ANALYSIS OF SERVICE QUALITY REVIEW FROM SERVICE USER AND SERVICE PROVIDER'S VIEW AT THE STATE ADMINISTRATION INSTITUTION REPRESENTATIVE OF SOUTH SULAWESI.

Amount: ANALYSIS OF SERVICE QUALITY REVIEW FROM SERVICE USER AND SERVICE PROVIDER'S VIEW AT THE STATE ADMINISTRATION INSTITUTION REPRESENTATIVE OF SOUTH SULAWESI.

Authors: Name Kamariah

Item Type: Thesis

Memberships: Master of Management Study Program, Faculty of Economics and Business Universitas Airlangga Surabaya, Indonesia

Publisher: Airlangga University

Abstract

Understanding what customers expect is the first step in improving service quality. Service quality is the suitability of service with customer requirements specifications. Thus, there are two important things that are closely related to service, namely customer expectations of service quality and customer perceptions of service quality received. In this study, service quality is measured by calculating the service quality score (SERVQUAL Score) for each service user respondent. The service quality score is obtained by calculating the difference between each pair of service user perception questions and the service user's expectations. The sample of this research is 125 respondents who use the LAN service representative of South Sulawesi. Meanwhile, from the service provider, 12 respondents are elements of leadership (management) and 25 respondents are employees who are in direct contact with service users. Service user data was obtained by distributing and re-collecting questionnaires for 18 working days, while for service providers the data was obtained by distributing and collecting questionnaires as well as direct interviews with respondents for 12 working days. Furthermore, the data was processed using the analysis of paired samples t test and independent samples t test using the Excel 97 program and the SPSS release 6,00. The results of the study indicate that there is a gap between the expected service and the service perceived by users of the South Sulawesi Representative LAN service. This research also concludes that there is no significant difference between service users' expectations of service quality and management's perceptions of service users' expectations. Another result obtained in this study is that there are still gaps in the management of the South Sulawesi Representative LAN in translating the expectations of service users appropriately into the form of service quality standards. Another conclusion obtained from this study is that the standard of service quality is relatively not too high so that there are no gaps in the process of providing services by employees who are directly related to service users. The dimensions of service quality that are considered the most important by users of the South Sulawesi Representative LAN service are the dimensions of reliability, followed by the dimensions of assurance, empathy, direct evidence and responsiveness.

Keywords: SERVICE QUALITY; EXPECTED SERVICE; PERCEIVED SERVICE; gap

sources: http://repository.unair.ac.id/34925/