ANALISIS BERDASARKAN MODEL SERVQUAL TERHADAP KUALITAS PELAYANAN DINAS PEKERJAAN UMUM KABUPATEN MAGELANG

Purwiyanto, Budhi (2001) ANALISIS BERDASARKAN MODEL SERVQUAL TERHADAP KUALITAS PELAYANAN DINAS PEKERJAAN UMUM KABUPATEN MAGELANG. S2 thesis, UAJY.

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Abstract

This research is an empirical study towards the performance of the Dinas Pekerjaan Umum Magelang in serving its society. The research question was formulated as: Is there any gap between the service quality felt by the society and the service quality expected by the society. The main objective of this study is to analyze the of those service quality. The sample consisted of 192 respondents taken randomly from society. T-test was employed to analyze the collected data. Based on the analyzes, the result show that the gap between the expected and the performed qualities occurred in the Dinas Pekerjaan Umum Magelang (t arithmetic = 29.977>t table = 1.960). The gap also occurred in the Tangible dimension (t arithmetic = 34.622>t table = 1.960), the Reability dimension (t arithmetic = 23.00>t table = 1.960), the Responsiveness dimension (t arithmetic = 2.274>t table = 1.960), the Assurance dimension (t arithmetic = 21.053>t table = 1.960), and the Emphaty dimension (t arithmetic = 25.40>t table = 1.960).

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