Analisis Kualitas Pelayanan dan Kepuasan Pelanggan di UPTD Laboratorium Lingkungan Dinas Lingkungan Hidup Provinsi Jambi Tahun 2020

Authors

  • Larasati Hazairin Program Studi Ilmu Kesehatan Masyarakat STIKES Harapan Ibu Jambi Author
  • Novi Berliana Program Studi Ilmu Kesehatan Masyarakat STIKES Harapan Ibu Jambi Author
  • H. Parman Parman Program Studi Ilmu Kesehatan Masyarakat STIKES Harapan Ibu Jambi Author

DOI:

https://doi.org/10.22437/jkmj.v5i1.12397

Abstract

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

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Published

2021-03-23

Issue

Vol. 5 No. 1 (2021): Vol. 5 - No. 1 - Maret 2021

Section

Articles

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