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"Balai Latihan Kesenian (BLK) mempunyai tugas melaksanakan pelatihan kesenian dan evaluasi pelatihan kesenian serta penyediaan fasilitas pelatihan kesenian. Dalam melaksanakan tugasnya dilengkapi sumber daya manusia dan sarana prasarana. Tetapi dalam melaksanakan program kegiatannya, dirasakan fungsi pelayanan yang diberikan oleh BLK kepada masyarakat sebagai pengguna jasanya kurang optimal. Untuk itu dirasakan perlu untuk melihat tingkat kepuasan pengguna jasa terhadap kualitas layanan yang diberikan BLK dilihat dari dimensi Tangibles, Reliability, Responsiveness, Assurance dan Empathy, dan faktor-faktor apa saja yang mempengaruhi kualitas pelayanan tersebut.Kualitas diukur atas dasar kinerja pelayanan dan harapan dari pengguna jasa layanan di BLK. Kinerja diukur dari persepsi pengguna jasa layanan di BLK mengenai layanan yang telah diterima, sedangkan harapan diukur dari aggapan pengguna jasa layanan di BLK tentang idealnya suatu pelayanan. Tingkat kepuasan pengguna jasa diukur berdasarkan mean skor dari 110 orang responden, dengan menggunakan model pengukuran kualitas jasa SERVQUAL yang terdiri dari dimesi Tangibles, Reliability, Responsiveness, Assurance dan Empathy. Dimensi-dimensi itu kemudian dijabarkan menjadi 22 indikator variabel yang dijadikan dasar penyusunan peryataan-pemyataan yang terdapat dalam kuesioner. Dari data yang diperoleh dilakukan analisis validitas dan reliabilitas, analisis tingkat kepuasan, dan analisis faktor.Hasil penelitian menunjukan bahwa dari 22 indikator variabel yang digunakan seluruhnya dinyatakan valid dan reliabel untuk dianalisis lebih lanjut. Dari analisis tingkat kepuasan menunjukkan secara keseluruhan tidak ada satupun indikator variabel yang dapat memenuhi kepuasan pengguna jasa layanan di BLK. Didapat mean skor tingkat kepuasan tertinggi adalah indikator variabel Q7 (Pelatih dan staf rapih) sebesar -0.60, sedangkan skor terendah sebesar -2.05 untuk indikator variabel Q12 (Jumlah materi sesuai kebutuhan). Hasil analisis faktor terbentuk 5 faktor utama yang menjadi pertimbangan pengguna jasa layanan di BLK. Kelima faktor yang terbentuk dengan urutan persentase varian data masing-masing faktor adalah sebagai berikut : (1). Faktor Kemudahan mendapatkan pelayanan (39.429%); (2) Faktor Hubungan baik (11.316%); (3) Faktor Ketepatan dan kegunaan pelayanan (8.384%); (4) Faktor Keandalan dan profesionalisme (5.809); dan (5) Faktor Kenyataan fisik (4.861%).Berdasarkan hasil-hasil yang diperoleh dengan penelitian untuk meningkatkan semua faktor, dirasakan tidak bisa dilakukan sekaligus, penulis menyarankan, prioritas utama pada Faktor Kemudahan Mendapatkan Pelayanan karena pada faktor tersebut mempunyai nilai yang sangat besar (39,429%) dalam mempengaruhi persepsi kepuasan pengguna jasa terhadap kualitas layanan yang diberikan pihak BLK, dan dilihat dari tingkat kepuasan yang dirasakan oleh pengguna jasa BLK di Lima Wilayah Kotamadya juga rata-ratanya rendah.Daftar Pustaka : 38 buku, 2 tesis, 4 lain-lain (Tahun 1990 s.d. 2004)

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Artistry Practice Hall (BLK) have duty execute training of evaluation and artistry training of ready artistry and also facility training of artistry. In executing its duty equipped by human resource and of infrastructure. But in executing its activity program, felt by service function given by BLK to society as its service user less optimal. For that felt to need to know satisfaction level of service user to quality of given by service of BLK seen from dimension of Tangibles, Reliability, Responsiveness, Assurance and of Empathy, and factors any kind of influencing the quality of service.

Measured of quality on the basis of service performance and expectation of service user of service in BLK. Performance measured from perception of service user of service in BLK concerning services which have been accepted, while expectation measured from perception service user of service in BLK about ideally a service.

Satisfaction measured of service user measured pursuant to score mean from 110 responder people, by using model measurement of service quality of SERVQUAL which dimensions consist of Tangibles, Reliability, Responsiveness, Assurance and of Empathy. That Dimensions is then formulated to become 22 variable indicator taken as base compilation of argue which there are in questioner. Of obtained to be data to be conducted by validity and reliability analysis, analysis of satisfaction, and factor analysis.

