SUDIBYO, JOKO (2006) FAKTOR-FAKTOR PELAYANAN PUBLIK YANG MEMPENGARUHI KEPUASAN PELANGGAN DI PEMERINTAH KOTA SURAKARTA (Studi Kasus Di Unit Pelayanan Terpadu Kota Surakarta ). Thesis thesis, Universitas Muhammadiyah Surakarta.
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Abstract
Rumusan permasalahan dalam penelitian ini, yakni apakah variabel faktorfaktor pelayanan publik mempengaruhi kepuasan pelanggan Pemerintah Kota Surakarta. Penelitian ini mempunyai tujuan untuk mengetahui sejauhmana pengaruh variabel faktor-faktor pelayanan publik terhadap kepuasan pelanggan, sedangkan hipotesisnya adalah di duga ada pengaruh yang signifikan antara variabel faktor-faktor pelayanan publik terhadap kepuasan pelanggan. Adapun faktor-faktor pelayanan publik terdiri dari Reliability (Keandalan), Responsiveness (Daya tanggap), Assurance (Jaminan), Empathy (Empati), dan Tangible (Berwujud). Penelitian ini dilakukan terhadap pelanggan di Unit Pelayanan Terpadu (UPT) Kota Surakarta dengan jumlah responden 120 orang. Nilai R2 = 0,583 artinya, bahwa variabel-variabel Reliability (Keandalan), Responsiveness (Daya tanggap), Assurance (Jaminan), Empathy (Empati ), dan Tangible (Berwujud) mampu menjelaskan variasi kepuasan pelanggan sebesar 58,3% sedangkan sisanya 41,7% dijelaskan oleh variabel-variabel lain diluar model. Nilai uji Fhitung = 31,913 > Ftabel = 2,45 artinya bahwa faktor-faktor yang diteliti secara bersamasama berpengaruh terhadap kepuasan pelanggan. Dari hasil analisa data uji parsial atau individu dinyatakan bahwa semua variabel yang diteliti berpengaruh secara signifikan terhadap kepuasan pelanggan Pemerintah Kota Surakarta. The problem study affirmed in this research is wether public services of city government of Surakarta variables have any influences to the customers’ satisfaction. This research has the purpose to know the extent of public services variables influence the customers’ satisfaction, where as the hypothesis is ”It is assumed that there are some significant influences of public services to the customers’ satisfaction”. The public services factors consist of reliability, responsiveness, assurance, empathy and tangible. The research is conducted to customers in Unit Pelayanan Terpadu (UPT) of Surakarta City with 120 respondent. The value of R2 = 0,583; it means that reliability, responsiveness, assurance, empathy and tangible variables are able to explain the variety of customers’ satisfactions for amount 58,3%, while residues, 41,7% are explained by other variables outside of model. The value of Fcalculation = 31,913 > Ftable = 2,45 means that the factors researched simultaneously influence to the customers’ satisfactions. Based on the data analysis t-test for test partially, it variables are significant.
| Item Type: | Karya ilmiah (Thesis) |
|---|---|
| Uncontrolled Keywords: | keandalan, daya tanggap, jaminan, empati, berwujud dan kepuasan pelanggan. reliability, responsiveness, assurance, empathy, tangible and customers’ satisfactions. |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Pasca Sarjana > Magister Manajemen |
| Depositing User: | Ken Retno Yuniwati |
| Date Deposited: | 12 May 2010 08:17 |
| Last Modified: | 15 Nov 2010 08:14 |
| URI: | http://eprints.ums.ac.id/id/eprint/6935 |
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