Triono, Dedy (2022) Analisis Instrumen Pengukuran Kepuasan Masyarakat Pengguna Unit Layanan Di Lingkungan Universitas XYZ. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Pelayanan publik yang dilakukan oleh unit layanan universitas XYZ saat ini dirasa belum memenuhi harapan masyarakat. Jika tidak ditangani, keluhan tersebut memiliki dampak destruktif pada universitas XYZ. Indeks Kepuasan Masyarakat (IKM), menggunakan materi materi survei Permen PANRB nomor 14 tahun 2017, merupakan salah satu metode yang digunakan untuk menentukan kualitas pelayanan publik melalui persepsi publik. Jenis penelitian ini adalah penelitian observasional dengan metode pengambilan data menggunakan pendekatan cross-sectional dan teknik pengambilan sampel acak probabilitas. Populasi penelitian terdiri dari 111 responden dari Komunitas Akademik Universitas XYZ. Survei diedarkan secara online di unit layanan di xyz University. Analisis regresi linier berganda digunakan untuk menganalisis data yang dikumpulkan. Hasil penelitian menunjukkan bahwa variabel sistem, mekanisme, dan prosedur berpengaruh positif dan signifikan terhadap kepuasan pelayanan; variabel sarana dan prasarana,biaya/tarif,kompetensi pelaksana ,produk spesifikasi jenis pelayanan,waktu penyelesaian berpengaruh positif dan tidak signifikan terhadap kepuasan pelayanan; variabel persyaratan, perilaku pelaksana dan penanganan pengaduan, saran dan masukan berpengaruh negatif dan tidak signifikan terhadap kepuasan pelayanan. Hal ini menunjukkan bahwa melalui data dan informasi tentang tingkat kepuasan masyarakat yang diperoleh dari responden dapat dipergunakan sebagai instrumen penilaian dan evaluasi kinerja pelayanan publik di lingkungan universitas XYZ sehingga dapat meningkatkan kualitas pelayanan publik sesuai dengan kebutuhan dan harapan penerima pelayanan publik.
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Public services carried out by XYZ university service unit are currently felt to have not met community expectations. If not handled, the complaint has a destructive impact on XYZ university. The Community Satisfaction Index (IKM), using the material of permen PANRB survey material no. 14 of 2017, is one of the methods used to determine the quality of public services through public perception. This type of research is observational research with data retrieval methods using cross-sectional approaches and probability random sampling techniques. The study population consisted of 111 respondents from the Academic Community of XYZ University. Surveys are circulated online at service units within XYZ University. Multiple linear regression analysis is used to analyze the collected data. The findings revealed that system variables, mechanisms, and procedures had a positive and significant effect on service satisfaction; variable facilities and infrastructure, costs/tariffs, the competence of implementers, product specifications of service types, completion time has a positive and insignificant effect on service satisfaction; varying requirements, the conduct of implementers and complaint handling, suggestions and inputs have a negative and little impact on service satisfaction; varying needs, the behaviour of implementers and complaint handling, suggestions and inputs have an adverse and negligible effects on service satisfaction; This demonstrates that data and information obtained from respondents about the level of community satisfaction can be used as an instrument of assessment and evaluation of public service performance in the XYZ university environment in order to improve the quality of public services based on the needs and expectations of public service recipients.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | IKM, Kuisoner, Permen PANRB, Unit Layanan, Questionnaire, Service Unit. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD58.87 Reengineering (Management) Business process |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | Dedy Triono |
| Date Deposited: | 14 Feb 2022 04:45 |
| Last Modified: | 29 Aug 2024 02:14 |
| URI: | http://repository.its.ac.id/id/eprint/93867 |
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