EVALUASI KUALITAS PELAYANAN ORGANISASI SOSIAL DENGAN PENERAPAN METODE SERVQUAL DI KOTA SURAKARTA (STUDI PADA ORGANISASI SOSIAL YANG MEMBERIKAN PELAYANAN KESEJAHTERAAN SOSIAL)

Abstract

This research discusses evaluation of service quality of social organizations by implementing servqual method in Surakarta City, with an objective of evaluating the index of service quality of social organizations in Surakarta City looked at from a gap between perception and expectation of service receivers, the relatively important decisive dimension of service quality for service receivers, and the formulation of concepts of improvement priority and relatively appropriate enhancement strategy of service quality of social organizations. Research was conducted in May 2003 and used descriptive design through survey and qualitative approaches, with a sample of 40 respondents who were service receivers and 10 respondents who were managements/stakeholders of 7 social organizations in Surakarta City. The data of this research was collected through triangulation approach and examined by qualitative and quantitative analysis techniques guided by servqual instrument and importance-performance matrix. The results of the research showed that based on zone of tolerance of minus 1.0, the degree of service quality of social organizations in Surakarta City looked at from a gap between perception and expectation of service receivers was regarded as relatively good (minus 0.657 > minus 1.0). The dimension of quality that was indicated as having relatively big gap was empathy dimension (minus 1.15), whereas the decisive dimension of service quality which was perceived as the most important for service receivers was assurance dimension with weight of score of 17.39. The improvement priority and service strategy, which are better to be used in connection with the enhancement of service quality of social organizations in Surakarta City, are continuous enhancement of the implementation of satisfaction and tangible dimensions according to service receivers' interests, maintenance of the implementation of assurance dimension, which has become competitive advantage of social organizations, enhancement of the implementation of empathy dimension, which has supported for increasing attraction of service of social organizations, and maintenance of the implementation and the enhancement of the ranks of reliability and responsiveness dimensions, which are expected to be contributors to the realization of quality service of social organizations. Penelitian ini membahas tentang evaluasi kualitas pelayanan organisasi sosial dengan penerapan metode •ervqual di Kota Surakarta, dengan tujuan mengevaluasi indeks kualitas pelayanan organisasi sosial ditinjau dan kesenjangan antara persepsi dan harapan penerima pelayanan maupun dimensi penentu kualitas pelayanan yang relatif penting bagi penerima pelayanan serta merumuskan konsep prioritas perbaikan dan strategi pelayanan yang relatif tepat. Penelitian dilaksanakan pada bulan Mei 2003 dan dirancang secara deskriptif melalui pendekatan survai dan kualitatif, dengan sampel penelitian 40 responden penerima pelayanan dan 10 responden pengurus organisasi sosiall stakeholder di 7 organisasi sosial wilayah Kota Surakarta. Data penelitian dikumpulkan melalui pendekatan triangulasi serta dikaji dengan teknik analisis kualitatif dan kuantitatif yang berpedoman pada servqual instrument dan importance-pmformance matrix. Dari hasil penelitian menunjukkan atas dasar zone of tolerance minus 1,0, tingkat kualitas pelayanan organisasi sosial di Kota Surakarta ditinjau daH kesenjangan antara persepsi dan harapan penerima pelayanan dinilai relatif baik (minus 0,657 > minus 1,0). Dimensi kualitas yang diindikasikan memiliki kesenjangan relatif besar adalah dimensi empathy (minus 1,15), sedangkan dimensi penentu kualitas pelayanan yang dipersepsi paling penting adalah dimensi assurance dengan bobot skor 17,39. Prioritas perbaikan dan strategi pelayanan yang sebaiknya dilakukan berkenaan dengan peningkatan kualitas pelayanan organisasi sosial di Kota Surakarta adalah meningkatkan secara terus menerus pelaksanaan dimensi satisfaction dan tangibles sesuai dengan kepentingan penerima pelayanan, mempertahankan pelaksanaan dimensi assurance yang menjadi keunggulan kompetitif organisasi sosial, meningkatkan pelaksanaan dimensi empathy yang menjadi pendukung meningkatnya daya tarik pelayanan organisasi sosial dan mempertahankan pelaksanaan serta meningkatkan peringkat dimensi reliability dan responsiveness yang kelak menjadi kontributor terwujudnya kualitas pelayanan organisasi sosial.