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All Journal Jurnal Ilmiah Teknik Industri Teknika: Engineering and Sains Journal Journal of Research and Technology Ecopreneur.12 JISO : Journal of Industrial and Systems Optimization Among : Jurnal Pengabdian Masyarakat Jurnal Senopati : Sustainability, Ergonomics, Optimization, and Application of Industrial Engineering Jumat Ekonomi: Jurnal Pengabdian Masyarakat Jumat Informatika: Jurnal Pengabdian Masyarakat IQTISHADequity jurnal MANAJEMEN CYBER-Techn(Jurnal Informatika dan Industri)
Ika Widya Ardhyani
Universitas Maarif Hasyim Latif
Arts Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Mechanical Engineering Social Sciences Transportation Other

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Penilaian Kualitas Layanan di BPSDMP Kominfo Surabaya dengan Metode Service Quality dan Importance Perfomance Analysis (Studi Kasus Pelatihan Digital) Adriansyah, Gusti; Ardhyani, Ika Widya; Herlambang, Ichtiar Bagus
Jurnal SENOPATI : Sustainability, Ergonomics, Optimization, and Application of Industrial Engineering Vol 7, No 1 (2025): Jurnal SENOPATI Vol 7, No 1
Publisher : Institut Teknologi Adhi Tama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31284/j.senopati.2025.v7i1.6332

Abstract

In government agencies, especially in the field of human resource development which provides community facilities and services, the quality of the services provided must be taken seriously. The quality of this service has a big influence on government agencies, especially in the field of human resource development. This research takes a case study at BPSDMP Kominfo Surabaya regarding service quality assessment using the Service Quality and Importance Performance Analysis methods. The aim is to find out people's expectations and perceptions based on services attribute on digital training. The service quality of BPSDMP Kominfo Surabaya has an average value of 1.43, where the value is close to 1, which indicates that the service provided by the agency has met customer expectations and indicates good service quality. Corrective steps for attributes that do not meet customer expectations include improving the attitude and behavior of the committee, improving the quality of materials and training modules on a regular basis, and ensuring that the food provided is fresh and not stale by re-checking its availability and quality.
Co-Authors Abdul Malik Adrian Wahyu Adi Saputra Afif Marzuqi Ahmad Fatih Fudhla Ahmad Rizal Tohari Ahsan Muafa Aladin Eko Purkuncoro Alfian, Andi Alfin Setya Ningrum Anggi Septiandini Anita Firdaus Anshori, Moch Aprilia Aly Damayanti Ardian Dwi Cahyo Arifin, Akhmat Miftakhul As Syukri, Khoirul Anam Bagaskara Prisma Artha Wijaya Dani Dwi Prasetiyo Dini Retnowati Dony Perdana Dony Perdana, Dony Dwi Prasetya Dwi Prasetya Eko Budi Santoso Eko Budi Santoso Erfin Fajar Mauludhani Fitri Suhartiningrum Garini, Sherly Ardhya Gusti Adriansyah Herlambang, Ichtiar Bagus Irma Ika Wahyuni Jaka Purnama Khoirul Ngibad Lena Lestariningsih, Wiji M Andryansyah Mahmuda, Siti Manafsetiawan, Dhany Marzuqi, Afif Moch. Anshori Moch. Anshori Moch. Aris Ariyanto Mochammad Febi Lesmana Moh. Mustofa Moh. Zakaria Zakki Mohammad Ilham Awalus Syahidin Moses Laksono Singgih Nikma Yucha NUR RAHMAWATI Nur Rahmawati Nur Rahmawati Pramudita, Rezki Aulia Priyanto, Rido Agus Puspita, Asri Dwi Qurrota Akyun Reza Ichsan Mashuda Salsabila Septian Dwi Rahardika Sherly Ardhya Garini Sinta Dewi Sinta Dewi Sinta Dewi Sugeng Santoso Wahyuningsih, Intan Indah Wiji Lestariningsih Wildan Sam Aden Yucha, Nikma