KUALITAS PELAYANAN PUBLIK (STUDI PADA PELAYANAN ADMINISTRASI MAHASISWA DI POLITEKNIK NEGERI SRIWIJAYA (POLSRI) TAHUN 2012
Abstract: This thesis entitled
the Quality of Public Services (Study on Students Administrative Services at State
Polytechnic of Sriwijaya in 2011). Formulation of the problem of this research
is how the quality of student administrative services at State Polytechnic of
Sriwijaya on three types ofservices provided, namely: service new admissions,
re-registration service student and student academic administrative services.
Research method used in this research is descriptive research with quantitative
approach. Theory used is the model servqual with five dimensions of servicequality
(tangible, reliability, responsiveness, assurance, and empathy). Evaluations of
the qualityof service is determined by two factors: perceptions and
expectations of students. Results of data analysis showed that student
perceptions of student administrative at three kinds of servicesat middle
category (2.75 to 3.61), whereas for perception score is lowest on the
dimensions ofresponsiveness and the highest scores is the tangible dimension.
Hopes of students at all three services are in very high category (4.51 to
4.80), which means that students have high expectations on the dimensions of
tangible and empathy. Difference in value perceptions and expectations of
students on the quality of student administrative services servqual
calculationsobtained negative results for all three services. It means that the
quality of student administrative services at State Polytechnic of Sriwijaya
yet either, because the perceived value is lower than the expected value. Focus
attention directed repair services are the dimensions of responsiveness and empathy.
This is supported hypothesis testing results for all three services, where the
value perceptions and expectations are not the same values and significant, so
the quality of student administrative services said was not good.
Penulis: Silvana Oktanisa
Kode Jurnal: jpmanajemendd131098
