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"Museum Bahari merupakan salah satu Unit Pelaksana Teknis (UPT) Dinas Kebudayaan dan Permuseuman Pemerintah Propinsi DKI Jakarta.Bangunan gedung yang digunakannya merupakan bangunan bekas gudang rempah-rempah VOC yang dibangun pada abed 17. Berdasarkan Undang-Undang Nomor 5 Tahun 1992 tentang Cagar Budaya dan Keputusan Gubernur KDKI Jakarta Nomor 475 tentang Penetapan Bangunan Bersejarah di DKI Jakarta, gedung bekas gudang VOC tersebut termasuk cagar budaya yang dilindungi. Untuk menjaga kelestarian dan mempertahankan nilai-nilai sejarah maka bagunan tersebut dimanfaatkan sebagai museum.Sejalan dengan perkembangan masyarakat, perhatian masyarakat terhadap museum semakin meningkat. Museum tidak hanya dipandang sebagai tempat untuk menyimpan benda-benda bersejarah, tetapi lebih pada peran dan fungsinya sebagai lembaga kultural edukatif, dan sebagai obyek wisata sejarah dan budaya. Oleh karena itu museum harus dikelola secara professional agar menarik minat kunjung masyarakat dan dapat dijadikan sumber pendapatan daerah melalui pungutan retribusi.Sampai saat ini Museum Bahari masih terkesan sepi pengunjung, rata-rata jumlah pengunjung setiap bulan kurang lebih 1000 orang. Sebagian besar pengunjung adalah rombongan pelajar dan mahasiswa yang dikoordinir oleh sekolah. Pengunjung perorangan dewasa sebagian besar adalah wisatawan mancanegara, sedangkan masyarakat domestik, khususnya warga ibukota masih sedikit jumlahnya.Untuk mengetahui sejauhmana tingkat kepuasan pengunjung dan faktor-faktor yang mempengaruhinya, maka dilakukan penelitian terhadap 100 orang pengunjung dengan instrumen kuesioner. Dasar teori yang digunakan adalah analisis kualitas pelayanan Service Quality (Servqual) dari Zeithaml, Berry dan Parasuraman, dimana kualitas pelayanan terdiri dari 5 dimensi yaitu: Tangible, Reliability, Responsiveness, Assurance, dan Emphaty. Masing-masing dimensi diturunkan menjadi 5 indikator variabel dalam kuesioner. Jawaban tipe Likert skala 5 tingkat berdasarkan kontinum sangat baik-tidak baik, dan kontinum sangat penting-tidak penting.Pengolahan data menggunakan alat bantu SPSS Versi 12 for Windows, meliputi : uji reliabilitas dan validitas, menghitung tingkat kepuasan, tingkat kesesuaian, serta analisis faktor.Setelah dilakukan pengolahan dan analisis data maka terdapat 20 indikator variabel valid. Kualitas pelayanan (Q) merupakan selisih antara persepsi (P) dan harapan (E), yang berarti Q merupakan nilai kesenjangan (gap). Melalui analisis Q, diperoleh nilai rata-rata dan nilai tengah adalah negatif, berarti kualitas pelayanan masih rendah. Kepuasan pengunjung terjadi jika nilai Q = 0 atau Q >0. Berdasarkan analisis persentase tingkat kepuasan maupun analisis tingkat kesesuaian dengan Imporfance-Performane Analysis nilai tertinggi mencapai 83% yang berarti belum memuaskan. Tidak ada satupun indikator variabel mencapai 100% yang berarti kualitas pelayanan benar-benar belum dapat memuaskan pengunjung.Setelah diketahui tingkat kesesuaian kepentingan dan kinerja, maka untuk mengetahui variabel prioritas dilakukan pemetaan ke dalam Diagram Kartesius. Variabel yang berada di kuadran A (prioritas utama) terdapat 7, kuadran B (yang sudah baik, perlu dipertahankan) 6 variabel, kuadran C (prioritas rendah) 5 variabel, dan kuadran D (dianggap berlebihan) 2 variabel. Variabel yang terdapat di kuadran A merupakan skala prioritas untuk ditingkatkan kualitasnya, sedangka kuadran B harus dipertahankan.Disamping itu dilakukan pia analisis faktor, untuk menentukan faktor prioritas berdasarkan pengelompokan variabel. Setelah dilakukan analisis faktor maka dari 5 dimensi pelayanan dapat disederhanakan menjadi 3 faktor yaitu bukti fisik (physical evidence), orang/karyawan (people) dan proses (process). Dari analisis tersebut diketahui bahwa faktor proses merupakan faktor terpenting, kemudian faktor orang dan bukti fisik.Dan Diagram Kartesius dan analisis faktor dapat dijadikan bahan acuan dalam meningkatkan kualitas pelayanannya. Berdasarkan analisis prioritas dan analisis faktor, ditemukan 13 variabel yang menjadi prioritas, secara berurutan dan yang terpenting yaitu : (1) Kelengkapan koleksi yang dipamerkan, (2) Ketepatan jam buka bagi pengunjung, (3) Kemampuan memberikan informasi, (4) Pelayanan yang cepat, tidak berbelit-belit, (5) Kebenaran informasi yang diberikan, (6) Rasa aman selama kunjungan di museum, (7) Kemampuan pemandu (guide), (8) Keterampilan karyawan dalam memberikan pelayanan, (9) Penyesuaian waktu kunjungan sesuai kebutuhan pengunjung, (10) Tata pamer (tata letak, tata cahaya, estetika), (11) Kebersihan dan kenyamanan ruangan, (12) Keramahan dan kesopanan karyawan, serta (13) Kemudahan perijinan khusus.Dari hasil temuan penelitian tersebut, untuk meningkatkan kualitas pelayanan dalam upaya meningkatkan kepuasan pengunjung Museum Bahari, disarankan (1) perlu dilakukan pembenahan internal organisasi untuk meningkatkan kualitas pelayanan melalui proses layanan dan kualitas sumberdaya manusia, (2) pengelolaan museum sebaiknya berorientasi pada kepentingan dan kepuasan pengunjung agar museum dapat menjadi lembaga pendidikan yang rekreatif dan obyek wisata yang diminati masyarakat, (3) Untuk pengembangan museum jangka panjang, perlu dijalin kerjasama kemitraan dengan pihak lain baik pemerintah maupun swasta.

