Ishmah, Rohidah Lailatul and Tri Mega Asri, S.Sos. M.I.Kom (2024) Analisis Kualitas Pelayanan Kearsipan Di Unit Kearsipan Departemen Administrasi Bisnis Pt Petrokimia Gresik. Diploma thesis, Universitas Brawijaya.
Abstract
Pusat arsip PT Petrokimia Gresik berusaha memberikan layanan dan fasilitas terhadap kebutuhan unit kerja lain. Mengingat bahwa layanan arsip ini setiap hari dikunjungi oleh beberapa unit kerja yang membutuhkan pelayanan arsip. Sehingga saat ini terjadi penumpukan dokumen di dalam penyimpanan gedung layanan arsip. Penelitian ini dilakukan dengan tujuan untuk menganalisis kualitas pelayanan kearsipan yang disusun berdasarkan lima dimensi kualitas pelayanan yaitu keandalan, daya tanggap, jaminan, perhatian, dan bukti fisik. Data dikumpulkan dengan menggunakan kuesioner melalui google form dengan teknik sampling jenuh. Selanjutnya, data yang terkumpul diolah menggunakan tabel hasil analisis setiap indikator kualitas pelayanan. Hasil penelitian membuktikan berdasarkan hasil analisis persentase, dimensi responsiveness menghasilkan persentase tertinggi dalam pelayanan kesiapan petugas membantu dan merespon pengguna di Unit Kearsipan. Sedangkan dimensi empathy dan tangible masih kurang dalam segi pelayanan. Adapun saran dari penulis yaitu setelah diperoleh hasil penelitian, sebaiknya petugas pelayanan kearsipan lebih meningkatkan pelayanan yang masih kurang seperti memberikan sapaan, menyediakan tempat parkir dan mempertahankan kualitas pelayanan dengan tingkat kepuasan responden yang tinggi.
English Abstract
The PT Petrokimia Gresik archive center strives to provide services and facilities for the needs of other work units. Bearing in mind that this archive service is visited every day by several work units that need archive services. So currently there is a buildup of documents in the archive service building. This research was conducted with the aim of analyzing the quality of archival services which is structured based on five dimensions of service quality, namely reliability, responsiveness, assurance, empathy and tangible. Data was collected using a questionnaire via Google Form with a saturated sampling technique. Next, the collected data is processed using a table of analysis results for each service quality indicator. The research results prove that based on the results of percentage analysis, the responsiveness dimension produces the highest percentage of service readiness of officers to help and respond to users in the Archives Unit. Meanwhile, empathy and tangible dimensions are still lacking in terms of service. The author's suggestion is that after the research results are obtained, archival service officers should further improve services that are still lacking, such as providing greetings, providing parking and maintaining service quality with a high level of respondent satisfaction.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0524170147 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kearsipan, PT Petrokimia Gresik-Service Quality, Archive, PT Petrokimia Gresik |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 01 Jul 2024 06:16 |
| Last Modified: | 01 Jul 2024 06:16 |
| URI: | http://repository.ub.ac.id/id/eprint/221797 |
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Text (DALAM MASA EMBARGO)
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