KUALITAS PELAYANAN PENGGUNA JASA DI DERMAGA 16 ILIR KOTA PALEMBANG
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Institusion
Universitas Sriwijaya
Author
ERI AKBAR (STUDENT ID : 07011381320007)
Semil, Nurmah
Mardianto, Mardianto
Semil, Nurmah
Mardianto, Mardianto
Subject
JK1-9993 Political institutions and public administration (United States)
Datestamp
2019-10-04 08:12:48
Abstract :
This research is motivated by the existence of, service user of dock 16 Ilir still complained about service process given from the officer and there is still lack of facility in Dermaga16 Ilir Palembang city. Transportation Department of Palembang city through UPTD Dermaga 16 Ilir serve as the location of this study aims to determine the quality of service users services at Dock 16 Ilir Palembang City. This research uses service quality theory according to Gespersz. Has ten dimensions of punctuality, accuracy, courtesy and friendliness, convenience, comfort, attributes, completeness, service variation, personal service, responsibility. Data collection was taken using questionnaire method. Based on the result of research by using theory according to Gespersz, that is punctuality with score of achievement 275 say satisfied, accuracy with score of achievement 223 say enough satisfied, courtesy and hospitality with score of achievement 263 say satisfied, ease with score of achievement 257 say satisfied, comfort with score achievement 266 said satisfied, attribute with score of achievement 177 say enough satisfied, kelngkapan with score 269 say satisfied, variation with score of achievement 265 say satisfied, personal service with score of achievement 270 say satisfied, responsibility with sekor achievement 265 say satisfied, 256 said to be satisfied. So that the user satisfaction services Pier 17 Ilir Palembang city can be said to be satisfied.
This research is motivated by the existence of, service user of dock 16 Ilir still complained about service process given from the officer and there is still lack of facility in Dermaga16 Ilir Palembang city. Transportation Department of Palembang city through UPTD Dermaga 16 Ilir serve as the location of this study aims to determine the quality of service users services at Dock 16 Ilir Palembang City. This research uses service quality theory according to Gespersz. Has ten dimensions of punctuality, accuracy, courtesy and friendliness, convenience, comfort, attributes, completeness, service variation, personal service, responsibility. Data collection was taken using questionnaire method. Based on the result of research by using theory according to Gespersz, that is punctuality with score of achievement 275 say satisfied, accuracy with score of achievement 223 say enough satisfied, courtesy and hospitality with score of achievement 263 say satisfied, ease with score of achievement 257 say satisfied, comfort with score achievement 266 said satisfied, attribute with score of achievement 177 say enough satisfied, kelngkapan with score 269 say satisfied, variation with score of achievement 265 say satisfied, personal service with score of achievement 270 say satisfied, responsibility with sekor achievement 265 say satisfied, 256 said to be satisfied. So that the user satisfaction services Pier 17 Ilir Palembang city can be said to be satisfied.
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