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Analysis Of Service Quality With Maritime Museum Jakarta Maritime Museum Jakarta is one of Technical Operation Units (UPT) of Museum and Culture Service, Jakarta Capital City Administration. The museum has located a former VOC's spice warehouse old building established in 17th century. Based on Regulation No. 5 11992 on Cultural Heritage and the Decree of Governor of Jakarta Capital City Administration No. 475/1993 on Determining Historical Building in Jakarta, the former VOC's building has stated as one of protected cultural heritage buildings. In order to immortalize and to maintain historical value, the building has been applied as a Maritime Museum.

As development of society, people attention to museum has been increasing recently. Museum has not only seen as a place to keep historical inheritances, but also it has more importance role and function as a cultural educative institution, and historical and cultural tourism object. Thus, museum must be managed professionally in order to attract visitors as well as a source of local government income through ticket sales.

Until recently, visitors to Maritime Museum are about 1000 people every month, majority of them are school and university students who come on groups. Single visitors mostly dominated by foreign tourists, while domestic tourists around Jakarta are in small number.

The study attempted to describe level of visitors satisfaction and factors influenced on 100 respondents with close ended questionnaires, applied Service Quality (Servqual) as adopted from Zeithaml, Berry and Parasuraman. The Service Quality attributes were used to measure the quality of services consist of five dimensions as follows: Tangible, Reliability, Responsiveness,'Assurance, and Empathy.

The five dimensions, then, were generated into 5 variable indicator in questionnaires, and 5 scales Likert type were asked to cross a value ranging from continuum very good- not good, and very important - not important.

Data analysis applied software SPSS Version 12 for Windows to analysis : reliability and validity test, measure level of satisfaction, conformity level, and factor analysis. From data analysis was obtained 20 valid variable indicators.

Quality of service (Q) measurement was calculated using the difference between perception (P) and Expectation (E), in which Q was discrepancy (gap) score. Q analysis obtained a negative mean score, this means that the Quality Of Service is still low. Satisfaction was met if Q score= 0 or QUO. Based on the analysis, percentage level of satisfaction and conformity level analysis with Importance - Performance Analysis indicated that the highest was 83 %, this means the quality of service was less satisfied.

Factors influenced members satisfaction showed by Kartesius Diagram indicate that variables in quadrant A (main priority) contains 7 variables, in quadrant B (performance to maintain) with 6 variables, quadrant C (low priority) contains 5 variable, and quadrant D (excessive) contains 2 variables. Variable in quadrant A (main priority) were priority scale to improve quality, while variables in quadrant B indicate priority to maintain.

Factor analysis resulted from principal component factor analysis and subsequent varimax rotations indicated 3 factors extracted from five dimensions of service quality. The three factor rank order and labels are physical evidence, people and process. According to these factor, process was the most importance factor, followed by people factor and physical evidence.

