Rancang Bangun Aplikasi Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Layanan Perpustakaan Kota Surabaya
Abstract: Library of Surabaya
government provides the aim of ensuring the service which is always oriented to the satisfaction
of the people. For that reason, it needs
customer satisfaction measurement procedure. However, Surabaya library
has difficulties in processing data, analyzing data, up to the present report.
It has an impact on delays and errors in reporting the results of the
measurement of customer
satisfaction. To overcome
these problems, it
was made an
application as the
solution of analyzing the
effect of service
quality. The process
of making the
application starts from
data processing to determine
the value of
the variables. The
results of the
process were analyzed
using linear regression method.
This method can
indicate a causal
relationship to know
which types of library services affect customer
satisfaction. Further analysis of the results can be presented in the form of
a report automatically
as the results
of the analysis
of customer satisfaction
in Surabaya library. At the
implementation phase, this application is used to demonstrate the feasibility
of testing the value of 100%. Based on tests on sample data questionnaire in
2012 for public library serv ice, the result showed that service quality
influences the customer satisfaction.
Keywords: Application of
Service Quality Analysis, Customer Satisfaction, Multiple Linier Regression
Penulis: Mohammad Al Hafidz, Sulistiowati
Kode Jurnal: jptkomputerdd150102
