Analisis Kualitas Pelayanan dan Kepuasan Pelanggan di UPTD Laboratorium Lingkungan Dinas Lingkungan Hidup Provinsi Jambi Tahun 2020
DOI:
https://doi.org/10.22437/jkmj.v5i1.12397Abstract
Peningkatan mutu pelayanan publik adalah titik penting sebagai ujung akhir dari keseluruhan reformasi administrasi pemerintah. Tujuan dari penelitian ini untuk mengetahui gambaran analisis kualitas pelayanan dan kepuasan pelanggan di UPTD Laboratorium Lingkungan Dinas Lingkungan Hidup Provinsi Jambi Tahun 2020. Penelitian ini bersifat Deskriptif Kuantitatif dengan metode IPA (Importance Performance Analysis). Penelitian ini dilakukan di UPTD Laboratorium Lingkungan Dinas Lingkungan Hidup Provinsi Jambi pada bulan Agustus sampai denga September 2020. Sampel penelitian adalah pelanggan di UPTD Laboratorium Lingkungan Dinas Lingkungan Hidup Provinsi Jambi sebanyak 90 orang. Teknik pengambilan sampel menggunakan teknik accidental teknik. Instrumen yang digunakan adalah kuesioner. Teknik pengumpulan data dengan pemberian kuesioner melalui wawancara. Data dianalsis menggunakan Diagram Kartesius. Hasil penelitian menunjukkan bahwa rata-rata gambaran tingkat kepuasan pelanggan berdasarkan lima dimensi mutu pelayanan adalah sebesar 86,57%. Hasil penelitian dari dimensi kehandalan adalah 79,20%, dimensi ketanggapan adalah 84,20%, dimensi keyakinan adalah 89,23%, dimensi empati adalah 88,08% dan dimensi berwujud adalah 92,13%. Diharapkan UPTD Laboratorium Lingkungan Dinas Lingkungan Hidup Provinsi Jambi untuk meningkatkan kualitas pelayanan dari lima dimensi kualitas pelayanan yaitu kehandalan, ketanggapan, keyakinan, empati dan berwujud, agar dapat meningkatkan kepuasan pelanggan.
Kata Kunci :Kehandalan, Ketanggapan, Keyakinan, Empati dan Berwujud
Downloads
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
Proposed Creative Commons Copyright Notices
1. Proposed Policy for Journals That Offer Open Access
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
Proposed Policy for Journals That Offer Delayed Open Access
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication, with the work [SPECIFY PERIOD OF TIME] after publication simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).