Kepuasan Konsumen Pada Kualitas Pelayanan Perizinan Di Dinas Perhubungan Provinsi Jawa Timur

Ridasmika, Ridasmika (2022) Kepuasan Konsumen Pada Kualitas Pelayanan Perizinan Di Dinas Perhubungan Provinsi Jawa Timur. Masters thesis, Institut Teknologi Sepuluh Nopember.

	Text 09211950026015-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 April 2024. Download (3MB) | Request a copy
	Text 09211950026015-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 April 2024. Download (3MB) | Request a copy
	Text 09211950026015-Master_Thesis.pdf Restricted to Repository staff only Download (3MB) | Request a copy
	Text 09211950026015 - Master_Thesis.pdf Restricted to Repository staff only Download (3MB) | Request a copy

Abstract

Kepuasan konsumen adalah perbandingan antara kinerja yang diharapkan oleh konsumen dibandingkan dengan kinerja aktual di lapangan. Sistem Informasi Angkutan Pelayaran Online (SIAPOL) adalah aplikasi di Dinas Perhubungan Provinsi Jawa Timur bertujuan untuk memberikan pelayanan perizinan yang lebih baik yang semula offline diubah menjadi online. Setiap tahun aplikasi ini dikembangkan untuk memperbaiki kinerja layanan tetapi belum pernah dievaluasi kualitas pelayanannya. Maka diperlukan analisis kepuasan konsumen terkait pelayanan Dinas melalui SIAPOL.
Penelitian ini bertujuan untuk menganalisis kinerja layanan SIAPOL dalam memberikan kepuasan konsumen. Penelitian ini merupakan penelitian confirmatory menggunakan variabel ServQual antara lain Reliability, Responsiveness, Assurance, Emphaty, dan Tangible . Pengolahan data menggunakan Smart PLS (Partial Least Square). Data yang digunakan adalah data primer dari survei kuesioner kepada responden pengguna SIAPOL yaitu pengusaha perusahaan angkutan laut.
Hasil penelitian menunjukkan kepuasan pelanggan pada kualitas layanan perizinan di Dinas Perhubungan Provinsi Jawa Timur memuaskan konsumen pada variabel Reliability, Responsiveness, dan Emphaty. Sedangkan untuk harapan konsumen pada penelitian pelayanan perizinan ini tertinggi pada variabel Emphaty secara berurutan diikuti variabel Responsiveness, Assurance, Reliability, Tangible. Variabel yang belum memuaskan konsumen adalah Assurance dan Tangible terkait ketepatan perizinan dan ketersediaan sarana prasarana yang dirasakan langsung oleh konsumen.
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Customer satisfaction compares the performance expected by the customer compared to the actual performance in the field. The Online Shipping Transportation Information System (SIAPOL) is an application at the East Java Provincial Transportation Service that aims to provide better licensing services that were originally offline to online. Every year this application is developed to improve performance services but the service quality has never been evaluated. So it is necessary to analyze customer satisfaction related to service services through SIAPOL.
This study aims to analyze the performance of SIAPOL services in providing customer satisfaction. This research is a confirmatory exploratory study using ServQual variables, including Reliability, Responsiveness, Assurance, Empathy, and Tangible. Data processing using Smart PLS (Partial Least Square). The data used are primary data from a questionnaire survey to respondents using SIAPOL, namely sea transportation company entrepreneurs.
The results showed that customer satisfaction on the quality of licensing services at the Department of Transportation of East Java Province satisfied consumers on the variables of Reliability, Responsiveness, and Empathy. Meanwhile, consumer expectations in this licensing service research are highest in the Empathy variable sequentially followed by the Responsiveness, Assurance, Reliability, Tangible variables. Variables that have not satisfied consumers are Assurance and Tangible related to timeliness and availability of infrastructure that are felt directly by consumers.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kinerja Pelayanan, Kepuasan Konsumen, SIAPOL, Smart PLS, Service Performance, Consumer Satisfaction
Subjects:	H Social Sciences > HE Transportation and Communications
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis
Depositing User:	RIDAS MIKA
Date Deposited:	11 Feb 2022 02:08
Last Modified:	02 Nov 2022 01:13
URI:	http://repository.its.ac.id/id/eprint/93350

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