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"Masyarakat di sekitar Jakarta membutuhkan alat transportasi untuk mobilitas saat berangkat maupun pulang beraktivitas. Alternatif alat transportasi yang dapat memenuhi kebutuhan transportasi masyarakat adalah kereta api. PT Kereta Api Commuter Line Jabodetabek merupakan badan penyelenggara tunggal jasa angkutan kereta api di wilayah Jabodetabek perlu meningkatkan kualitas layanannya sebagai wujud pelayanan publik. Tujuan penulisan tesis ini adalah mengetahui persepsi dan harapan pengguna jasa PT Kereta Api Commuter Line Jabodetabek dari dimensi bukti fisik, reliabilitas, daya tanggap, jaminan kepastian dan empati dengan menggunakan metode servqual. Berdasarkan hasil penelitian disimpulkan bahwa kualitas pelayanan jasa Kereta Api Commuter Line Jabodetabek belum memenuhi harapan pengguna jasa sehingga perlu perbaikan pelayanan pada kelima dimensi terutama pada dimensi daya tanggap. Prioritas kebijakan yang perlu dilaksanakan yaitu penambahan frekuensi pemberangkatan kereta, ketepatan jadwal perjalanan serta perbaikan sikap petugas dalam melayani pengguna jasa agar lebih responsif terhadap keluhan, permasalahan pengguna jasa dan kemudahan dalam memperoleh informasi apabila terjadi gangguan dalam pemberangkatan kereta.

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People around Jakarta require transportation for mobility. Alternative transportation that can meet the needs of public transportation is train. PT Jabodetabek Railway Commuter as a single administrator`s railway services in Jabodetabek area needs to improve its service quality as a form of public service.

The aims of this research are to determine the consumers perceptions and expectations of Jabodetabek Railway Commuter Line`s services by dimensions of tangibality, reliability, responsiveness, assurance and empathy, using servqual method.

Based on the results of the study, we conclude that the services quality of Jabodetabek Railway Commuter Line has not met the consumer`s expectations so that it needs to improve the services on the five dimensions, especially in the dimension of responsiveness. Policy priorities that need to be implemented such as increase frequencies of train departure, improved accuracy of trip schedules,enhance officer attitudes to be more responsive to consumers complaints, and ease of obtaining information in case of an interruption in the train departure."

"[Penelitian ini menganalisa kualitas pelayanan Kereta Api (KA) Matarmajadengan memperbandingkan persepsi penilaian pengguna KA Matarmaja dari 5 dimensi Servqual yakni Bukti langsung (Tangibles), Kehandalan (Reliability), Daya Tanggap (Responsiveness), Jaminan (Assurance), empati (Empathy) dan kinerja internal KA Matarmaja. Tujuan dari penelitian ini adalah mengukur sejauh mana kualitas pelayanan KA Matarmaja jurusan Pasar Senen-Kota Malang PP dalam memberikan pelayanan transportasi dari sisi pelanggan dan pencapaian sesuaidengan kinerja internal. Sampel penelitian dilakukan pada 100 penumpang KA Matarmaja yang berangkat dari Stasiuan Pasar Senen dalam kurun waktu Oktober-November 2014. Hasilnya menunjukkan, persepsi masyarakat terhadap pelayanan KA Matarmaja masih belum memuaskan, sedangkan kinerja internal menyebutkan sudah baikdan memuaskan. Namun demikian ada beberapa hal yang harus diperbaiki utamanya mengenai ketepatan jadwal dan peningkatan kualitas petugas;This research analyze the service quality of Matarmaja train by comparing the user perception KA Matarmaja from 5 Servqual dimensions such as Tangibles, Reliability ,Responsiveness, Assurance, and Empathy with Matarmaja train internal performance. The purpose of this research is to measure the service quality of Matarmaja train for Pasar Senen -Kota Malang service route in giving the transportation sevice from the side of customers and internal performance achievement. The research sampling is done by giving questionnaire to 100 passengers of Matarmaja train on October - November 2014. The result shows that people's perception on Matarmaja train service is still not satisfying, where as for the internal performance has already good and satisfying. Although there are some things should be fixed, primarily for the punctuality and officer's quality increasing., This research analyze the service quality of Matarmaja train by comparingthe user perception KA Matarmaja from 5 Servqual dimensions such as Tangibles,Reliability ,Responsiveness, Assurance, and Empathy with Matarmaja traininternal performance.The purpose of this research is to measure the service quality ofMatarmaja train for Pasar Senen -Kota Malang service route in giving thetransportation sevice from the side of customers and internal performanceachievement.The research sampling is done by giving questionnaire to 100 passengersof Matarmaja train on October - November 2014. The result shows that people'sperception on Matarmaja train service is still not satisfying, where as for theinternal performance has already good and satisfying. Although there are somethings should be fixed, primarily for the punctuality and officer's qualityincreasing.]"

