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All Journal Inovasi : Jurnal Ekonomi, Keuangan, dan Manajemen JURNAL MANAJEMEN KREATIF : Jurnal Ilmiah Prodi Manajemen Universitas Pamulang JURNAL LENTERA BISNIS Jurnal Ilmiah Edunomika (JIE) Jurnal Informasi dan Teknologi Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Kewarganegaraan International Journal of Engineering, Science and Information Technology Indonesian Journal of Engagement, Community Services, Empowerment and Development (IJECSED) International Journal of Education, Social Studies, And Management (IJESSM) Jurnal Pustaka Mitra : Pusat Akses Kajian Mengabdi Terhadap Masyarakat Journal of Innovation Research and Knowledge Jurnal Ilmu Manajemen Mulawarman (JIMM) Journal of Social Science and Business Studies Journal of Information System, Technology and Engineering INTERNATIONAL JOURNAL OF SOCIETY REVIEWS (INJOSER) Jurnal Pengabdian Masyarakat dan Riset Pendidikan Journal of Innovative and Creativity Asian Journal of Management, Entrepreneurship and Social Science INOVASI: Jurnal Ekonomi, Keuangan, dan Manajemen
Haribowo, Rio
Universitas Mulawarman
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Journal : JURNAL MANAJEMEN

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Analisa kualitas pelayanan dengan metode service quality (servqual) Miftahul Khoir; Rio Haribowo
JURNAL MANAJEMEN Vol 15, No 1 (2023): Maret
Publisher : Faculty of Economics and Business Mulawarman University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30872/jmmn.v15i1.13893

Abstract

Penelitian ini membahas tentang analisa kualitas pelayanan di Kelurahan Teritip dengan menggunakan Metode Servqual. Metode penelitian ini mengukur kualitas pelayanan di Kelurahan Teritip dengan berdasarkan dimensi kualitas pelayanan yaitu, bukti fisik, daya tanggap, keandalan, jaminan dan empati. Penelitian ini dilakukan untuk mengidentifikasi harapan dan persepsi masyarakat di Kelurahan Teritip dengan meihat nilai Gap yang terjadi akibat tidak kesesuaian antara harapan dan persepsi masyarakat. Dengan menganalisa nilai Servqual dalam penelitian ini maka didapatkan hasil nilai servqual tertinggi pada dimensi Keandalan sebesar -0,94 dengan nilai persepsi 3.57 dan nilai harapan 4.51, sedangkan nilai Servqual terendah pada dimensi Empati sebesar -0.72 dengan nilai persepsi 3.72 dan nilai harapan sebesar 4.44
Co-Authors Abdul Malik Abdul Razak Munir Adzka Rosa Sanjayyana Ahmad Ahmad Akbar Akbar Akbar, Zulfikri Aliyya Nur Rissya Ariesta Heksarini Arijanti, Susi Bambang Suseno Besse Raodhatul Jannah Bilgies, Ana Fitriyatul Br Ginting, Jenni Veronika Budi Sulistiyo Nugroho Dadang Suhardi Dendy K. Pramudito Dian Wahyuningsih Diawati, Prety Dirhamsyah Djunaedi Djunaedi Doddy Adhimursandi Eko Nur Hermansyah Eva Yuniarti Utami Fatimah Malini Lubis Feby Arma Putra Fildzah Shabrina Galih Wisnu Wardhana Hamdany, Mohammad Azharie hartanto hartanto Hendy Tannady Hotbona Novandi Tambunan I Wayan Ruspendi Junaedi Ika Sakti, Bagas Sundaru Ika Suhartanti Darmo Irdiana, Sukma Irwan Moridu Isfauzi Hadi Nugroho Iwan Henri Kusnadi Jasman Julianti Fitria Toufik Karnawi Kamar Karyadi, Sugeng Ladjin, Nurjanna Lenny Nuraeni, Lenny M. Rafid Marwal Maryam Nadir Mawardah, Anis Menhard Menhard, Menhard Michael Hadjaat Miftahul Khoir Mohammad Azharie Hamdany Mudasetia Mudasetia Mudasetia, Mudasetia Muhamad Risal Tawil Muhammad Yusuf Musdalifah Azis Musran Munizu Najmi Ismail Nugroho, Budi Sulistiyo Nuri Rohmatul Umma Putrie, Rena Augia Rahmawati, Rahmawati Ramli, Akhmad Raraga, Filus Ratnawati Ratnawati Rena Augia Putrie Rendi Wibowo Riesna Apramilda Riyanti, Apriani Sanjayyana, Adzka Rosa Saut Maruli Tua Pandiangan Setiawan, Roy Sidjabat, Sonya sri sudiarti Subroto, Desty Endrawati Sujatmiko, Wandi Sukriyadi, Sukriyadi suratman Susi Indriyani syamsurizal syamsurizal Syarifah Hudayah Tambunan, Hotbona Novandi Toufik, Julianti Fitria Tyahya Whisnu Hendratni Utami, Eva Yuniarti Verawaty Verawaty Wahyuningratna, Ratu Nadya Wariunsora, Marlen Wibowo, Rendi Widaryo, Chandika Mahendra Wulandari, Ayu Ratna Yantony, Didit ZA, Saida Zainurossalamia