Kajian pelayanan kemetrologian dan tingkat kepuasan pelanggan pada unit pelaksana teknis (upt) balai metrologi dki jakarta
| Main Author: | Triprajogo, Teguh |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | ind |
| Terbitan: |
, 2005
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| Subjects: | |
| Online Access: |
http://repository.sb.ipb.ac.id/2734/1/5EK-01-Triprajogo-Cover.pdf http://repository.sb.ipb.ac.id/2734/2/5EK-03-Triprajogo-Ringkasaneksekutif.pdf http://repository.sb.ipb.ac.id/2734/3/5EK-02-Triprajogo-Abstract.pdf http://repository.sb.ipb.ac.id/2734/4/5EK-04-Triprajogo-Daftarisi.pdf http://repository.sb.ipb.ac.id/2734/5/5EK-05-Triprajogo-Pendahuluan.pdf http://repository.sb.ipb.ac.id/2734/ |
Daftar Isi:
- The purposes of this study were 1) to analyze the customer expectations and customer perceptions for each attribute service at taximeter testing installation, Balai Metrologi DKI Jakarta 2) to analyze level of customer satisfaction toward taximeter testing service, and 3) to analyze the attributes which could be increased customer satisfaction in taximeter testing installation. The simple random sampling is used to collected 100 respondents that came to calibrate of taximeter in taximeter testing installation Balai Metrologi DKI Jakarta. Servqual, Importance-Performance Analysis (IPA), and Suhardjo diagonal are used to analyze and answer the objectives. The results of the study commonly showed that gap average between expectations-perceptions of the customer do not wide (0.65). The analysis of Suhardjo diagonal showed that all of attributes let on beneath near diagonal line. It mean that the performance of service is still inefficient. The customer satisfaction level was 84.07 percent (Gaspersz, 1997) or was – 0.74 on servqual analysis. The customers feel good enough toward the service at taximeter testing installation on Balai Metrologi DKI Jakarta. However, some attributes at tangible dimension and a attribute at reliability dimension showed a wide gap. Based on Importance-Performance Analysis, those attributes were prime priority categories which means increased them could be improved quality service. The attribute that could be improved customer satisfaction were testing location, testing expense, taximeter service agent, sanitation and pray places, and the officer could be identified.