STUDI KUALITAS PELAYANAN PADA BADAN PUSAT STATISTIK PROVINSI ACEH

Authors

  • Zatur Raihana
  • Iwan Budhiarta Universitas Ubudiyah Indonesia

DOI:

https://doi.org/10.33143/jecs.v5i2.474

Abstract

ABSTRAK

 

 

Kualitas pelayanan merupakan suatu  kondisi dinamis yang berhubungan dengan produk, jasa, manusia, proses dan lingkungan yang  memenuhi atau melebihi harapan, dan berfokus pada upaya pemenuhan kebutuhan dan keinginan konsumen serta ketepatan penyampaiannya untuk menyimbangi harapan konsumen. Tujuan penelitian: untuk mengetahui pengaruh keandalan, daya tanggap, fasilitas, kebijakan, dan sumber daya manusia terhadap kualitas pelayanan pada Badan Pusat Statistik Provinsi Aceh. Metode penelitian: penelitian ini menggunakan metode deskriptif kuantitatif, yang menggambarkan, berbagai fenomena realitas sosial yang ada di masyarakat. Hasil penelitian: berdasarkan dari hasil pengujian maka dapat disimpulkan bahwa fasilitas, keandalan dan sember daya manusia terdapat pengaruh yang positif terhadap kualitas pelayanan, sedangkan daya tangkap dan kebijakan tidak memiliki pengaruh yang positif terhadap kualitas pelayanan, karena dengan tingginya fasilitas, keandalan, maka akan manaikkan tingat kualitas pelayanan. Karena apabila fasilitas, keandalan tidak di tingkatkan akan berdampak negatif terhadap konsumen. Dengan demikian konsumen akan merasa kecewa terhadap staf atau karyawan yang memberikan pelayanan yang tidak baik atau tidak sesuai aturan yang sudah di tetapkan.

 

Kata Kunci: Kualitas, Pelayanan.

References

Efendi. 2014. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung. Jurnal Fakultas Komunikasi dan Bisnis. Vol.4. No: 2. Hal.

-16.

Sugiyono. 2014. Metode Penelitian Pendidikan Pendekatan Kuantitatif dan Kualitatif R&D. Bandung: Alfabeta.

Sugiyono. 2017. Metode Penelitian Pendidikan Pendekatan Kuantitatif dan Kualitatif R&D. Bandung: Alfabeta.

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Issue

Vol. 5 No. 2 (2019): Oktober 2019

Section

Articles

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