ANALISIS KUALITAS PELAYANAN DI PPMKP CIAWI BOGOR THE ANALYSIS OF SERVICE QUALITY AT PPMKP CIAWI BOGOR

Authors

  • Muhamad Adi Saputra Jurusan Ilmu Administrasi Negara Fakultas Ilmu Sosial dan Ilmu Politik Universitas Djuanda, Jl. Tol Ciawi No. 1, Kotak Pos 35 Bogor 16770.
  • Beddy Iriawan Maksudi Jurusan Ilmu Administrasi Negara Fakultas Ilmu Sosial dan Ilmu Politik Universitas Djuanda, Jl. Tol Ciawi No. 1, Kotak Pos 35 Bogor 16770.
  • Denny Hernawan Jurusan Ilmu Administrasi Negara Fakultas Ilmu Sosial dan Ilmu Politik Universitas Djuanda, Jl. Tol Ciawi No. 1, Kotak Pos 35 Bogor 16770.

DOI:

https://doi.org/10.30997/jgs.v2i2.211

Abstract

The research aim is to know service quality at Pusat  Pelatihan Manajemen  Dan Kepemimpinan Pertanian  (PPMKP) Ciawi Bogor, whether has been achieved optimally or not.

            Research methode used is descriptive method, while literture study, observation, and questionnaire are used as tools to collect data.

             Based on analysis result reveal that overall score of service quality delivered by PPMKP is classified as “good”, overall score based on employee’s perception is 3,58 (in scale of 5) while based on participant (trainee) overall score is 3,61. It is worth note that detailed score of each dimension of serive quality (tangibles, reliability, responsiveness, assurance, and emphaty) is also quite similar in terms of Weight Mean Score among those respondents (employee and trainee.

            Based on analysis result, important point to be considered as recommendation to Pusat  Pelatihan Manajemen  Dan Kepemimpinan Pertanian  (PPMKP) Ciawi Bogor are : increasing the competence of employee as well as improving training infrastructure.

Keywords: Service quality, competence, dimension of service quality

References

Fandy, Tjiptono (2005) Pemasaran Jasa, Edisi Pertama : Malang, Bayu
Media Publising.

Moenir, A.S (2002) Manajemen Pelayanan Umum di Indonesia : Jakarta, Bumi
Aksara.

Ratminto, dan Winarsih, Atik Septi, (2005) Manajemen Pleayanan Pengembangan Modal Konseptual, Penerapan Cirtizen’S Charter

Downloads

Published

2017-03-18

How to Cite

Saputra, M. A., Maksudi, B. I., & Hernawan, D. (2017). ANALISIS KUALITAS PELAYANAN DI PPMKP CIAWI BOGOR THE ANALYSIS OF SERVICE QUALITY AT PPMKP CIAWI BOGOR. Jurnal Governansi, 2(2), 65–78. https://doi.org/10.30997/jgs.v2i2.211

Issue

Vol. 2 No. 2 (2016): Jurnal GOVERNANSI Vol 2 No 2, Oktober 2016

Section

Articles

License

Authors who publish with Jurnal Governansi agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in Jurnal Governansi.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in Jurnal Governansi. 
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
Abstract viewed = 227 times

Most read articles by the same author(s)

> >>