Analisa Tingkat Kepuasan Pelayanan E-Procurement di Kabupaten Sidoarjo Menggunakan Service Quality Model

Wulandari, Tri Hasti (2019) Analisa Tingkat Kepuasan Pelayanan E-Procurement di Kabupaten Sidoarjo Menggunakan Service Quality Model. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kelancaran pembangunan suatu daerah sangat erat hubungannya dengan proses pengadaan barang/jasa. Pelayanan yang baik dan berkualitas akan meningkatkan citra bagian pengadaan barang/jasa dalam melayani pengadaan barang/jasa di Kabupaten Sidoarjo. Untuk itu diperlukan pengukuran terhadap tingkat kepuasan pelayanan guna mengetahui kualitas pelayanan yang sudah diberikan selama ini. Tujuan penelitian ini adalah untuk mengetahui distribusi kepuasan user berdasarkan lima dimensi kualitas pelayanan, yaitu tangible, reliability, responsiveness, assurance, emphaty dengan dua variabel kenyataan dan harapan, serta mengetahui hal-hal yang menghambat proses tender. Pengambilan data dalam penelitian ini dengan 2 macam kuisioner internal dan eksternal menggunakan metode simple random sampling. Secara keseluruhan pelayanan, 100% menyatakan puas akan tetapi ada beberapa hal yang perlu ditingkatkan lagi. Hasil penelitian dari sisi eksternal terjadi gap yang sangat besar pada aspek kelengkapan proses pra-tender elektronik sebesar 5,60%. Sedangkan dari sisi internal gap terbesar adalah aspek perencanaan tender yaitu 6,97%. Dimensi yang perlu menjadi prioritas untuk ditingkatkan kualitas pelayanannya sehingga memperkecil gap yang terjadi adalah pada dimensi assurance dari sisi ekstenal dan responsiveness dari sisi internal.
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The development of a region is closely related to the process of procuring goods and services. Good and high-quality services will improve the image of goods and services procurement in serving the procurement needs of Sidoarjo Regency. Therefore, measuring the level of service satisfaction is necessary to determine the quality of services provided so far. The purpose of this study was to determine the distribution of user satisfaction based on five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy, using two variables, namely reality and expectations, as well as to identify factors that hinder the tender process. Data were collected using two types of questionnaires, internal and external, employing a simple random sampling method. Overall, 100% of respondents expressed satisfaction with the services, although several aspects still need improvement. The results of the study from the external perspective showed the largest gap in the completeness aspect of the electronic pre-tender process, at 5.60%. Meanwhile, the largest internal gap was found in the tender planning aspect, at 6.97%. The dimensions that should be prioritized to improve service quality and reduce the gap are the assurance dimension for external users and the responsiveness dimension for internal users.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	analisa tingkat kepuasan, e-procurement, gap, service quality
Subjects:	T Technology > T Technology (General)
Divisions:	Faculty of Electrical Technology
Depositing User:	Tri Hasti Wulandari
Date Deposited:	23 Jul 2026 07:29
Last Modified:	23 Jul 2026 07:29
URI:	http://repository.its.ac.id/id/eprint/65411

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