Maulana, Cayza Angka (2023) Analisis Kualitas Pelayanan, Fasilitas, Dan Kepercayaan Laboratorium Uji Bahan Konstruksi Unit Pelaksana Teknis Dinas Perumahan Rakyat Terhadap Kepuasan Konsumen. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Laboratorium Uji Bahan Konstruksi adalah salah satu pelayanan Unit Pelaksana Tekhnis Dinas Perumahan Rakyat, Kawasan Permukiman, dan Cipta Karya Provinsi Jawa Timur kepada masyarakat. Dalam penyelenggaraan layanan, erat kaitannya dengan kualitas pelayanan yang menghasilkan nilai kepuasan bagi masyarakat penerima layanan (konsumen). Diketahui selama ini belum dilakukan pengukuran Indeks Kepuasan Masyarakat di instansi tersebut sehingga tidak diketahui sejauh mana kualitas pelayanan yang dilakukan.
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, fasilitas dan kepercayaan di Laboratorium Uji Bahan Konstruksi terhadap kepuasan konsumen. Penelitian ini merupakan jenis penelitian analitik dengan menggunakan metode Structural Equation Modeling (SEM). Penelitian dilakukan di Dinas Perumahan Rakyat, Kawasan Permukiman dan Cipta Karya Provinsi Jawa Timur. Teknik sampling yang digunakan adalah non-probability sampling dengan jenis accidental sampling. Teknik pengumpulan data dilakukan dengan kuesioner/ angket dan dokumentasi. Variabel penelitian yang digunakan yakni kualitas layanan, fasilitas, kepercayaan dan kepuasan konsumen.
Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh terhadap kepuasan konsumen, fasilitas tidak berpengaruh terhadap kepuasan konsumen dan kepercayaan berpengaruh terhadap kepuasan konsumen. Artinya semakin baik kepercayaan maka semakin meningkatkan kepuasan konsumen.
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The Construction Materials Test Laboratory is one of the Technical implementation Unit services for Public Housing, Residential Areas, and Human Settlement Services of East Java Province to the public. In providing services, it is closely related to service quality which will produce satisfaction values for service recipients (consumers). It is known that so far the Community Satisfaction Index measurement has not been carried out at the agency, so it is not known how far the quality of the services provided.
This study aims to determine the effect of service quality, facilities and trust in the Construction Materials Testing Laboratory on customer satisfaction. This research is a type of analytical research using the Structural Equation Modeling (SEM) method. The research was conducted at the Office of Public Housing, Residential Areas and Cipta Karya, East Java Province. The sampling technique used is non-probability sampling with accidental sampling. Data collection techniques were carried out using questionnaires and documentation. The research variables used are service quality, facilities, trust and consumer satisfaction.
The results showed that service quality had an effect on customer satisfaction, facilities had no effect on customer satisfaction and trust had an effect on customer satisfaction. This means that the better the trust, the more customer satisfaction will increase.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | kepuasan konsumen; non-probability sampling, Structural Equation Modelling (SEM); consumer satisfaction; non-probability sampling, Structural Equation Modeling (SEM) |
| Subjects: | H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Cayza Angka Maulana |
| Date Deposited: | 17 Aug 2023 15:36 |
| Last Modified: | 17 Aug 2023 15:36 |
| URI: | http://repository.its.ac.id/id/eprint/104227 |
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