Elarosa, Finda Elvina and Lintang Edityastono,, S. AB., M.AB (2024) Analisis Kualitas Pelayanan Nomor Induk Berusaha (NIB) PLUT – KUMKM Kota Batu. Diploma thesis, Universitas Brawijaya.
Abstract
Penelitian ini disusun untuk mengetahui dan menganalisis kualitas pelayanan administrasi Nomor Induk Berusaha (NIB) PLUT-KUMKM Kota Batu. Penelitian ini merupakan jenis penelitian deskriptif kualitatif dengan pengumpulan data wawancara, observasi, dan dokumentasi. Informan yang diambil oleh peneliti adalah Staff/Pegawai rumah kemasan, Staff/Pegawai PLUT- KUMKM, dan masyarakat penerima layanan di PLUTKUMKM. Dalam peneliti menggunakan metode Servqual (Service Quality) yaitu : dimensi daya tanggap, dimensi jaminan, dimensi empati dan dimensi bukti fisik untuk mengetahui kualitas pelayanan Nomor Induk Berusaha (NIB). Berdasarkan hasil observasi dan wawancara, kualitas pelayanan Nomor Induk Berusaha (NIB) PLUT-KUMKM Kota Batu dinilai sudah cukup meningkat. Berdasarkan lima dimensi yaitu : Tangible (berwujud), Realibility (Kehandalan), Responsiviness (Ketanggapan), Assurance (Jaminan), Empathy (Empati). Hanya beberapa 1 indikator saja yang dinilai masih kurang ditingkatkan. Kekurangan ada dimensi Responsiviness (Ketanggapan) dalam Karyawan kurang tanggap, cermat dan teliti dalam memasukkan data UMKM. Secara keseluruhan pelayanan di PLUT-KUMKM Kota Batu dinilai sudah cukup meningkat meskipun masih terdapat beberapa hal yang perlu diperbaiki dan ditingkatkan.
English Abstract
This study was compiled to determine and analyze the quality of administrative services of Business Identification Number (NIB) PLUTKUMKM Batu City. This research is a type of qualitative descriptive research with data collection of interviews, observations, and documentation. The informants taken by the researchers were packaging house staff, PLUTKUMKM staff, and service recipient communities at PLUT-KUMKM. Researchers use the Servqual (Service Quality) method, namely: the dimension of responsiveness, the dimension of assurance, the dimension of empathy and the dimension of physical evidence to determine the quality of service Business Identification Number (NIB). Based on observations and interviews, the service quality of the PLUT-KUMKM Business Identification Number (NIB) in Batu City is considered to have improved considerably. Based on five dimensions, namely: Tangible, Realibility, Responsiviness, Assurance, Empathy. Only a few 1 indicator is considered still poorly improved. There is a lack of Responsiviness dimensions in Employees are less responsive, careful and meticulous in entering MSME data. Overall, services at PLUT- KUMKM Batu City are considered to have improved quite a bit even though there are still some things that need to be improved and improved.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052417 |
| Uncontrolled Keywords: | Kualitas layanan, Layanan, PLUT-KUMKM-Quality ofservice, Service, PLUT-KUMKM |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 04 Sep 2024 06:32 |
| Last Modified: | 04 Sep 2024 06:32 |
| URI: | http://repository.ub.ac.id/id/eprint/225145 |
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Text (DALAM MASA EMBARGO)
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