PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PENERBITAN PERTIMBANGAN TEKNIS IZIN MENDIRIKAN BANGUNAN (IMB) PADA DINAS TATA KOTA BANDAR LAMPUNG

Joko Sulistio, 1021011047 (2016) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PENERBITAN PERTIMBANGAN TEKNIS IZIN MENDIRIKAN BANGUNAN (IMB) PADA DINAS TATA KOTA BANDAR LAMPUNG. Masters thesis, UNIVERSITAS LAMPUNG.

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Abstrak

ABSTRAK PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PENERBITAN PERTIMBANGAN TEKNIS IZIN MENDIRIKAN BANGUNAN (IMB) PADA DINAS TATA KOTA BANDAR LAMPUNG Oleh Joko Sulistio Pelayanan penerbitan pertimbangan teknis izin mendirikan bangunan (IMB) pada Dinas Tata Kota Bandar Lampung dilaksanakan berdasarkan standar pelayanan sesuai indikator pada pasal 21 Undang-undang Nomor 25 Tahun 2009 tentang Pelayanan Publik, namun demikian permasalahan mendasar terkait kualitas kinerja pelayanan belum dapat diketahui dari sudut pandang pelanggan, sehingga perlu dilakukan identifikasi persepsi masyarakat terkait kualitas pelayanan dan harapan pelanggan terhadap pelayanan dalam rangka mengetahui kepuasan pelanggan. Penelitian ini bertujuan untuk mengetahui besarnya pengaruh kualitas pelayanan (tangibles, reliability, responsiveness, assurance, dan empathy) terhadap kepuasan pelanggan dan untuk mengetahui variabel yang paling dominan mempengaruhi dari kualitas pelayanan (tangibles, reliability, responsiveness, assurance, dan empathy) terhadap kepuasan pelanggan penerbitan pertimbangan teknis izin mendirikan bangunan (IMB) pada Dinas Tata Kota Bandar Lampung. Penelitian ini menggunakan metode sensus dengan jumlah sampel sebanyak 82 orang dengan instrument penelitian berbentuk angket/kuesioner dan analisa data dilakukan dengan statistik deskriptif dan kuantitatif. Hasil penelitian menunjukkan bahwa kualitas pelayanan dikategorikan baik dan memuaskan pelanggan. Hasil analisis regresi linier berganda menyatakan bahwa variabel tangibles, reliability, responsiveness, dan empathy memiliki hubungan yang positif dan signifikan terhadap kepuasan pelanggan. Variabel assurance memiliki arah positif tetapi tidak signifikan dengan kepuasan pelanggan. Berdasarkan uji f menunjukkan variabel tangibles, reliability, responsiveness, assurance, dan empathy secara bersama sama memberikan pengaruh dan nilai koefisien determinasi (R2) diperoleh 87,4%, menunjukkan bahwa variabel bebas mampu menjelaskan variabel terikat. Sedangkan sisanya sebesar 12,6% dijelaskan oleh variabel bebas lainnya yang tidak dimasukkan dalam model penelitian ini. Kata Kunci : Kualitas Pelayanan (tangibles, reliability, responsiveness, assurance, dan empathy) dan Kepuasan Pelanggan. ABSTRAK EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION ISSUANCE OF CONSIDERATION OF TECHNICAL BUILDING PERMITS (IMB) AT THE DEPARTMENT OF CITY PLANNING BANDAR LAMPUNG By Joko Sulistio Publishing services technical considerations of building permit (IMB) at the Department of City Planning Bandar Lampung implemented based on the standard of service according to the indicators on article 21 of Law No. 25 of 2009 on Public Service, however, fundamental issues related to quality of service performance can not be known from the viewpoint customer, so it is necessary to identify the relevant public's perception of service quality and customer expectations towards the service in order to determine customer satisfaction. This study aims to determine the influence of service quality (tangibles, reliability, responsiveness, assurance, and empathy) to customer satisfaction and to determine which variables are the most dominant influence on service quality (tangibles, reliability, responsiveness, assurance, and empathy) to customer satisfaction technical considerations issuance of building permit (IMB) at the Department of City Planning Bandar Lampung. This study uses census with a sample of 82 people with a research instrument a questionnaire form / questionnaire and data analysis was done by descriptive statistics and quantitative. The results showed that the quality of service categorized as good and satisfying customers. The results of multiple linear regression analysis states that the variable tangibles, reliability, responsiveness, and empathy has a positive and significant relationship to customer satisfaction. Variable assurance has a positive direction but not significant to customer satisfaction. Based on the test variable f indicates tangibles, reliability, responsiveness, assurance, and empathy with the same effect and the coefficient of determination (R2) obtained 87.4%, indicating that the independent variables are able to explain the dependent variable. While the rest of 12.6% is explained by other independent variables which are not included in this research model. Keywords: Quality of Service (tangibles, reliability, responsiveness, assurance, and empathy) and Customer Satisfaction.

Tipe Karya Ilmiah: Tesis (Masters)
Subyek: H Ilmu Sosial = Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
J Political Science > JS Local government Municipal government
Program Studi: Fakultas Ekonomi dan Bisnis > Magister Manajemen S2
Depositing User: 5372658 . Digilib
Date Deposited: 29 Dec 2016 08:27
Last Modified: 30 Dec 2016 03:46
URI: http://digilib.unila.ac.id/id/eprint/24998

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