Findings of the study provide reference to improve service quality. Based upon priority analysis and factor analysis has found 13 priority, rank order from the most important variables, as follows: (1) completeness of collection exhibited, (2) on time service hours, (3) ability to give information, (4). Simple, prompt service. (5) truth information provided. (6) feel of secure (7) guide competence, (8) personnel skills, (9) service hours flexibility based on visitors need, (10) layout, lighting, aesthetic (11) cleanliness and enjoyable rooms, (12) hospitality and politeness of personnel, (13) easy in special permit.

Based on the study suggestion are made to incorporate lessons learned into future Maritime Museum service quality, in which (1) Management should fix internal organization to improve service quality through service process and empower human resources, (2) orientation of museum management should be optimally based on visitors important and satisfaction in order that museum will be able to be an institution of educational recreation and attractive tourism destination. (3) in long term museum development in the future, museum management endorse involvement of government and private in concept of public private partnership."

"Persepsi masyarakat terhadap museum pada saat ini cenderung negatif, maka untuk menjaga keberadaannya museum perlu untuk mengetahui dan menyesuaikan diri dengan apa yang sebenarnya diinginkan masyarakat dari museum. Dalam penelitian ini, peneliti memiliki tujuan untuk mengetahui bagaimana persepsi pengunjung mengenai service delivery di Museum Bank Indonesia. Responden dalam penelitian ini adalah pengunjung Museum Bank Indonesia yang berusia minimal 17 tahun, dengan jumlah sampel sebanyak 100 responden. Penelitian ini memberikan gambaran mengenai service delivery yang ada pada Museum Bank Indonesia berdasarkan persepsi pengunjungnya, dimana mayoritas responden menilai bahwa service delivery yang ada di Museum Bank Indonesia ada dalam kategori baik, hal ini tertlihat dari 28 indikator yang terdapat dalam penelitian ini, 15 indikator ada dalam kategori baik dan 6 indikator ada dalam kategori sangat baik dan sisanya 7 indikator ada dalam kategori cukup.

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The perception of people to museum at this time is tends to negative, then to keep existence of museum, museum need to know and to conform to what is actually people want of the museum. In this research, researchers have a purpose to see how the perception of visitors regarding service delivery in Museum Bank Indonesia. The respondents in this research are Museum Bank Indonesia visitors who are at least 17 years old, with a total sample of 100 respondents. This research give an idea of service delivery at Museum Bank Indonesia based on their visitors perception, where most of the respondents assumed that service delivery in Museum Bank Indonesia was in the category of good it is visible from 28 an indicator that contained in this research, there are 15 indicators in the category of good and 6 indicators there was in the category of excellent and 7 indicators there was in the category of enough."

"Penelitian ini bertujuan untuk mengetahui Kualitas Pelayanan kepada Nasabah Bank BTN khususnya Bank BTN Bekasi. Selain itu, penelitian ini difokuskan pada analisis Kualitas Pelayanan Bank BTN kepada konsumen dengan tujuan untuk mengidentifikasi dimensi kualitas pelayanan yang paling kuat memberikan kepuasan pada nasabahnya. Sampling dalam penelitian ini adalah nasabah-nasabah Bank BTN Bekasi baik nasabah simpanan dana maupun nasabah kredit. Bank BTN merupakan salah satu Bank milik pemerintah yang dikenal orang sebagai Bank penyalur kredit perumahan. Namun disisi lain, produk-produk simpanan Bank BTN juga menyajikan berbagai promo dan layanan yang bersaing dengan bank lain. Bank BTN Bekasi merupakan salah satu cabang terbesar yang dimiliki Bank BTN dengan asset ketiga terbesar diantara cabang yang lainnya. Penelitian ini mengambil sampling Bank BTN Bekasi dan melibatkan 100 orang nasabah sebagai subyek penelitian yang diambil secara random. Data hasil persepsi dan harapan dari para nasabah dikumpulkan melalui kuisioner. Selanjutnya, data yang diperoleh dianalisis dengan menggunakan analisis model SERVQUAL dan dimensi model CARTER yang digagas oleh Othman. Adapun pengukuran Kualitas Pelayanan menggunakan dimensi: Compliance, Assurance, Responsiveness, Tangible, emphaty, dan Reliability. Gap (kesenjangan) yang terjadi dianalisis berdasarkan perceived expected dan perceived experience responden terhadap kualitas pelayanan Bank BTN Bekasi.

