Analisis Tingkat Kepuasan Layanan Internet Dinas Kominfotik Di Balaikota Pemko Banjarmasin

Fathurrachman, Billy (2023) Analisis Tingkat Kepuasan Layanan Internet Dinas Kominfotik Di Balaikota Pemko Banjarmasin. Masters thesis, Institut Teknologi Sepuluh Nopember.

Text 6032211185-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 October 2025. Download (4MB) | Request a copy

Abstract

Penggunaan internet di pemerintahan sangat membantu dan berperan besar dalam hal konektivitas dan komunikasi antar instansi dan lembaga. Dinas Kominfotik yang merupakan salah satu Organisasi Perangkat Daerah (OPD) di lingkup Pemerintah Kota (Pemko) Banjarmasin bertugas menyelenggarakan urusan pemerintahan di bidang komunikasi, informatika, statistik dan persandian. Pengembangan dan penambahan akses internet dan wifi terus dilakukan, namun tidak disertai dengan audit maupun penilaian terhadap kinerja pelayanan internet yang telah diterapkan. Oleh karena itu, untuk dapat mengetahui dan menganalisis kualitas layanan dan kepuasan pengguna internet Dinas Kominfotik dapat digunakan pendekatan seperti metode Servqual, Servperf, Weighted Servqual dan Weighted Servperf dengan memperhatikan lima dimensi utama yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Penelitian ini menggunakan kuisioner yang terdiri atas 27 atribut layanan dan didistribusikan pada 100 responden. hasilnya menunjukkan bahwa setiap metode menghasilkan kesimpulan yang berbeda pada pengukuran kualitas setiap atribut. Selainitu, penambahan bobot tingkat kepentingan memberikan hasil yang berbeda dibandingkan tanpa menggunakan bobot. Kinerja dari layanan yang kemudian dipetakan pada Diagram Kartesius pada metode Importance Performance Analysis (IPA). Hasil dari pemetaan menunjukkan terdapat 4 atribut yang perlu untuk diperhatikan oleh Dinas Kominfotiksehingga layanannya dapat lebih baik lagi, yaitu atribut T6, RL1, RL2, dan RL3. Terakhir untuk mengetahui tingkat kepuasan pengguna atas internet dilakukan perhitungan menggunakan metode Customer Satisfaction Index (CSI). Hasil analisis metode CSI menunjukkan bahwa pengguna layanan Dinas Kominfotik tidak puas dengan skor metode CSI hanya 73.1%.
==================================================================================================================================
The use of the internet in government has a significant impact on connectivity and communication between agencies and institutions. Dinas Kominfotik, a Regional Work Unit (OPD) within the City Government (Pemko) of Banjarmasin, is responsible for carrying out government affairs in the fields of communication and informatics, statistics, and information security. The development and addition of internet and wifi access is ongoing, but there is no audit or assessment of the performance of internet services that have been implemented. Therefore, to identify and analyze service quality and internet user satisfaction at Dinas Kominfotik, quality measurement methods such as Servqual, Servperf, Weighted Servqual, and Weighted Servperf can be used by paying attention to five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This study used a questionnaire containing assessments of 27 service attributes and distributed to 100 respondents. The results show that each method produces different conclusions on the assessment of each service attribute. Furthemore, the addition of importance level weights gives different results compared to without using weights. The performance of the service is then mapped on a Cartesian diagram using the Importance Performance Analysis (IPA) method. The results of the mapping show that there are 4 attributes that need to be of concern to the Dinas Kominfotik so that their services can be further improved, namely attributes T6, RL1, RL2, and RL3. Finally, to determine the level of user satisfaction with the internet, a calculation is carried out using the Customer Satisfaction Index (CSI) method. The results of the CSI method analysis show that users of the Dinas Kominfotik internet service already feel "Not Satisfied" with a CSI method score of only 73.1%.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Internet, Dinas Kominfotik, Quality Measurment Method, IPA, CSI,
Subjects:	T Technology > T Technology (General) T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing T Technology > T Technology (General) > T58.6 Management information systems T Technology > T Technology (General) > T58.62 Decision support systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Billy Fathurrachman
Date Deposited:	03 Aug 2023 02:51
Last Modified:	03 Aug 2023 02:51
URI:	http://repository.its.ac.id/id/eprint/103033

Actions (login required)

View Item