Result of research of concluded that from 22 variable used indicator is entirely expressed valid and reliable to be analyzed furthermore. Than analysis of satisfaction show as a whole there no one variable indicator able to fulfill satisfaction of service user of service in BLK. Score mean got highest satisfaction variable indicator of Q7 (Coach and perfect staff) equal to - 0.60, while score of lowest equal to - 2.05 for the indicator of variable of Q12 (Amount of items according to requirement). Result of factor analysis formed by 5 primary factor becoming consideration of service user of service in BLK. Fifth of formed factor with sequence percentage of data variant of each of factor shall be as follows : (1). Amenity get service factor (39.429%); (2) Good Relation Factor (11.316%); (3) Accuracy and usefulness of service Factor (8.384%); (4) Reliability and professionalism Factor (5.809%); and i 5) Fact of physical Factor (4.861%).

Pursuant to pickings which obtained in this research, to increase all factor, felt cannot be conducted at the same time, writer suggest, especial priority at the Amenity get service factor because at the point have very big value (39.429%) in influencing perception of satisfaction of service user to quality of given by service side of BLK, and result from satisfaction level felt by service user of BLK in Five Region Municipality also flatten low him.

Bibliogaphy : 38 books, 2 thesis, 4 others (Year 1990 - 2004)"

"An Analysis on the Quality Service of The Management of the Multiple-floored Low-Priced Housings (Case Study of the Multiple-floored Low-priced Housing at the Karang Anyar Village, Sawah Besar Sub District, of Central Jakarta District, in the Province of the Jakarta Capital City)The village Karang Anyar is one of many slum areas found in the Central Jakarta District. But not categorized as illegal housings, since the area has been inhabited for decades and passed on trough some generations, furthermore in the land with once was set in fire that devastate all the housings on it, many of the people living there are already granted with Certificate for the land they occupied.The Development of the Multiple-floored Low-priced Housing provided by the Local Government of the Capital City of Jakarta is part of it's service to the public, in order to meet the need for homes for city inhabitants. It is expected that the management of the multiple-floored housings to provide good service quality for the satisfaction the occupants of the multiple-floored housings.Service represents the implementation of the policy with has been formulated by the policy maker in this case, The Capital City of Jakarta Housing Agency. The service quality referred to including facility service implementation at the Multiple-floored Low-priced Housings at the Karang Anyar village, from unsatisfied up to extremely unsatisfied.The above mentioned matter is due to the lack of personnel to undertake the task on the field as the Person In charge on the location, as will as the inadequate operational cost allocated for the maintenance of the Multiple-floored Low-priced housings, which is caused by the collected can not cover the operational cost need.This research is finding out whether there is correlation or gap between the inhabitant's perception and expectation on the service quality of Multiple-floored housings management as well as the level of quality service implementation which is provided by the management of the Karang Anyar's Multiple-floored Low-priced housings.This research is a descriptive analysis and a case study based, the analysis is performed quantitatively, which can describe clearly factors of the Multiple-floored housings services. The Quantitative analysis is used due to the inclusion of research variables which is aimed at resolving the existing current problem.In this research the respondents are taken from some of the inhabitants of the Multiple-floored Housings involving 150 family heads out of totally 360 family heads occupied the housings.The data collection method used in this research is the questionnaire method in the form of questions list addressed directly at the inhabitants of the Multiple-floored housing based o the accidental sampling technique for those taken as respondent in this research.This kind of Data collection technique is applied to collect main data which '?ill be used to evaluate/answer questions in this research, besides by using study case . Since the case study method has variations can be either simple or even' complex . This case study can be implemented in one or more places at the same time.The outcome of this research reveals description of gap between perceptions and expectations of the occupants against the level of service provided by the management of the Karang Anyar Multiple-floored Low-priced Housings. The highest gap level figure is earned at the reliability dimension measurement reading - 2.48 with satisfaction level scores 42 %. the inhabitants fail to be satisfied according to their expectations. While the occupants satisfaction level from all dimensions (tangible, reliability, responsiveness, assurance, and empathy) stand at 47 °/o with gap level of -2.21. therefore there is a gap between perception and expectation of the inhabitants of the Multiple-floored Low-priced housings of 53%. Therefore an improvement is obviously needed on all dimension of quality service, in order to meet the expectations of the inhabitants as the user of the service provided.Bibliography 60 books ( year 1973 - 2003 )"

"Analysis of Quality of Service in Co-Operation Officer Local Government (KPPD) Province DKI JakartaThis Background Research is with existence of elementary and important problems that is satisfaction of member (customers) to quality of given by service is organizer of Co-Operation Officer Local Government Employees (KPPD) Province DKI Jakarta because since standing year 1979 hitherto have never been known how in fact the condition of service executed by organizer/official member of co-operation.

Target of Researcher is researching that is: First, to know and analyze how far according between level importance of service elements according to member perception to quality of given by service is Co-Operation Officer Local Government (KPPD) Province DKI Jakarta with good service assumption meanly is. Second, wish to know service attribute map and profile according to dimension of quality of service at Diagram cartesius. Method data collecting by using data and questioner analyzed by descriptive qualitative quantitative and than is quantitative.

