ANALISIS KEPUASAN MASYARAKAT PADA KANTOR PELAYANAN PERIZINAN TERPADU (KPPT) KOTA MOJOKERTO

Sukesi sukesi

Abstract


The significance of quality is valuable to the satisfaction of society is the company's capital in selling service products. Without exception public companies are improving both service quality and products. Service quality should be done consistently, KPPT Mojokerto City as the providers of public service, whose populated with UMKM business areas. It’s required to provide quality services not only value, but the convenience of service. In order to know (1)The level of community satisfaction the service of KPPT Mojokerto City;(2)And Analyze the results of the assessment of SKM. Qualitative descriptive and 9 elementsanalysis tools and 18 indicators of assessment are developing, based on Peraturan Menteri PAN-RB No.16 2014 about SKM guidelines for Public Service Providers. Research using random sampling accidental proportional gain 100 respondents. The result of all variables, the level of user service satisfaction, has score category B (good). The result of index score 76.35 means that, generally satisfaction society in a good category. With index of service quality as the expectations from willingness to give positive response for each type of product service. For advice, it’s should be able to provide transparency of services related to applicant for permits regarding provisions/rules/standards costs on each type of license.

 

Keywords:Qualitative,Research,service quality, public service,satisfaction society


Full Text:

PDF

References


Dinas Perhubungan Dan LLAJ Provinsi Jawa Timur. Penyusunan Survey Kepuasan Masyarakat di Lingkungan P2T (Perhubungan), tahun 2016. Laporan kegiatan untuk kalangan sendiri.

Dutka, 1994. Atribut – Atribut Dari Konsumen Secara Universal. , Erlanggan , Glora Aksara Pertama hal 41

Elhaitammy, T . 1990, Service Excellence : Ujung Tombak Bank Marketing . Bank dan Marketing Manajement , November – Desember, p.39.

Fandy Tjiptono, 2000. Perspektif Manajemen dan Pemasaran Konterporer. Edisi 1, Yogyakarta: Penerbit Andi.

Gronroos, C. 1990. Service Management and Marketing : Managing the Moment of Truth in Service Competition. Lexington Books. New York

Indriantoro, Nur & Bambang Supomo, 1999, Metodologi Penelitian Bisnis, BPFE, Yogyakarta.

K.Douglas Hoffman, (University of North Carolina at Wilmington) and John E.G. Bateson (Gemini Consulting), 1997, p.270, Essentials of Service Marketing.

Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 63 Tahun 2003 tentang Pedoman Umum Penyelenggaraan Pelayanan Publik.

Keputusan Menteri Pendayagunaan Aparatur Negara Nomor: KEP/25/M.PAN/2004 tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah.

Kotler, Philip. 1997. Manajemen Pemasaran jilid I, Jakarta: PT Prenhallindo

Lembaga Administrasi Negara. 1998 Akuntabilitas Standar Pelayanan Prima, Jakarta

Mowen, J. C. (1995). Perilaku Konsumen dan Komunikasi Pemasaran. Jakarta: Karangan Sutisna

Ni Luh Putu Puspitasari, dan I Komang Gede Bendesa 2016 Analisis Kualitas Pelayanan Publik Di Badan Pelayanan Perijinan Terpadu Kabupaten Badung, E-Jurnal Ekonomi dan Bisnis Universitas Udayana, Vol. 5 No.1, Halaman 89-114

Peraturan Daerah Kota Mojokerto Nomor 5 Tahun 2008 tentang Organisasi Lembaga Teknis Kota Mojokerto

Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 16 Tahun 2014 Tentang Pedoman Survey Kepuasan Masyarakat Terhadap Penyelenggaraan Pelayanan Publik

Rasyid, Ryass. 1998 Desentralisasi dalam menunjang pembangunan daerah dalam pembangunan administrasi di Indonesia. Jakarta : PT. Pustaka LP3ES

Sukesi, 2011. Analisis Konsekuensi Kualitas Pelayanan Tehadap Kepuasan Masyarakat (Kajian pada Pengguna Pelayanan Publik Dinas Perhubungan & LLAJ Provinsi Jawa Timur) Jurnal Manajemen dan Kewirausahaan, Vol.13 No.1, Halaman 61

Sukesi, 2014. The Behavioral Consequences of Customers Satisfaction Index in East Java Intergrated Lisensing Services (Pelayanan Perijinan Terpadu-P2T), International Journal of Business and Management, Page 17.

Sugiyono. 2004. Metode Penelitian Bisnis: Penerbit CV. Alfabeta: Bandung

Undang-Udang Nomor 25 Tahun 2009 tentang Pelayanan Publik




DOI: http://dx.doi.org/10.25139/ekt.v0i0.189

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 Ekspektra

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Indexed By :

Creative Commons License
Ekspektra : Jurnal Bisnis dan Manajemen is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License

View My State :