Yahya, Muhammad Redy (2015) Integrasi servqual dan kano model untuk meningkatkan kualitas pelayanan pembuatan akta (studi kasus : Dinas Kependudukan dan Pencatatan Sipil, Ponorogo). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Kualitas pelayanan publik di Indonesia masih sangat rendah. Kualitas
pelayanan publik di Indonesia pada tahun 2013 berada di urutan 128 dari 185
negara di dunia. Hal itu disebabkan oleh tidak adanya standar pelayanan publik
yang cepat, murah, dan terukur. Padahal kualitas pelayanan publik memegang
peranan yang penting dalam meningkatkan kesiapan masyarakat menghadapi
masyarakat ekonomi ASEAN.
Salah satu jenis pelayanan publik adalah pelayanan pembuatan Akta yang
dilakukan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Ponorogo.
Pelayanan Akta ini meliputi pelayanan Akta Kelahiran, Akta Kematian, dan Akta
Perkawinan dan Perceraian non Muslim. Berdasarkan tingkat kepemilikan Akta,
kualitas pelayanan pembuatan Akta di Dinas Dukcapil Ponorogo masih cukup
rendah. Untuk meningkatkan kualitas pelayanan pembuatan Akta dilakukan
identifikasi Voice of Customer dari pengunjung. Selanjutnya untuk mengetahui
gap kualitas atribut pelayanan dan atribut pelayanan seperti apa yang diinginkan
oleh pengunjung digunakan Servqual dan Kano Model. Melalui hasil perhitungan
Servqual dan Kano Model diketahui atribut pelayanan apa saja yang kritis dan
perlu direspon oleh Dinas Dukcapil Ponorogo. Adanya gap pada atribut pelayanan
yang kritis dilakukan pencarian akar permasalahan dengan menggunakan Root
Cause Analysis. Berdasarkan respon teknis Dinas Dukcapil dan atribut pelayanan
yang kritis dilakukan pembangunan kualitas menggunakan metode Quality
Function Deployment. Berdasarkan respon teknis yang dikembangkan, terdapat
empat skenario perbaikan yang dilakukan yaitu pelayanan eksisting yang
dilakukan di Dinas, pelayanan perbaikan di Dinas, pelayanan di UPTD, dan
pelayanan di UPTD dan Dinas.
Berdasarkan perhitungan efektifitas, efisiensi biaya, dan sensitivity
analysis terhadap prosentase Akta yang dapat dimanfaatkan diketahui pelayanan
yang dilakukan di UPTD lebih efektif dan efisien dibandingkan dengan skenario
lainnya pada jumlah prosentase Akta yang dapat dimanfaatkan lebih dari 3,09%.
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The quality of public services in Indonesia is still very low. On 2013, it is
ranked of 128 of 190 countries. It is caused by the absence of public service
standards which are fast, cheap, and measurable. More importantly, the quality of
public services holds an essential role in enhancing the readiness of the public to
face ASEAN economic community.
One of the public services is certificates issuing service which is done by
the Office of Population and Registration Affairs in Ponorogo. The services
includes the issuing of birth certificates, death certificates, and marriage and
divorce certificates for non-Moslem. Based on the deed of ownership, the level of
service quality in the aforementioned office is still quite low. To improve the
quality of the services, Voice of Customer identfication from customers is done.
Next, Servqual and Kano Model is implemented to identify the gap between the
quality attributes of the service and what kind of service attributes desired by
customers. Through the results of calculation of the Servqual and Kano Model,
service attributes that are in crtical condition is revealed and needed to be
responded by Office of Civil Registration, Ponorogo. Then, the root problem that
causes the gap is search with Root Cause Analysis. Based on technical response
from thec office, the critical attributes is improved using Quality Function
Deployment method. Based on the development technical response, there are four
scenarios of improvements that is done which are existing service in the head
office, repair service in the head office, service in unit office, and service in the
head and unit officce.
Based on effectiveness, cost efficiency, and sensitivity analysis of the
percentage of certificates that can be used, it is found that, the service done in unit
office is more effective and efficient compared to the other scenarios in which the
usable percentage is exceeding 3,09%.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | RSI 658.812 Yah i |
| Uncontrolled Keywords: | Service quality (servqual), Kano model, Root cause analysis (RCA), Quality function deployment (QFD) |
| Subjects: | H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | - Taufiq Rahmanu |
| Date Deposited: | 25 Apr 2019 07:38 |
| Last Modified: | 25 Apr 2019 07:38 |
| URI: | http://repository.its.ac.id/id/eprint/62856 |
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