Research population is co-operation officer serving/manifestation from service. Responder population amount to 1000 member. While intake of sample done by wearing accidental sampling technique (coincidence), where researcher incidentally come in contact with a governmental officer of DKI Jakarta province becoming member and which have got money loan service from KPPD. Consideration Intake of sample by using accidental technique is limitation of time, responder have difficult and homogeneous characteristic of identification what is a Governmental employees of DKI Jakarta have become KPPD member or not yet and have got money loan service. Amount of sample determined by at least 4 or 5 times the amount of the amount of attributes which is used in research. Because research attribute counted 22 attributes hence amount of sample become 88 people. But to anticipate sample responder data deviation determined to amount to 100 people.

To analyze this research data is used by quantitative descriptive method and know level satisfaction [of] member to quality of service [in] KPPD Province DKI Jakarta, used by Importance-Performance Analysis, John A Martin John and C. James (Supranto J, 2001:239) or Analysis Level Have interest and Performance/satisfaction of Customers. For the value of level importance of member used by Likert scale (assessment weight 1-5) in series consist of Vital Importance Is, Important, Important Enough, Insignificant and Very Insignificant while value mount performance/execution is Very Satisfied Is, Satisfied, Enough Satisfy, Dissatisfy and Very Disgruntled.

Pursuant to analysis result of research by using Importance-Performance Analyze, John A Martin John and C. James. Mount According to Importance and Satisfaction of Member with average value according to 83,5% according to its value scale is satisfying to mean the quality of KPPD Province DKI Jakarta performance or service to member/customers assessed by goodness.

There are some matter which must be paid attention by Co-Operation DKI relate to importance of member which not yet earned to be fulfilled by Co-Operation DKI that is: ability of employees in giving service, technological usage in service (computerization), service office hours, attention by personal importunate things. This matter can overcome with mounting commitment all Co-Operation DKI element to serve and fulfill importance and expectation all its member.

Finding priority scale can be made by reference to increase the quality of Co-Operation DKI service, so that importance of member earn fulfilled so that can gratify Co-Operation DK1 member customer. This Matter can be gone through by improving communications among official member of Co-Operation DKI with its member, fulfilling member rights, fulfilling and giving the understanding of to member rights and obligations. If Co-Operation DKI member lick lips to the accepted service, hence will create high member loyalty to Co-Operation DKI, which is on finally Co-Operation DKI will grow and expand, caused by ground is profiting each other between Co-Operation DKI and the members.

(xiv + 125 page + 6 Chapter + 52 tables + 15 diagram + 5 enclosure)

BIBLIOGRAPHY: 41 book + 8 journal (1997 till 2003)"

"Penelitian ini membahas tentang kepuasan pengguna terhadap kualitas layanan yang diberikan oleh Kantor Kearsipan Universitas Indonesia. Tujuan dari penelitian ini adalah untuk mendeskripsikan pelayanan Kantor Kearsipan Universitas Indonesia dalam memenuhi harapan pengguna dan untuk mengetahui kepuasan pengguna terhadap pelayanan Kantor Kearsipan Universitas Indonesia sehingga dapat dilihat kualitas aplikasinya. pelayanan yang disediakan. Penelitian ini merupakan penelitian kuantitatif yang menggunakan kuesioner dan dianalisis berdasarkan metode Servqual yang meliputi lima dimensi yaitu bukti fisik, reliabilitas, daya tanggap, jaminan dan empati. Hasil penelitian menunjukkan bahwa Kantor Kearsipan telah menyediakan beberapa jenis layanan kearsipan untuk memenuhi kebutuhan para penggunanya. Namun pelayanan tersebut kurang maksimal sehingga masih belum memuaskan pengguna. Terlebih pada dimensi bukti fisik yang memiliki tingkat kepuasan paling rendah dari empat dimensi lainnya dengan skor total rata-rata (4,35). Kualitas pelayanan Kantor Kearsipan Universitas Indonesia juga kurang baik. Hal ini dikarenakan masih adanya gap yang tinggi antara persepsi pengguna dengan ekspektasi terhadap layanan sehingga menghasilkan skor negatif. Hasil penelitian ini menyarankan agar kualitas pelayanan Kantor Kearsipan perlu ditingkatkan dan dimaksimalkan agar tingkat kepuasan pengguna dapat meningkat.

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This study discusses user satisfaction with the quality of services provided by the Archives Office of the University of Indonesia. The purpose of this study is to describe the services of the University of Indonesia Archives Office in meeting user expectations and to determine user satisfaction with the services of the University of Indonesia Archives Office so that the quality of the application can be seen. services provided. This research is a quantitative study that uses a questionnaire and is analyzed based on the Servqual method which includes five dimensions, namely physical evidence, reliability, responsiveness, assurance and empathy. The results showed that the Archive Office has provided several types of archiving services to meet the needs of its users. However, this service is not optimal so that it still does not satisfy users. Especially in the dimension of physical evidence which has the lowest level of satisfaction from the other four dimensions with an average total score (4.35). The service quality of the University of Indonesia's Archives Office is also not good. This is because there is still a high gap between user perceptions and expectations of services, resulting in a negative score. The results of this study suggest that the service quality of the archival office needs to be improved and maximized so that the level of user satisfaction can increase.

