Integrasi servqual dan kano model untuk meningkatkan kualitas pelayanan pembuatan akta (studi kasus : Dinas Kependudukan dan Pencatatan Sipil, Ponorogo)

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%. ========================================================================================================= 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 > (S1) Undergraduate Theses
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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