"Nowadays, the airlines bussiness in indonesia has growth rapidly. Many airlines company emerge, nor charter or schedule make the competition even stronger. Every company try to give better service to each it?s customer. The high demand of transportation within society continually make each airline to escalate the quality of service that resulted satisfaction of it?s customer. The quality service of an airlines company costitute simoulteus activity between ground service and inflight service. Inflight service hold the major role in creating consumer perceive towards quality service in generally.

PT Indonesia Air Transport, Tbk, are many company that contribute in fulfilling the high demand of indonesian air transportation. With it?s background as charter flight company, therefore Indonesia Airt Transport (IAT) always undertake to increase it?s quality service, nor in safety or service. In this research, the inflight service proces that been given by Indonesia Air Transport will be discussed further more, the purpose of the research is to know the satisfactionary perception of its costumer towards inflight service given by Indonesia Air Transport (IAT).

In this research, the perception, measured based on SERVQUAL dimension (tangible, reliability, responsiveness, empathy, and assurance) based on the theory expand by Pasuraman, Zeithamal, and Berry, by using frekuent distribution and SPSS 16.00 tools.

From the result of this research, know that the majority of responden or flight passanger tend to give better perception towards inflight service given by IAT. From all the research dimension can be conclude that the average of response of each responden indicate the satisfaction behaviour. This result can be input for IAT, in the the near future Indonesia Air Transport can give mote attention and increase the quality service toward it?s consumen by taking care the safety aspect or service."

"Salah satu kriteria konsumen dalam memilih jasa asuransi berdasarkan kualitas pelayanan. Untuk itu tingkat persepsi tentang kualitas pelayanan tidak dapat dinilai berdasarkan sudut pandang perusahan tetapi harus dipandang dari sudut pandang penilaian pelanggan. Ketatnya daya saing dengan perusahaan sejenis baik lokal maupun asing semakin memicu kecenderungan konsumen untuk lebih selektif dalam memilih jasa Asuransi Marine Cargo. Penelitian ini dibuat, untuk mengetahui tingkat kualitas pelayanan yang diberikan oleh perusahaan, sehingga perusahaan dapat menyusun strategi pemasaran yang tepat sehingga dapat memenangkan persaingan yang semakin global.Pokok permasalahan yang dijadikan fokus penelitian pada tesis ini adalah :1. Bagaimana peta persepsi pelanggan terhadap kualitas pelayanan jasa Asuransi Marine Cargo ? Pengangkutan Ekspor Impor ditinjau dari dimensi reliability, responsiveness, assuransce, empathy dan tangible ?2. Bagaimana peta posisi masing-masing dimensi reliability, responsiveness, assuransce, empathy dan tangible menurut tingkat kepentingan ( harapan penerima layanan ) dan kinerja yang telah dicapai ?3. Apakah terdapat kesenjangan ( gap ) antara harapan penerima layanan terhadap kelima dimensi kualitas pelayanan ? Penelitian ini di fokuskan pada bagaimana kualitas pelayanan perusahaan dilihat dari dimensi reliability, responsiveness, assurance, empathy dan tangible. Dari hasil analisis dan pembahasan yang mengacu pada konsep Servis Quality yang masih relevan dalam penelitian ini dan bertitik tolak dari analisis persepsi konsumen jasa asuransi marine cargo ? pengangkutan ekspor impor PT. Asuransi.Jasa Indonesia Kantor Cabang X dapat disimpulkan sebagai berikut :1. Bahwa penilaian lebih dari separuh pelanggan terhadap kualitas pelayanan dipersepsikan setidaknya sudah baik sementara selebihnya mempersepsikan masih belum baik. Dari 5 dimensi kualitas pelayanan yaitu reliability, responsiveness, assurance, empathy dan tangible, terlihat persepsi pelanggan terhadap dimensi responsiveness dan assurance memperoleh nilai tertinggi sementara dimensi empathy dipersepsikan paling rendah. Pada aspek ini sikap empathy yang diberikan karyawan kepada pelanggan sejauh ini masih dirasakan kurang. Apabila hal tersebut tidak segera ditindaklanjuti maka pelanggan dapat mengalihkan pilihannya kepada perusahaan asuransi lain.2. Hal-hal yang perlu ditingkatkan terhadap kualitas pelayanan berdasarkan analisis Diagram Kartesius ada pada beberapa kuadran dengan perincian sbb : ? Kuadran A. Adapun atribut yang ada dalam Kuadran A yaitu Proses Penyelesaian Klaim dan Jam Pelayanan tidak kaku. ? Kuadran B. Atribut-atribut yang termasuk kuadran ini yaitu Memberikan solusi bila timbul masalah, Luas Jaminan cukup kompetitif, Proses Pelaporan dan Persiapan Dokumen Klaim yang tidak berbelit, Pelayanan Cepat, Informasi atas terms & conditions jelas, Rasa aman bertransaksi, Sikap dan Perilaku Karyawan Meyakinkan, Jaminan atas Pembayaran Klaim dan Jaringan Perusahaan Luas. ? Kuadran C. Atribut-atribut yang termasuk kuadran ini yaitu Pelayanan Tepat Waktu, Jangka Waktu Penerbitan Polis, Pengurusan Dokumen Klaim Cepat, Memberikan Solusi Alternatif, Penanganan Klaim Cepat, Memberlakukan Sebagai Individu, Mengerti Kebutuhan Secara Rinci, Menginformasikan apabila ada perluasan jaminan, Menginformasikan perkembangan proses penyelesaian klaim, Fasilitas fisik terlihat menarik dan Papan petunjuk informatif. ? Adapun pada Kuadran D ,atribut-atribut yang termasuk dalam kuadran ini yaitu Ramah dan sepenuh hati dan Lokasi mudah dijangkau.3. Terdapat tingkat kesenjangan ( gap ) 5 yang terjadi pada Kantor Cabang x. Sesuai dengan perhitungan skor Servqual terlihat hasil yang negatif maka dapat disimpulkan terdapat kesenjangan ( gap ) yang terjadi antara persepsi pelanggan ( pernyataan ) dan harapan pelanggan. Hal tersebut ditegaskan dengan uji T Test dimana dihasilkan nilai t hitung lebih besar dari t maka terdapat perbedaan rata-rata pada persepsi pelanggan terhadap kualitas pelayanan dan menegaskan bahwa terdapat kesenjangan antara persepsi pelanggan dengan harapan terhadap kualitas pelayanan.

