Analyzing the Service Quality Based on the Customer Satisfaction of the Palembang State Treasury Office

Yulianti, Firza (2011) Analyzing the Service Quality Based on the Customer Satisfaction of the Palembang State Treasury Office. Magister thesis, Universitas Brawijaya.

Abstract

Sebagai negara berkembang, Indonesia masih berupaya meningkatkan kinerja pemerintah melalui implementasi reformasi birokrasi. Pada tahun 2007, reformasi birokrasi secara resmi diproklamirkan sebagai program prioritas di Kementerian Keuangan Republik Indonesia, yang berisi organisasi restrukturisasi, peningkatan proses bisnis, dan peningkatan manajemen sumber daya manusia untuk menciptakan aparatur negara yang bersih, profesional dan bertanggung jawab serta untuk menciptakan birokrasi yang efisien dan efektif, karenanya mampu memberikan layanan publik yang sangat baik. Tujuan penelitian adalah untuk mengukur pencapaian reformasi di Kantor Perbendaharaan Negara Palembang sehubungan dengan kualitas layanan berdasarkan kepuasan pelanggan. Ini berfokus pada kualitas layanan di kantor Treasury State Palembang, terutama pada layanan pencairan anggaran setelah implementasi reformasi birokrasi. Dalam penelitian ini, survei menggunakan kuesioner dilakukan dengan tiga puluh pertanyaan / pernyataan yang mewakili berbagai atribut layanan Kantor Perbendaharaan Negara Bagian Palembang untuk mengeksplorasi kinerja Kantor Perbendaharaan Negara Palembang dari sudut pandang pelanggan dan manajemen. Pertanyaan kuesioner turun dalam lima dimensi servqual yang dikembangkan oleh Parasuraman et al, termasuk tangibles, keandalan, responsif, jaminan, dan empati. Analisis data dilakukan dengan analisis deskriptif dan analisis diagram Cartesians. Dari analisis deskriptif yang dilakukan, saya menemukan bahwa peningkatan harus dilakukan untuk hampir semua barang dalam pelayanan kantor Treasury State Palembang. Ini berarti bahwa kinerja Kantor Perbendaharaan Negara Palembang masih belum memenuhi kepuasan pelanggan, terutama dalam waktu tunggu dalam antrian. Sementara itu, dari hasil analisis diagram Cartesia, saya menemukan bahwa kembali adalah tiga atribut layanan yang memiliki prioritas untuk perbaikan, yaitu responsif manajemen untuk keluhan dan saran pelanggan, kemampuan pejabat dalam memberikan informasi yang jelas tentang layanan, dan pemahaman manajemen Kebutuhan pelanggan.

English Abstract

As a developing country, Indonesia still endeavors to enhance government performance through implementation of bureaucratic reform. In 2007, a bureaucratic reform is officially proclaimed as a priority program in Ministry of Finance Republic of Indonesia, which contains restructuring organization, improvement of business process, and improvement of human resources management in order to create state apparatus that is clean, professional and responsible as well as to create an efficient and effective bureaucracy, hence being able to provide excellent public services. aim of research is to measure achievement of reform in Palembang State Treasury Office with regard to service quality based on customer satisfaction. It focuses on service quality at Palembang State Treasury Office, especially on budget disbursement service after implementation of bureaucratic reform. In this research, a survey using questionnaire was conducted with thirty questions/statements which represented various service attributes of Palembang State Treasury Office to explore performance of Palembang State Treasury Office from customers and managements` point of view. questionnaire questions fell in five dimensions of SERVQUAL which is developed by Parasuraman et al, including Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data analysis was made by descriptive analysis and analysis of Cartesians Diagram. From descriptive analysis that was conducted, I found that improvement should be made for almost all items in service of Palembang State Treasury Office. This means that performance of Palembang State Treasury Office still do not fulfill customer satisfaction, particularly in length of waiting time in queue. Meanwhile, from results of analysis of cartesians diagram, I found that re are three service attributes that having priority for improvement, namely responsiveness of management to customers` complaints and suggestions, ability of officers in providing clear information about services, and understanding of management of customers` needs.

Item Type: Thesis (Magister)
Identification Number: TES/658.812/YUL/a/041105084
Subjects: 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing
Depositing User: Endro Setyobudi
Date Deposited: 29 Nov 2011 13:13
Last Modified: 29 Nov 2011 13:13
URI: http://repository.ub.ac.id/id/eprint/159928
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