ANALISIS KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN KONSUMEN DI UNIT PELAKSANA TEKNIS PENGENDALIAN DAN PENGUJIAN MUTU HASIL PERIKANAN SURABAYA PENELITIAN OBSERVASIONAL
The aim of this study was to know the satisfaction of clients to Provincal Fishery Laboratory of Surabaya. This research conduct at the Provincal Fishery Laboratory of Surabaya service management. The design of this study was observational and research design was descriptive with quantitative met...
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| Format: | Theses and Dissertations NonPeerReviewed |
| Language: | Indonesian Indonesian |
| Published: |
2016
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| Subjects: | |
| Online Access: | http://repository.unair.ac.id/53562/1/TVA.%2011-16%20Sup%20a.pdf http://repository.unair.ac.id/53562/2/TVA.%2011-16%20Sup%20a%20Abstrak.pdf http://repository.unair.ac.id/53562/ http://lib.unair.ac.id |
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| Institution: | Universitas Airlangga |
| Language: | Indonesian Indonesian |
| Summary: | The aim of this study was to know the satisfaction of clients to Provincal
Fishery Laboratory of Surabaya. This research conduct at the Provincal Fishery
Laboratory of Surabaya service management. The design of this study was
observational and research design was descriptive with quantitative methods.
Sampling selected use incidental sampling. Criteria of the sample is fishery
plant/goverment/individual who visit Unit Pelaksana Teknis Pengendalian dan
Pengujian Mutu Hasil Perikanan to check their fishery product. Total sample
selected was 40 persons. The instruments in this study was questionnaire with
likert scale and primary data collected from respondents using the instruments of
research and interviews. The analyze of research data used Importance
Performance Analysis (IPA) and Spider Web. The result of this research
showed the dimension of service management that satisfy are tangible,
realiability, assurance and emphaty. Only one dimension that bring
unsatisfaction to community, that is responsiveness. Based on research, Unit
Pelaksana Teknis Pengendalian dan Pengujian Mutu Hasil Perikanan Surabaya
recommended to improve service management with provide availability of
excellent information, socialization information to loyal customer, maintenance
online service, availability waiting room, availability parking area, employee
competence training and motivation workshop.
Keywords : Testing laboratory, services management, client satisfaction |
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