Amanda, Natashya (2019) Kualitas Pelayanan Penempatan Calon Pekerja Migran Indonesia Oleh P4TKI Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
P4TKI Malang menempatkan PMI terbanyak dalam lingkung P4TKI di daerah Jawa Timur pada tahun 2016 sebesar 4.293 dan tahun 2017 sebesar 7.885. Dalam penempatan CPMI, P4TKI Malang memberikan pelayanan dalam bentuk Verifikasi dokumen penempatan PMI, Pelaksanaan Pembekalan Akhir Pemberangkatan, Pelayanan penerbitan Kartu Tenaga Kerja Luar Negri dan Informasi Pasar Kerja Luar Negeri. Metode yang digunakan dalam penelitian ini adalah kualitatif deskriptif. Peneliti dalam hal ini menggunakan teori Kualitas Pelayanan menurut Zeithaml, Pasuraman, dan Berry yang memiliki lima dimensi untuk mengukur kualitas pelayanan. Dimensi tersebut adalah (1) Tangible, (2) Reliability, (3) Responsiveness, (4) Assurance dan (5) Empathy. Hasil penelitian menunjukkan bahwa kualitas pelayanan penempatan CPMI sudah baik karena telah memenuhi empat dari lima dimensi. Dimensi yang sudah baik adalah responsiveness, reliability, assurance, dan empathy. Sedangkan dimensi tangible harus diperbaiki dalam indikator kenyamanan tempat. Masyarakat masih beranggapan bahwa lahan parkir kurang, kurangnya kursi tambahan, toilet kurang bersih dan ruang tunggu terkesan padat.
English Abstract
P4TKI Malang placed the most Indonesia Migrant Workers in the scope of P4TKI at East Java area in 2016 for about 4.293 and in 2017 for about 7.884. In the service for placement of Indonesian Migrant Workers, P4TKI Malang provide services in documents verification, last briefing departure, publication of Foreign Workers Card and foreign labor market information. Method that is used in this research is descriptive qualitative. Theory that is used in this research is Quality Service by Zeithaml, Pasuraman and Berry which has five dimensions to measure the quality service. Those dimensions are (1) Tangible, (2) Reliability, (3) Responsiveness, (4) Assurance and (5) Empathy. Research result shows that the service quality for the placement of candidates for Indonesian Migrant Workers has been good because it has fulfilled four out of the five dimensions. The dimensions that already fulfilled are responsiveness, reliability, assurance, and empathy. Whereas the tangible dimension still has to be corrected in the indicator of the comfort of the place. The service users still thinks that parking lots are lacking, the lack of comfortable additional seats, less clean toilets and a solid waiting room.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FISIP/2019/341/051903014 |
| Uncontrolled Keywords: | Kualitas Pelayanan, P4TKI Malang, Pekerja Migran Indonesia. Service Quality, Indonesian Migran Workers, P4TKI Malang. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.4 Executive management > 658.401 Planning, policy making, control, quality management > 658.401 3 Control and quality management |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Pemerintahan |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 11 Jul 2020 03:30 |
| Last Modified: | 04 Aug 2020 04:37 |
| URI: | http://repository.ub.ac.id/id/eprint/169971 |
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