Title: ANALYSIS OF SERVICE QUALITY REVIEWED FROM THE POINT OF VIEW OF SERVICE USERS AND SERVICE PROVIDERS AT THE REPRESENTATIVE STATE ADMINISTRATIVE AGENCIES OF SOUTH SULAWESI.
Author: Nam Kamariah
Item Type : Thesis (Thesis)
Affiliations: Master of Management Study Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia
Publisher: Universitas Airlangga
Abstract
Understanding what customers expect is the first step in efforts to improve service quality. Service quality is the conformity between service and customer needs specifications. Thus, there are two important things that are closely related to service, namely customer expectations regarding service quality and customer perceptions of the quality of service received. In this research, 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 question items on service user perceptions and service user expectations. The sample for this research was 125 respondents who used South Sulawesi Representative LAN services. Meanwhile, from the service providers, 12 respondents were leaders (management) and 25 were employees who had direct contact with service users. Service user data was obtained by distributing and collecting questionnaires again for 18 working days, while for service providers data was obtained by distributing and collecting questionnaires as well as direct interviews with respondents for 12 working days. Next, the data was processed using paired samples t test analysis and independent samples t test using the Excel 97 program and SPSS release 6.00. The research results show that there is a gap between the expected service and the service experienced by South Sulawesi Representative LAN service users. IM's research also concluded that there was no significant difference between service users' expectations of service quality and management's perception of service users' expectations. Another result obtained in this research is that there is still a gap in the management of the South Sulawesi Representative LAN in translating the expectations of service users appropriately into service quality standards. Another conclusion obtained from this research is that because service quality standards are relatively not too high, there are no gaps in the process of providing services by employees who are in direct contact with service users. The service quality dimension that is considered the most important by South Sulawesi Representative LAN service users is the dimension of reliability, followed by the dimensions of guarantee, empathy, direct evidence and responsiveness.
Keywords: SERVICE QUALITY; EXPECTED SERVICE; PERCEIVED SERVICE; GAP
Sources: http://repository.unair.ac.id/34925/