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One of the consumer?s criteria to Consumer decide the insurance services is because of quality of service. Therefore, the perception level for quality of service can not be seen from company perspective but has to be seen from customer perspective. The tightness of the competition with same type of either local or foreign company more and more triggering the consumer?s tendency to be more selective in choosing the Marine Cargo Insurance Services. The research was made to investigate the grade of quality of services which performed by the company, so as the company able to build the appropriate marketing strategy to win the global competition.The fundamental of the problem that being focused in this thesis is:1. What is the customer?s perspective map against the quality of the service of Marine Cargo Insurance ? Export Import Transportation observed from reliability, responsiveness, assurance, empathy and tangible dimension?2. What is the map of each position of reliability, responsiveness, assurance, empathy and tangible dimension according to the importance lelvel (expectation of service recipient) and performance that has been reach?3. Does it have a gap between the expectation of the recipient against the fift dimension of quality of service The research will be focused on how the quality of service of the company foreseen from reliability, responsiveness, assurance, empathy, and tangible dimension. From the result of the analysis and study that refer to the concept of Service Quality which still relevant in the research and derived from the perception analysis of consumer of Marine Cargo Insurance Service ? Export Import Transportation.PT. Asuransi Jasa Indonesia Branch X can be summarized as follow:1. That the assessment of more than half customer against quality of service is at least well-perceptized while the rest is still not good. From five dimension of the quality of services which is reliability, responsiveness, assurance, empathy, and tangible, perception of the customer for responsiveness dimension has gain the highest value while empahty?s dimension has gain the lowest value. In this aspect, the empathy given by employee to the customer so far still being felt less enough. If that issue is not soon followed up then the customer can move their choice to other insurance company.2. Issues that needs to be improved against quality of service based on the analysis of Cartesian Diagram is exist on few quadrants with details as follow: ? Quadrant A. The attribute which is in the quadrant is Claim Settlement Process and Non-Stiff Service Duration ? Quadrant B. Attributes which is in this quadrant is Giving solution when the problem arise, Broadness level of guarantee is competitive enough, Clear Document Claim Preparation and Reporting Process, Fast Service, Clear Information on Terms & Conditions, Transaction Safety Feeling, Good Employee?s Attitude and Behaviour, Broad Guarantee of Claim Settlement and Company?s Network ? Quadrant C. Attributes which is in this quadrant is On-Time Service, Duration of Polis Publishing, Fast Claim Document Management, Giving Alternative Solution, Fast Claim Settlement, Treat as Individual Person, Understand Detail Demand, Inform when there?s a extention of guarantee, Inform the progress of claim settlement process, Interesting Physical Fasility and Informative instruction board. ? Quadrant D. Attributes which is in this quadrant is User Friendly and Location is easier to reach.3. There?s a five (5) gap level that happens on Branch X. According the the score calculation of ServQual, there?s a negative result, therefore, it can be summarized that there?s a gap between customer?s perception (reality) and customer?s expectation. This issue is affirmed by T-Test Experiment where result on t calculation value is bigger than t, therefore it has a average difference on customer perception against quality of service and affirming that there?s a gap between customer?s perception with expectation against quality of service."