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"Pelayanan terhadap pengguna taksi mempakan urat nadi dalam industri pertaksian, karena di sinilah semuanya dipertamhkan_ Kualitas pelayanan yang baik dari perusahaan taksi mempakan faktor kunci sehingga tetap dipercaya oleh customer sebagai mitra transportasi. Kalau kita mengupas masalah pelayanan tak akan lepas dari front-liner sebagai ujung tombak yang bersentuhan langsung kepada konsumen, salah satunya pengemudi yang mampu memberikan sentuhan pelayanan keamanan dan kenyamanan yang excellence kepada customer tentunya hams didukung dengan armada taksi yang mampu memberikan kenyamanan selama perjalanan.Penelitian ini bertujuan untuk mengetahui faktor apa saja yang dapat mempengaruhi quality, complaint dan alternative service quality pengguna taksi sebelum memutuskan untuk heralih ke kompetitor ataupun substitutor ketika harapan pengguna taksi tidak terpenuhi Oleh karena itu, peneliti memilih tempat yang ramai didatangi taksi, Misalnya di pangkalan Bandara Soekamo Hatta, Mall Ambasador dan Perkantoran di berbagai wilayah Jakarta. Sebagai indikator Penulis melakukan pengumpulan data, selanjutnya dianalisis menggunakan SPSS 15.0.Hasii penelitian ini membuktikan bahwa intention to switch pengguna taksi dipengaruhi oleh quality, complaint dan alternative service quality. Dan quality berpengamh secara negatif terhadap complaint, alternative service quality dan intention to switch. Sedangkan complaint hanya berpengatuh positif terhadap intention to switch. Complaint tidak beapengaruh terhadap alternative service quality, karena pada saat komplain pengguna taksi langsung ke intention to switch. Aternative .service quality berpengaruh secara positif terhadap intention to switch.Hasil dari penelitian ini menunjukkan bahwa alternative .service quality metupakan mediator parsia] dad pengaruh quality dan complaint terhadap intention to switch. Pada saat pengguna taksi tidak mendapatkan kualitas yang diharapkan, maka pengguna taksi tersebut memiliki 2 pilihan. Pilihan pertarna adalah altemative service quality dan pilihan keduanya tzdalah intention to switch. Sedangkan pada saat pengguna taksi complaint, maka pengguna taksi tersebut tidak perlu ke alternative service quality dulu melainkan langsung ke intention to switch.

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The discussion about taxi is always related with the taxi 's compargi itself also what services they offer for passenger. And to achieve top service quality for the company is when a high standard services of driver, as well as good maintenance of the car reach customers expectations.

The purpose of this research is to acknowledge every aspects that ejecting quality, complaint and alternative service quality of passenger before they move to both competitor and substitor when expectation isn't reached This research also taken in public area with busy taxi trajfic; Soekarno Hatta Airport, Mall Ambasador, and most o_0?ice building in Jakarta. The data from this research also analyzed with SPSS 15, 0.

The result of this research show that intention to switch from passenger are affected by quality, complaint and alternative service quality. Quality is ejecting negatively to complaint, alternative service quality and intention to switch. Complaint has positive impact to intention to switch, but not alternative service quality, because when complaint occur, then it comes also with intention to switch. Alternative service quality has positive' impact with intention to switch.

The result also show that alternative service quality is become mediator partial from the impact of quality and complaint for intention to switch. When expectation isn?t reached! then passenger comes with 2(two) choices. First is alternative service quality and second is intention to switch. And when complaint occur, than passenger will go straight to intention to switch without alternative service quality."

