Rancang Bangun Aplikasi Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada UPT. PPPK Dinas Pendidikan Jawa Timur
Abstract: In East Java, one of
duty Unit pelaksana teknis pelatihan dan pengembangan pendidikan kejuruan (UPT.PPPK)
is training. There
are some problems
during UPT.PPPK doing
the procedure of measurement of customer satisfaction that are static of
variable questionn aire, delay while analyzing the results of questionnaire
because the process of recap questionnaire answers is too long
and process of
analyze requires 2
days. The effect
of delay while
analyzing the questionnaire for
the process of
repair service advice
b y the head
of MR is
not achieved of customer satisfaction. The application of
customer satisfaction analysis is needed to overcome the problems which
it helps the
process of making
questionnaire using service
quality method to compile
the questionnaire variable
dynamically and multiple
linear regression method
to analyze the participants’ characteristic and
satisfaction during the
training. The results
of application testing for 67
respondents is considerable influence of satisfaction while training service s,
quality of service dimensions
of tangibles, assurance
and empathy. Value
influence of service
quality could be used
as reference for
improving trainees’ satisfaction.
The suggestion based on the application testing are application development using
plat form mobile phone, send report directly via e-mail and application development could be applied
for other services.
Penulis: Ika Susti ani ng
Ifani, Sulistiowati, Yoppy Mi rz a Maul ana
Kode Jurnal: jptkomputerdd150151