"Penelitian ini membahas mengenai Kualitas Pelayanan Light Rail Transit di Provinsi DKI Jakarta. Kualitas pelayanan transportasi penting karena di dalam regulasi mengenai standar pelayanan untuk transportasi publik sudah diatur di Indonesia. Penelitian ini bertujuan untuk menganalisis bagaimana kualitas pelayanan Light Rail Transit di Provinsi DKI Jakarta melalui kepuasan penggunanya. Pembahasan penelitian ini menggunakan teori kualitas pelayanan yang terdiri dari enam dimensi, yaitu tangible, reliability, responsiveness, insurance, empathy, dan comfort. Pendekatan penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data berupa survei dan wawancara mendalam. Setelah penelitian dilakukan dengan menggunakan 120 sampel, hasil penelitian menunjukkan terdapatnya kesenjangan antara kualitas pelayanan yang diberikan dengan yang diharapkan oleh pengguna. Kesenjangan ini menunjukkan bahwa harapan pengguna ke enam dimensi lebih tinggi dibandingkan dengan kenyataan yang diterima di lapangan. Semakin kecil nilai kesenjangannya, maka dapat dikatakan pelayanannya semakin baik. Berdasarkan hasil penelitian, dimensi yang memiliki gap terendah yaitu reliability dengan skor -0.09 sedangkan dimensi yang memiliki gap tertinggi yaitu dimensi comfort dengan skor -0,17. Hasil dari penelitian menyarankan bahwa pelayanan Light Rail Transit di Provinsi DKI Jakarta perlu ditingkatkan dari segi ketersediaan kursi tunggu, kemampuan petugas, serta keamanan dan kenyamanan saat berada di dalam stasiun maupun dalam gerbong kereta guna memberikan pelayanan maksimal kepada pengguna.

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This research discussed the quality of Light Rail Transit Jakarta. Light Rail Transit Jakarta is one of the latest kind of public transportation in DKI Jakarta. The quality of transportation services is important because regulations regarding service standards for public transportation have been regulated in Indonesia. This research aims to analysis the public service quality of LRT Jakarta through a measurement of the satisfaction of it’s users. The measurement is conducted through quantitative approach using the theory of quality of public transportation that was modified from quality of service which has dimensions, tangible, reliability, responsiveness, insurance, empathy, and comfort. This research utilizes data from survey and depth interview to measure the public service quality of LRT Jakarta. After research conducted using 120 samples, the results of this study are based on the indicators used as research instruments indicate that the quality of Light Rail Transit Jakarta is good. Based on the research, the dimension that has the lowest gap is reliability with score -0.09, while the dimension with the highest gap is comfort dimension with score -0.17. Based on the translation and research that has been done, the result shows that the quality of quality of LRT Jakarta counts as quite fair. The result suggest that services of the LRT Jakarta should be improve in many ways, such us availability of waiting seats, ability of the officer, security and also comfortness while at the station or in the train to provide maximum services for the passenger."

"Tesis ini membahas persepsi pasien terhadap kualitas pelayanan dan kepuasan sebagai strategi dalam meningkatkan peran Rumah Sakit Gigi dan Mulut Fakultas Kedokteran Gigi Universitas Padjadjaran Bandung. Dengan adanya kunjungan pasien yang terus meningkat dari tahun 2003 sampai 2008, RSGM UNPAD memiliki tantangan untuk mempertahankan dan bahkan meningkatkan kinerjanya. Penelitian ini adalah penelitian kuantitatif dengan desain potong lintang. Analisis univariat (Deskriptif), bivariat ( Tes T Independen dan korelasi pearson) dan multivariat (regresi logistik) menggunakan SPSS 16.0 menunjukan hasil persepsi pasien paling baik terhadap kualitas pelayanan adalah empathy (7,24). Hubungan signifikan diperlihatkan empathy dengan kepuasan pasien. Analisis regresi logistik menunjukan empathy memberikan pengaruh yang paling kuat untuk kepuasan pasien.

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This thesis explained patient`s perception on the service quality and patient`s satisfaction as a strategy in increasing the role of RSGM dentistry faculty ? Padjadjaran University - Bandung. With the increase in patient?s visit from 2003 to 2008, RSGM UNPAD had another challenge to maintain and improve its performance. This is a quantitative research with a cross sectional design. Univariate (descriptive), bivariate (t-test independent and pearson`s correlation) and multivariate (logistic regression) analysis was conducted using statistical program SPSS 16.0, and the result showed that the best patient`s perception to the quality of service was empathy (7.24). Significant relation shown between empathy and patient`s satisfaction. Logistic regression analysis showed empathy had been the most important influence for patient`s satisfaction."