"Salah satu cara yang dilakukan oleh Pemerintah Kotamadya Jakarta Pusat untuk meningkatkan kualitas pelayanan publik adalah dengan membentuk Unit Pelayanan Masyarakat Terpadu. Tujuan dibentuknya Unit Pelayanan Masyarakat Terpadu adalah agar proses pelayanan lebih cepat, tepat dan murah, karena masyarakat tidak perlu ke beberapa tempat untuk memproses suatu jenis layanan. Akan tetapi karena masyarakat mempunyai penilaian yang berbeda terhadap kualitas pelayanan yang diterimanya, sehingga ada masyarakat pengguna jasa yang puas dan tidak puas. Berdasarkan latar belakang tersebut penelitian ini bertujuan, pertama untuk mengetahui bagaimana kualitas layanan Unit Pelayanan Masyarakat Terpadu, kedua untuk mengetahui faktor apa yang menjadi pertimbangan pengguna jasa dalam mempersepsikam kualitas layanan dan ketiga untuk menentukan urutan prioritas faktor yang menjadi pertimbangan pengguna jasa dalam mempersepsikan kualitas layanan.Pengukuran tingkat kualitas layanan menggunakan Konsep Gaps Model Of Service Quality, khususnya customer gap (gap 5) yang dikembangkan oleh Valarie A. Zeithaml, Parasuraman A. Tingkat kualitas layanan didapat dari selisih penilaian pengguna jasa atas pelayanan yang dibetikan dengan harapan yang menjadi keinginan pengguna jasa. Pengukuran tingkat kualitas layanan menggunakan 5 dimensi kualitas jasa yang terdiri dari: Tampilan Fisik (Tangible), Daya Tanggap (Responsiveness), Keandalan (Reliability), Jaminan (Assurance) dan Empati (Emphaty).Dilihat dari tingkat penjelasannya jenis penelitian ini adalah deskriptif dan jika dilihat dari jenis data yang digunakan memakai pendekatan kuatitatif, dengan menggunakan kuesioner yang terdiri dari 20 pertanyaan dan pengukuran jawaban menggunakan skala likert. Populasi dalam penelitian ini adalah masyarakat yang mengurus atau meminta informasi mengenai sesuatu jenis layanan di Unit Pelayanan Masyarakat Terpadu. Jumlah sampel ditetapkan sebesar 150 dengan teknik pengambilan secara aksidental. Analisis yang pertama dilakukan pengukuran tingkat kualitas layanan, dilanjutkan dengan analisis uji beda nilai rata-rata kualitas layanan yang dilakukan terhadap kelompok unit layanan yang sibuk dan kurang juga terhadap pengguna jasa yang memberikan uang extra dan yang tidak memberikan uang extra. Selanjutnya dilakukan teknik analisis faktor untuk mengetahui faktor-faktor yang dipertimbangkan pengguna jasa dalam mempersepsikan kualitas Iayanan serta bagaimana urutan prioritas faktor tersebut.Hasil penelitian menunjukan nilai rata-rata tingkat kualitas layanan menurut dimensi tangible sebesar -1.0336, Reliability sebesar -1.4253, Responsiveness sebesar -1.2984, Assurance sebesar -1.2517 dan Empathy sebesar - 1.2244. Dan hasil uji beda, ternyata tidak ada indikator variabel yang mempunyai signifikansi perbedaan nilai rata-rata kualitas layanan antara kelompok unit layanan yang sibuk dengan kelompok unit layanan yang kurang sibuk. Dari hasil uji beda nilai rata-rata kualitas layanan antara pengguna jasa yang memberikan uang extra dengan pengguna jasa yang tidak memberikan uang extra ternyata ada 9 indikator variabel yang berbeda secara signifikansi. Dari hasil analisis faktor, ternyata terbentuk 3 faktor baru berikut urutan prioritasnya yaitu faktor 1, dijelaskan oleh variabel yang berasal dari dimensi responsiveness dan empathy dengan total variance explained 47.448%, faktor 2 dijelaskan oleh variabel yang berasal dari dimensi reliability dan assurance dengan total variance explained 7.468% dan faktor bukti fisik, seluruhnya dijelaskan oleh variabel yang berasal dari dimensi tangible dengan total variance explained 5.695%.Dari hasil analisis diatas tidak satupun nilai rata-rata kualitas layanan yang bertanda positif. Hal ini berarti rata-rata responden memberikan penilaian bahwa pelayanan yang diberikan unit pelayanan masyarakat terpadu belum memenuhi harapan pengguna jasa ( belum memuaskan ). Hasil analisis faktor terbentuk 3 faktor baru yang merupakan faktor yang dipertimbangkan oleh responden dalam mempersepsikan kualitas layanan pada Unit Pelayanan Masyarakat Terpadu Kotamdya Jakarta Pusat yaitu faktor 1 yang merepresentasikan faktor manusia, faktor 2 yang merepresentasikan faktor kehandalan dan faktor 3 yang merepresentasikan faktor bukti fisik.Atas dasar kesimpulan diatas, diberikan beberapa saran seperti : perlunya peningkatan kualitas Sumber Daya Manusia khususnya pegawai yang bertugas diloket Unit Pelayanan Masyarakat Terpadu, perlu adanya peningkatan kehandalan dalam memberikan pelayanan dan perlu adanya peningkatan dari sisi faktor bukti fisik seperti papan petunjuk pelayanan, penampilan petugas layanan dan sebagainya."

"PT PLN (Persero) (PLN) diamanatkan pemerintah untuk memberikan pelayanan terbaik kepada pelanggan dan masyarakat. Untuk mewujudkan amanat pemerintah tersebut, PLN membangun sebuah kanal pelayanan maya berupa contact center yang disebut PLN 123 sebagai pintu utama pelayanan pelanggan. Namun pada kenyataannya pelayanan yang diberikan oleh PLN 123 tidak seperti yang diharapkan. Banyak keluhan-keluhan yang disampaikan pelanggan dan masyarakat atas pelayanan yang diberikan PLN 123 melalui berbagai media. Karena itu perlu dilakukan evaluasi pada kepuasan pelanggan dan masyarakat terhadap pelayanan PLN 123 serta peranan teknologi informasi dan komunikasi di PLN 123 karena contact center tidak dapat dipisahkan dari peranan teknologi informasi dan komunikasi. Untuk mengukur kualitas pelayanan PLN 123, metodologi yang digunakan adalah SERVQUAL yang mengukur melalui lima dimensi yaitu tangible, empathy, reliability, responsiveness, dan assurance. Sedangkan COPC CSP standard 5.1 digunakan untuk mengukur dan menganalisis pengelolaan PLN 123 secara holistik melalui empat kategori, yaitu kategori 1.0 Leadership and Planning, kategori 2.0 Process, kategori 3.0 People, dan kategori 4.0 Performance. Rekomendasi dapat dihasilkan dari penilaian COPC CSP standard 5.1 termasuk didalamnya mengarahkan peran teknologi informasi untuk mencapai kepuasan pelanggan pada layanan PLN 123.

