ANALISIS PENERAPAN PELAYANAN PRIMA TERHADAP KEPUASAN MASYARAKAT (Studi Kasus pada Kantor Kelurahan Nginden Jangkungan, Surabaya)
Abstract
The Village is the spearhead of service in government agencies, because the public will first come to the Village Office before asking to get service at the District Office or at government offices on it again. Excellent service concept into a concept adopted by all government agencies in the province of East Java because East Java became a pilot project excellent service. The purpose of this study to determine the application of excellent service to the satisfaction of the people at the Village Office Nginden Jangkungan Surabaya. This study is a qualitative type of data used is qualitative data and the source is a source of primary data. Data is collected using questionnaires and interviews. Analysis of the data used is qualitative data analysis. The results showed that the conditions of service of excellence at the Village Office Nginden stilts are as follows: Ability to be in good condition, Attitude is in good condition, Attention was in poor condition, Action are in good condition, Appearance in a state sufficiently, and Accoutability are in good condition. Aspects of excellent service which gives effect to the satisfaction of the user community service at the Village Office Nginden stilts are aspects of attitude, action aspect and appearance aspects of service excellence, so the research hypothesis proposed in the previous chapter, which reads "The application of excellent service at the Village Office Nginden stilts Surabaya provide influence on the satisfaction of the user community service "is proven to three aspects, namely attitude, aspects of the action, and aspects of appearance.
Keywords: Excellent service, satisfaction, village office
Downloads
References
Afrial, R. (2009) Kualitas Pelayanan Publik Kecamatan Sebuah Perubahan Kedudukan dan Fungsi Camat Sebagai Perangkat Daerah. Jurnal Adminstrasi Dan Organisasi, diakses dari http://journal.ui.ac.id/jbb/article/viewFile/609/594 pada 10 Oktober 2014
Barata, A.A. (2004). Dasar-dasar Pelayanan Prima. Jakarta: Elex Media Komputindo.
Kuncoro, M. 2009, Metode Riset Untuk Bisnis dan Ekonomi Bagaimana Meneliti dan Menulis Tesis. Jakarta: Erlangga.
Lupiyoadi, R. dan Hamdani, A. 2008, Manajemen pemasaran jasa. Jakarta: Salemba Empat
Moleong, Lexy J. (2012). Metodologi penelitian kualitatif. Bandung: PT. Remaja Rosdakarya
Nindia, Nisa (2008) Pengaruh Dimensi Pelayanan Prima Terhadap Kepuasan Pelanggan Pada Unit Pelayanan PT. Telkom TBK Kandatel Sumatera Barat. Jurnal Ekonomi Universitas Andalas, Diaksesd dari http://repository.unand.ac.id/14215/ pada 10 Oktober 2014
Rozi, F. (2012). Pengaruh Pelayanan Prima Terhadap Kepuasan Anggota (Studi Pada Koperasi Wanita Serba Usaha " Setia Budi Wanitaâ€, Jawa Timur). Jurnal Ekonomi Manajemen, Diakses dari http://lib.uin-malang.ac.id/?mod=th_detail&id=08510104 pada 6 Oktober 2014
Samuel, H. dan Foedjiawati. 2005, Pengaruh Kepuasan Konsumen Terhadap Kesetian Merek (Studi Kasus Restoran The Prime Steak & Ribs Surabaya). Jurnal Manajemen & Kewirausahaan, Vol. 7,No. 1, Maret 2005: 74-82
Semiawan, C.R. (2010). Metode Penelitian Kualitatif. Edisi Revisi. Jakarta: Grasindo
Authors whose manuscript is published will approve the following provisions:
The right to publication of all journal material published on the JPAPÂ website is held by the editorial board with the author's knowledge (moral rights remain the property of the author).
The formal legal provisions for access to digital articles of this electronic journal are subject to the terms of the Creative Commons Attribution-ShareAlike (CC BY-SA) license, which means Jurnal Persona reserves the right to store, modify the format, administer in database, maintain and publish articles without requesting permission from the Author as long as it keeps the Author's name as the owner of Copyright.
Printed and electronic published manuscripts are open access for educational, research and library purposes. In addition to these objectives, the editorial board shall not be liable for violations of copyright law.
