Efendi, Ahmad Zarkasi and Dr. Ir. Priy Mo Sugeng Winarto, MA. and Prof. Dr. Ir. Kuswati, MS., IPM., ASEAN Eng (2024) Strategi Pengembangan Kapasitas Kelembagaan Unit Pelaksana Teknis Pembibitan Ternak Dan Hijauan Makanan Ternak. Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan merumuskan strategi pengembangan kapasitas internal dan peningkatan kepuasan pelanggan UPT PT dan HMT. Metode penelitian studi kasus dengan pendekatan deskriptif kualitatif dan kuantitatif. Data primer diperoleh melalui wawancara terhadap empat orang informan kunci dalam mengidentifikasi kapasitas internal dan enam belas responden untuk menganalisis kepuasan pelanggan bibit kambing dan kualitas pelayanan UPT PT dan HMT. Analisis data dilakukan dengan model interaktif terhadap kapasitas internal, importance and performance analysis dan customer satisfaction index terhadap respon pelanggan serta analisis aktor dalam pelaksanaan intervensi yang dilakukan. Analisis dilakukan terhadap lima variabel kapasitas internal yaitu modal manusia, modal fisik, modal alam, modal keuangan dan modal sosial. Sedangkan variabel kepuasan pelanggan dan peningkatan kualitas pelayanan dinilai melalui bauran pemasaran yang terdiri dari produk, promosi, harga, tempat, produsen, proses penjualan, dan lingkungan penjualan. Hasil penelitian menunjukkan diperlukan intervensi dalam pengembangan kapasitas internal terhadap modal manusia, modal fisik, modal alam, modal keuangan dan modal sosial. Peningkatan kepuasan pelanggan memerlukan intervensi peningkatan kualitas produk, promosi, strategi harga, dan proses penjualan. Keberhasilan intervensi secara efektif dilaksanakan dengan melibatkan aktor eksternal dan internal sesuai pengaruh dan kepentingan. Kesimpulan penelitian ini adalah modal sosial berperan lebih dominan dibandingkan modal manusia, fisik, alam dan keuangan. Kepuasan pelanggan mendapat predikat baik dan strategi pengembangan kapasitas internal dapat dilakukan melalui penerapan SOP, penataan anggaran, pengelolaan media sosial, peningkatan jejaring dengan asosiasi/gabungan kelompok peternak. Disarankan pelaksanaan monitoring dan evaluasi lebih ketat terhadap SOP untuk meningkatkan kepuasan pelanggan.
English Abstract
This research aims to formulate a strategy for developing internal capacity and increasing customer satisfaction for goat production farm of East Java Livestock Agency. Case study research method with qualitative and quantitative descriptive approaches. Primary data was obtained through interviews with four key informants to identify internal capacity and sixteen respondents to analyze customer satisfaction for goat kids and the service quality. Data analysis was carried out using an interactive model analysis on internal capacity, importance and performance analysis and customer satisfaction index on customer responses as well as actor analysis in implementing the interventions carried out. Analysis was carried out on five internal capacity variables, namely human capital, physical capital, natural capital, financial capital and social capital. At the same time, the variables of customer satisfaction and improving service quality are assessed through the marketing mix which consists of product, promotion, price, place, producer, process of sales and physical evidence. The research results show that intervention is needed in developing internal capacity for human capital, physical capital, natural capital, financial capital and social capital. Increasing customer satisfaction requires interventions to improve product quality, promotions, pricing strategies and sales processes. Successful interventions are effectively implemented by involving external and internal actors according to influence and interests. The conclusion is that social capital plays more dominant role than human, physical, natural and financial capital. Customer satisfaction survey gets a good predicate and internal capacity development strategies can be carried out through enforcing SOPs, structuring priority budgets, managing social media, increasing networking with breeder associations/groups. It is recommended that monitoring and evaluation of SOPs be implemented to increase customer satisfaction.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | 042305 |
| Uncontrolled Keywords: | kapasitas internal, kepuasan pelanggan, modal sosial. internal capacity, customer satisfaction, social capital. |
| Divisions: | S2/S3 > Magister Ilmu Ternak, Fakultas Peternakan |
| Depositing User: | Zainul Mustofa |
| Date Deposited: | 01 Feb 2024 02:01 |
| Last Modified: | 01 Feb 2024 02:01 |
| URI: | http://repository.ub.ac.id/id/eprint/215247 |
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Text (DALAM MASA EMBARGO)
AHMAD ZARKASI EFENDI.pdf Restricted to Registered users only until 31 December 2026. Download (2MB) |
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