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PT PLN (Persero) (PLN) mandated by government to serves its customers and society in the best way. As the answer of the duty, PLN built customer service channel named PLN 123 as primary gateway of PLN’s services. In the fact, there are many complaint addressed to PLN 123’s services. Facing this condition, evaluate customers satisfaction of the services is a must. Because of contact center industry has a tight relationship with IT, evaluate IT role in PLN 123 is also necessary. PLN 123’s service quality is assessed by SERVQUAL which assessing in five dimensions; they are tangible, empathy, reliability, responsiveness, and assurance. COPC CSP standard 5.1 is used to assess PLN 123’s operation and governance in four categories: 1.0 Leadership and Planning, 2.0 Process, 3.0 People, and 4.0 Performance. The result of COPC CSP standard 5.1 can be used to create recommendations to improve the operation and governance of PLN 123, and also to evaluate role of IT in PLN 123 as the backbone in contact center to achieve customer satisfaction."

"Transportasi adalah wadah yang vital dalam menunjang kegiatan-kegiatan yang berhubungan dengan sosial ekonomi dan pembangunan daerah. Sistem transportasi yang baik akan memudahkan masyarakat dan sumber daya lainnya untuk melakukan mobilitas. Stasiun Manggarai menempati posisi tersibuk di antara stasiun-stasiun yang termasuk dalam jaringan kereta komuter Jabodetabek. Stasiun Manggarai sebagai salah satu stasiun tersibuk yang ada di Jabodetabek perlu untuk memberikan kualitas layanan terhadap penggunanya setiap hari. Penelitian ini bertujuan untuk menganalisis kualitas layanan Stasiun Manggarai sebagai Rute Transit KRL Jabodetabek dari Sisi Pengguna. Dalam melakukan analisis kualitas layanan pada penelitian ini menggunakan Transit Capacity and Quality of Service Manual Third Edition (2013) yang terdiri dari 2 dimensi, yaitu Availability (keterediaan) & Comfort and Convenience (Keamanan dan Kenyamanan) yang terdiri dari 11 subdimensi yang menjadi turunan kedua dimensi tersebut. Penelitian ini menggunakan pendekatan kuantitatif dengan metode analisis data campuran yang dilakukan melalui penyebaran kuesioner terhadap 112 responden dengan kriteria yang telah ditentukan dan wawancara mendalam. Hasil penelitian menunjukkan bahwa Kualitas Layanan Stasiun Manggarai berada dalam kategori memadai. Berdasarkan hasil penelitian, ada beberapa aspek yang perlu untuk diperbaiki dalam kualitas layanan Stasiun Manggarai.

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Transportation is a vital means of supporting activities related to socio-economics and regional development. A good transportation system will make it easier for people and other resources to carry out mobility. Manggarai Station occupies the busiest position among the stations included in the Jabodetabek commuter train network. Manggarai Station, as one of the busiest stations in Jabodetabek, needs to provide quality service to its users every day. This research aims to analyze the service quality of Manggarai Station as a KRL Jabodetabek Transit Route from the User's Perspective. In analyzing service quality in this research, we used the Transit Capacity and Quality of Service Manual Third Edition (2013) which consists of 2 dimensions, namely Availability & Comfort and Convenience which consists of 11 subdimensions which supports those 2 dimensions. This research uses a quantitative approach with mixed data analysis methods carried out by distributing questionnaires to 112 respondents with predetermined criteria and in-depth interviews. The research results show that Manggarai Station Service Quality is in the adequate category. Based on the research results, there are several aspects that need to be improved in the service quality of Manggarai Station."