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This study aims to determine the Quality of Service to the Customer in particular BTN BTN Bekasi. In addition, this study focused on the analysis of service quality BTN to consumers with the goal of identifying the dimensions of service quality are the most powerful to give satisfaction to the customers. Sampling in this study were clients of Bank BTN Bekasi both customers and customer deposits with credit. BTN is a government-owned bank known as the Bank's housing loan portfolio. On the other hand, savings products BTN also provides various promos and services that compete with other banks. Bekasi BTN is one of the largest branches of Bank BTN owned the third-largest by assets among other branches. This study took a sampling of Bank BTN Bekasi and involves 100 customers as test subjects taken at random. Data resulting from the perception and expectations of the customers collected through a questionnaire. Furthermore, the data were analyzed by using the SERVQUAL model analysis and model dimensions CARTER initiated by Othman. The measurement of service quality using the dimensions: Compliance, Assurance, Responsiveness, Tangible, empathy, and Reliability. Gap (gap) that occur are analyzed based on perceived expected and perceived service quality experience of respondents to BTN Bekasi."

"Bisnis jasa khususnya perbankan dewasa ini semakin dihadapkan kepada kenyataan bahwa persaingan kian berkembang, semakin tajam dan dengan kondisi yang semakin menantang mendorong timbulnya kesadaran akan pentingnya kualitas pelayanan. Strategi bersaing telah bergeser dan sellers market ke buyers market. Oleh karena itu, untuk memenangkan persaingan di pasar, orientasi pelayanan diwujudkan agar dapat menciptakan kepuasan konsumen melalui penyampaian produk atau jasa yang berkualitas.Untuk mengetahui tingkat kepuasan konsumen jasa giro terhadap pelayanan, dilakukan penelitian pada PT. Bank Inter Pacific Tbk.. Untuk itu telah disebarkan kuesioner dan pengujian kualitas pelayanan denganmenggunakan metode service quaky dilanjutkan dengan important performace analisis. Kuesioner disebarkan ke seluruh nasabah jasa giro yang berhasil dihimpun dan dipertahankan PT. Bank Inter Pacific Tbk. hingga akhir Desember 2000 sejumlah 68 nasabah. Hasilnya dapat disimpulkan bahwa secara keseluruhan pelayanan PT. Bank Inter Pacific Tbk. telah memberikan kepuasan kepada responden tetapi dari sisi kepentingannya bagi responden terdapat pelayanan yang dianggap pelaksanannya terlalu berlebihan, pelayanan ini adalah kecepatan petugas dalam rnemberikan pelayanan. Berdasarkan kesimpulan tersebut, disarankan bila ternyata kemampuan perusahaan memberikan pelayanan yang cepat ini memerlukan biaya yang tidak sepadan dengan pendapatan yang diperoleh maka sebaiknya perusahan menurunkan tempo kecepatan pelayanan yang dirnilikinya."

"ABSTRACTOne of the eflicacy keys especially in maintaining bank managementeffort is how to reach customers satisfaction. While one basic factors influencing customer satisfaction is the service quality given by a bank to their customers. The main goal of this research is to know the level of customer satisfaction based on the service given by PT. Bank DKI through case study from PT. Bank DKI at Tanjung Priok Branch. In this research the service for customer is restricted at the credit servicefor the working capital given by PT. Bank DKI at Tanjung Priok Branch thatconsist of : marketing department , credit administration and customer service.This research uses survey type with the descriptive methode and thequantitative approach that are proposedly occurence data and existing theory. Dataof research obtaining from primary data through questioners that spread out to thecustomers and also secondary data from books, literature, magazine and internaldata of bank. While data processing use descriptif non parametric especiallystatistic trough frequency distribution andmodus as a means ofthe analysis.Implementation of research through 20 items of questioners that assumeddeputizing tive dimensions of the bank service quality which are reliability,responsiveness, assurance, emphaty and tangible. In order to obtain depiction ofcustomer satisfaction level is based on bank services, then the answer of thequestioner will be quantification by using likert scale. In the order side to mapbetween the level of service and performance concerning to importance of serviceis using cartesius diagram.The result of research depict that the service quality that customeraccepted trough 20 questioners as formulation from 5 services quality dimensiondetermined that the modus of assessment scale is between 1 up to 5.In general, It is seen ?dom each quality of dimension service the level ofservices in PT. Bank DKI, Tanjimg Piiolc Branch consist of reliability, responsiveness, assurance, emphaty, and tangible that based on the customers response are good.Beside that, according to the mapping that has been conducted, there are difference among customers? perception for the level of performance of service compared to the expectation of customers or mount customers' importance. The range of these level from the biggest one are responsiveness, reliability, assurance, emphaty, tangible. The difference existence reflected that there are still gap which must be covered by management in order to gain the service for the customers as they ask for.Based on that assessment level and the mapping, PT. Bank DKI must defend the existing service throughout emphasized the effort to maintain the ability and profesionalism to serve the customer by mean of improving the service quality that still less satistied by customers."