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Putri, Meita Pradani
JPAP: Jurnal Penelitian Administrasi Publik
Decision Sciences, Operations Research & Management

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KUALITAS PELAYANAN DI MUSEUM KAMBANG PUTIH, TUBAN Putri, Meita Pradani
JPAP: Jurnal Penelitian Administrasi Publik Vol 4 No 1 (2018)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v4i1.1284

Abstract

This study was conducted to determine the quality of service in the Museum Kambang Putih, Tuban in providing services to visitors. This research is a qualitative descriptive study.The focus of research is based on five dimensions of the five dimensions of service quality (SERQUAL) by Parasuraman that is tangible, reliability, responsivenees, assurance, and empathy. These results indicate that the quality of service in the Museum Kambang Putih, Tuban already implementing tangible dimension, reliability, responsivenees, assurance and empathy and its indicators going pretty well. Dimensions responsivenees, assurance and empathy has been running very well and in line with expectations of visitors. But there are several dimensions and their indicators have not been going well and does not meet the wishes of visitors, among other tangible dimension to the indicators amenities to make the inconvenience visitors in museum and includes facilities are not complete, as well as dimensional reliability indicator of officers in the field of education is not in the room so the clerk there and help provide information on the collections and historic objects, due to the lack of education officials in the Museum Kambang Putih, Tuban.Keywords: Quality of Service, Public Service, Museum
KUALITAS PELAYANAN DI MUSEUM KAMBANG PUTIH, TUBAN Putri, Meita Pradani; Rukminingsih, Nunuk
JPAP: Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2017)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v3i1.1225

Abstract

Service Quality in Kambang Putih Museum, Tuban. This research was conducted to know the quality of service in Kambang Putih Museum, Tuban in providing service to the visitor. This research is a qualitative descriptive study. The research focus is based on five dimensions of service quality dimension (SERQUAL) according to Parasuraman that is tangibel, reliability, responsivenees, assurance, and emphaty. The results of this study indicate that the quality of service in Kambang Putih Museum, Tuban has applied tangible, reliability, responsivenees, assurance and emphaty dimension thus the indicators are running well enough. Dimensions of responsivenees, assurance and emphaty have gone very well and are in line with visitor expectations. However, there are several dimensions and indicators that have not run well and not according to the wishes of visitors, including tangible dimensions with facility indicators that make the inconvenience of museum visitors and facilities including incomplete facilities, as well as dimensions of reliability with indicators of officers in the field of education is not in the room so that the officers are there and help provide information about the collection and historic objects, due to the lack of educational personnel at the Museum Kambang Putih, Tuban. Keywords: Quality of Service, Public Service, Museum
Co-Authors Nunuk Rukminingsih, Nunuk