"Penelitian Penerapan SNI 19-17025-2000 Sebagai Upaya Peningkatan Kualitas Layanan UPT Laboratorium Lingkungan BPLHD Provinsi DKl Jakarta dilakukan sejak bulan Agustus sampai dengan Oktober 2004. Penektian ini merupakan penelitian deskriptif dengan menggunakan kombinasi data kualitatif dan kuantitatif yang digunakan bersamaan untuk saling melengkapi gambaran hasil studi mengenai fenomena yang diteliti.Tujuan dari penelitian ini adalah untuk mengetahui penerapan Sistem Manajemen Mutu SNI 19-17025-2000, untuk mengetahui pemahaman pegawai dan persepsi manfaat penerapan SNI 19-17025-2000, untuk mengetahui tingkat kesesuaian layanan yang diberikan UPT Laboratorium Lingkungan BPLHD Provinsi DKI Jakarta, untuk mengetahui faktor-faktor yang paling mempengaruhi kepuasan pelanggan UPT Laboratorium Lingkungan BPLHD Provinsi DKI Jakarta, serta untuk menetapkan implementasi kebijakan untuk perbaikan dan peningkatan kualitas layanan UPT Laboratorium Lingkungan BPLHD Provinsi DKI Jakarta. Evaluasi penerapan sistem manajemen mutu berdasarkan pada hasil audit eksternal dan audit internal yang pernah dilakukan dan observasi peneliti. Pengukuran pemahaman dan persepsi manfaat penerapan SNI 19-17025-2000 dilakukan pada 24 responden pegawai UPT Laboratorium Lingkungan BPLHD Provinsi DKI Jakarta yang pemah mengikuti pelatihan pemahaman SNI 19-17025-2000 dan yang terlibat di dalam sistem mutu laboratorium, diolah dengan menggunakan perhitungan persentase (%) yang dijabarkan dalam bentuk Label frekuensi. Tingkat kesesuaian layanan diukur atas dasar kinerja laboratorium dan harapan pelanggan menurut 100 responden pelanggan laboratorium yang diambilsecara aksidental, diukur berdasarkan dimensi professionalism & skill, attitudes behavior, accessibility & flexibility, reliability & trustworthiness, recovery dan reputation & credibility dan diolah menggunakan importance -performance analysis Sedangkan unluk uji reliabilitas dan validitas serta analisis faktor diolah dengar. bantuan program SPSS versi 11.5 for Windows.Hasil evaluasi penerapan SNI 19-17025-2000 menyatakan bahwa UPT Laboratorium Lingkungan BPLHD Provinsi DKIJakarta belum dapat menjalankan: sistem manajemen mutu laboratorium dengan baik, disebabkan karena sangat tergantungnya kegiatan sistem mutu terhadap anggaran yang diterima, kurangnya motivasi dan partisipasi dan seluruh pegawai dan Iemahnya komitmen terhadap kebijakan dan tujuan mutu yang telah ditetapkan. Dari hasil analisis pemahaman pegawai mengenai SNI 19-17025-2000, menggambarkan bahwa pegawai UPT Laboratorium Lingkungan BPLHD Provinsi DKI Jakarta belum sepenuhnya memahami pedoman SNI 19-17025-2000. Ini digambarkan dari 15 indikator pertanyaan hanya 1 indikator pertanyaan yang dapat dijawab dengan benar oleh ke dua puluh empat responder.Dari hasil analisis persepsi manfaat penerapan SNI 19-17025-2000, memperlihatkan bahwa pegawai UPT Laboratorium Lingkungar BPLHD Provinsi DKI Jakarta mempunyai persepsi yang positif terhadap penerapa-SNI 19-17025-2000. Hal ini tercermin dari penilaian responden berdasarkafrekuensi terbesar yang menyatakan penerapan SN1 19 17025-2000 bermanfaat: bagi pegawai dan sangat bermanfaat bagi laboratorium. Dari hasil analisis tingkat kesesuaian layanan yang diberikan UPT Laboratorium Lingkungan BPLHD Provias DKI Jakarta menyatakan indikator ketepatan waktu dalam menyelesaikan pekeryaar mempunyai tingkat kesesuaian terendah, sedangkan indikator pelayanan yang sopan dan ramah mempunyai tingkat kesesuaian yang tertinggi.Dari hasil analtsis faktor tingkat kepuasan pelanggan yang dilakukan pada 20 indikator variabel menghasilkan 3 faktor utama yang menjadi pertimbangan pelanggan dalam menilai kualitas Iayanan UPT Laboratorium Lingkungan BPLHD Provinsi DKI Jakarta yatu - Faktor Kualitas dan Keandalan, Faktor Memahami Pelanggan, Faktor Profesionalisme Layanan. Implementasi kebijakan peningkatan layanan laboratorium dapat dilakukan dengan mempertimbangkan basil kualitas layanan dan hasil analisis faktor. Dari hasil tersebut, beberapa hal disarankan dalam rangka meningkatkan pelayanan di UPT. Laboratorium Lingkungan BPLHD Provinsi DKI Jakarta, yaitu : perlu dilakukan program perbaikan kualitas agar sistem manajemen mutu yang telah ditetapkan dapat dijalankan dengan konsisten, dan UPT Laboratorium Lingkungan BPLHD Provinsi DKI Jakarta agar Iebih memperhatikan dan memahami keinginan pelanggan yang membutuhkan pelayanan laboratorium dengan memperbaiki dan meningkatkan kualitas kinerja layanan.

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An investigation on the application of SNI 19-17025-2000 as a quality improvement effort of The Environment Laboratory's Technical Service Unit (UPT) of BPLHD in DKI Jakarta province was done from August to October 2004. This is a descriptive research using combined data of both qualitative and quantitative ones that were simultaneously employed to complement the research finding profile each other concerning the phenomena investigated.

