KUALITAS PELAYANAN DI MUSEUM KAMBANG PUTIH, TUBAN

  • Meita Pradani Putri
  • Nunuk Rukminingsih
DOI: https://doi.org/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

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References

Kottler philip. (2000:25). Manajemen pemasaran. Jakarta: PT. Indeks Kelompok Gramedia.

Moenir. (2002:190:196). Manajemen Pelayanan Umum Di Indonesia. Jakarta: Bumi Aksara.

Parasuraman Zeithmal, Valerie A, and Leonard L, Berry. (1990). Delivering quality service, balancing custamer perception and expectation. USA : The Press.

Peraturan Menteri Kebudayaan Dan Pariwisata No 66 Tahun 2015 tentang pedoman museum Indonesia 2008.

Sinambela Lijan P. (2006). Reformasi Pelayanan Publik .

Undang-undang Nomor 25 Tahun 2009. Tentang pelayanan publik

Published
2017-03-03
How to Cite
Putri, M., & Rukminingsih, N. (2017). KUALITAS PELAYANAN DI MUSEUM KAMBANG PUTIH, TUBAN. JPAP: Jurnal Penelitian Administrasi Publik, 3(1). https://doi.org/10.30996/jpap.v3i1.1225
Issue
Vol 3 No 1 (2017)
Section
Articles
Copyright (c) 2017 Meita Pradani Putri, Nunuk Rukminingsih

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