasingly significant in explaining public service organization performance. Service quality often created public image of public service organization. Many negative public images of those organizations come out because of dissatisfaction toward public organizations. Hence, public satisfaction toward service quality may be an indicator of public organization performance. Objectives of present research are: 1) to describe financial bureau service performance, 2) to analyze discrepancy between expectation and perception of personnel at work units, Central Java province on service quality and 3) to arrange dimension level of service quality at Financial Bureau District Secretariat Central Java Province. Present research is qualitative descriptive research that describes a certain social issue by relating concepts and gathering facts but not executing hypothesis tests. The research focuses on service quality issue that is personal contact between work units as users of financial bureau services. In addition, it is based on difference analyzes between expectation of and perception on service quality at financial bureau. Hence, it is necessary to examine several dimensions, which are appearance, reliability, responsiveness, assurance, and concerns. Present research use SERVQUAL method to analyze data. This method consists of: 1) service mechanism analyzes, 2) discrepancy score analyzes between expectation and perception; and 3) importance level arrangement analyzes of those five-service quality. Based on research results, there are several conclusions that are: 1) financial bureau service mechanism is in accordance with operating rules, 2) discrepancy between expectation scores and perception scores of work units out of five dimensions of service quality, 3) rank of service quality dimensions: Reliability (66,6), concern (68,8), appearance (75,8), assurance (82,00), and responsiveness (88.00). Kualitas pelayanan pada prinsipnya meliputi dua hal pokok yaitu spesifikasi pelayanan sesuai kebutuhan unit kerja dan yang lebih esensial adalah produktivitas. Erat kaitannya dengan produktivitas adalah kualitas layanan (quality of services). Isu mengenai kualitas layanan cenderung menjadi semakin penting dalam menjelaskan kinerja organisasi pelayanan publik. Kualitas layanan seringkali membentuk image masyarakat terhadap organisasi pelayanan publik. Banyak image negatif yang terbentuk mengenai organisasi muncul karena ketidakpuasan organisasi publik. Dengan demikian, kepuasan masyarakat terhadap kualitas pelayanan dapat dijadikan indikator kinerja organisasi publik. Adapun tujuan penelitian ini untuk : 1) Mendeskripsikan mekanisme pelayanan Biro Keuangan, 2) Menganalisis perbedaan antara harapan dengan persepsi Pegawai pada unit-unit kerja di Pemerintah Propinsi Jawa Tengah tentang Kualitas Pelayanan dan 3) Menyusun peringkat dimensi Kualitas Pelayanan path Biro Keuangan Sekretariat Daerah Propinsi Jawa Tengah. Dalam penelitian ini akan digunakan penelitian Deskriptif Kualitatif yaitu mendeskripsikan suatu permasalahan sosial tertentu dengan menyambungkan konsep dan menghimpun fakta tetapi tidak melakukan pengujian hipotesa. Sedangkan penelitian ini difokuskan pada masalah kualitas pelayanan, yaitu contact personale antara unit kerja sebagai pengguna jasa dengan Biro Keuangan, namun berdasarkan analisis perbedaan harapan dan persepsi kualitas pelayanan di Biro Keuangan maka perlu juga diamati beberapa dimensi, yaitu dimensi penampilan, kehandalan, daya tanggap, jaminan, dan kepedulian. Metode analisa data yang dipergunakan dalam penelitian ini adalah meng¬gunakan Servqual yang terdiri dari: 1) Analisa mekanisme pelayanan, 2) Analisa perbedaan kesenjangan skor antara harapan dan persepsi dan 3) Analisa penyusunan peringkat kepentingan dari kelima dimensi kualitas pelayanan. Berdasarkan hasil kajian penelitian ini, maka dapat ditarik beberpa kesimpulan antara lain : 1) Mekanisme pelayanan Biro Keuangan sesuai aturan yang berlaku, 2) Terdapat perbedaan antara nilai harapan dengan nilai persepsi unit kerja diantara lima dimensi terhadap kualitas pelayanan, 3) Peringkat susunan kualitas pelayanan dimensi kehandalan (66,6), kepedulian (68,8), penampilan (75,8), jaminan (82,00), daya tanggap (88,00).

Item Type:Thesis (Masters)
Subjects:J Political Science > JS Local government Municipal government
Divisions:Postgraduate Program > Master Program in Public Administration
ID Code:13011
Deposited By:Mr UPT Perpus 5
Deposited On:02 Jun 2010 13:23
Last Modified:02 Jun 2010 13:23

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