The objective of this investigation have been (1) to discover the application of quality management system of SNI 19-17025-2000,(2) to find out the understanding and perception on the part of BPLHD staff members over the advantage of SNI 19-17025-2000,(3) to see the level of conformance of service provided by BPLHD Jakarta Province's Technical Service Unit of the Environment Laboratory, (4) to identify the factor influencing the satisfaction of BPLHD environment laboratory customer and (5) to definite policy implementing of improving and increasing its service performance. An evaluation of the application of quality management system was carried out on the basis of both external and internal audit results and an observation by the investigator. A measuring job was executed on 24 respondents consisting of the laboratory staff members, all of whom had taken an SNI 19-17025-2000 training and was involved in the laboratory quality system, as to find out their understanding and perception over the SNI 19-17025-2000; the measuring result was presented in term of percentage (%) and displayed in frequency tables. Quality service was measured based on the laboratory performance and expectation level of 100 customer respondents taken accidentally was measured on the basis of professionalism & skill, attitudes & behavior, accessibility & flexibility, reliability & trustworthiness, recovery and reputation & credibility dimensions and this measurement was processed using an importance-performance analysis. To test the reliability and validity and analysis factor, the SPSS version program 11.5 for Windows was used.

The evaluation result of SNI 19-17025-2000 application showed that this environment laboratory's technical service unit had not done the laboratory quality management system appropriately due to its dependence on the received budget to implement quality system, the low motivation and participation of the whole staff and the low commitment to the quality orientation and policy that had been stipulated. The result analysis of the staffs understanding over SN1 19-17025-2000; indicated that the staff did not have a thorough understanding about this SNI. Of 15 question indicators, only one was correctly answered by the 24 respondents.

The perception analysis regarding the benefit of SNI application showed that the laboratory staff had a positive perception toward the SNI application. This positive perception was displayed by their judgment as shown by the majority who stated that the application of SNI 19-17025-2000 was very advantageous the laboratory and beneficial to its staff. From quality dimension, it was obvious that this laboratory under BPLHD Jakarta Province had not been able to meet the customers satisfaction. Among the 20 variable indicators investigated none of the laboratory performance met or exceeded the customers satisfaction. The indicator of job completion punctuality showed the lowest level of satisfaction; whereas the indicator of politeness on the part of the staff indicated the highest level of satisfaction.

From the analysis result pertaining to the customers satisfaction with 20 variable indicators, three factors were mainly considered by the customers to assess the service quality of this laboratory : quality and reliability factor, perceiving customer factor and professionalism factor in delivering service. Policy implementation of improving and increasing its service performance could apply by considering the result of service quality and factor analysis. Based on these research findings a recommendation should be made as to enhance the service provided by the technical service unit (UPT) of The Environment Laboratory of BPLHD DKI Jakarta Province : first, a quality improvement program should be implemented in order to carry out consistently the quality management system that has been stipulated already. Second, this laboratory should pay more attention to the customers' expectation over this laboratory service and therefore understand them better by improving and increasing its service performance."

"Kualitas layanan dalam bidang pendidikan merupakan kebutuhan utama bagi seluruh pelaku dalam bidang pendidikan di Indonesia. Universitas Indonesia adalah salah satu Universitas terbaik negeri yang terus meningkatkan segala macam bentuk pelayanannya dalam berbagai bidang, terutama bidang layanan pendidikan. Salah satu layanan yang dikelola oleh Universitas Indonesia adalah Layanan Legalisasi Dokumen Akademik. Penelitian ini dilakukan dengan menggunakan pendekatan kuantitatif yang bersifat eksplanatif untuk mengetahui bagaimana kepuasan Alumni tentang Kualitas Layanan Legalisasi Dokumen Akademik Universitas Indonesia. Pengumpulan data dilakukan dengan menggunakan metode survei melalui kuesioner. Populasi penelitian ini adalah seluruh Alumni Universitas Indonesia yang telah merasakan layanan legalisasi dokumen akademik pada Direktorat Pendidikan Universitas Indonesia. Hasil dari analisis penelitian ini membuktikan bahwa Alumni Universitas Indonesia tidak puas dengan Kualitas Layanan Legalisasi Dokumen Akademik yang telah dikelola oleh Universitas Indonesia.

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Quality services in the field of education is a major need for all actors in the field of education. Universitas Indonesia is one of the best public university that continues to improve all forms of service in all areas and especially educational services. One service that is managed by the University of Indonesia is the Academic Document Legalization Services. This research was conducted using a quantitative approach that is explanatory to know about how satisfaction Alumni Academic Quality Document Legalization Services University of Indonesia. The data was collected through a questionnaire survey method.

The study population was all Alumni of the University of Indonesia, which has the feel of an academic document legalization services at the Directorate of Education, University of Indonesia. The results of this study demonstrate that the analysis Alumni Universitas Indonesia not satisfied with the Academic Quality Document Legalization Services that have been managed by the University of Indonesia."