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Fitrianti, Anindita
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Kualitas Pelayanan Berbasis Aplikasi Berkas Mlaku Dewe (Bmw) Di Kantor Kecamatan Sukodono Kabupaten Sidoarjo Fitrianti, Anindita; Arif, M. Si, Dr. Lukman
Irpia : Jurnal Ilmiah Riset dan Pengembangan Volume 8 Nomor 2
Publisher : Institut Riset dan Pengembangan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71040/irpia.v8i5.202

Abstract

This research was based on the application service usage of Berkas Mlaku Dewe or BMW, theimplementation of this application service had been established by Sub-District Sukodono Office, SidoarjoRegency since 2015. BMW owned by Sukodono Sub-District Office Sidoarjo Regency. Based on thepurpose of this study is to examine the quality of Service Based Application Berkas Mlaku Dewe (BMW)at Sukodono Sub-District office Sidoarjo Regency. This is a descriptive qualitative study using thetechnique of data collection namely, observation, interview, and documentation. The location of thisresearch was conducted at Sukodono Sub-District office Sidoarjo Regency. The focus of this research isbased on five-dimensional theory about service quality by Parasuraman. In this case, there are 5 researchpoints being used, they are: (1) Tangibles; (2) Reliability; (3) Responsiveness; (4) Assurance; (5) Empathy.The study found out that, 1) The tangible point is considered as good enough; 2) The reliability has beenconducted in accordance to the service procedure; 3) The responsiveness has been good; 4) The assurancehas been constantly getting better according to the observation; 5) The empathy also could be concludedas good enough and clear in delivering information.
Co-Authors Arif, M. Si, Dr. Lukman