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"Dewasa ini belum tersusun standar kualitas pelayanan minimal (yang Baku) di Dinas-divas Pemerintahan Daerah. Kenyataan ini memacu penelaahan peningkatan kinerja pelayanan instansi Pemerintah Daerah. Sampai dengan saat ini UPT Pusat Perkayuan dalam kegiatan pembinaan dan pelayanan kepada masyarakat belum dikombinasikan dengan mutu teknologi yang tepat, kesederhanaan birokrasi, kerapihan dokumentasi dan tenaga ahii yang terampil, sehinga dapat beroperasi secara optimal. Agar UPT Pusat Perkayuan dapat berhasil dalam mengemban tugas pokoknya dalam pembinaan dan pelayanan terhadap masyarakat, maka perlu diketahui persepsi pelanggan tentang kualitas pelayanan pada UPT Pusat Perkayuan Dinas Pertanian dan Kehutanan Propinsi DKI Jakarta yang diharapkan dapat mangantisipasi permasalahan-permasalahan dan aspek lainnya yang sesuai dengan perkembangan saat ini dan kondisi usaha perkayuan pada masa yang akan datang. Untuk mengukur kualitas pelayanan digunakan metode servqual (Zeithaml, 1990:175) berupa 22 pernyataan yang terdiri dari variabel-variabel : tangibility (wujud penampilan), reliability (kehandalan), responsiveness (daya tanggap), Assurance (keyakinan alas pelayanan), empathy (kepedulian). Pelayanan prima atau pelayanan berkualitas identik dengan service quality. Service quality dapat diketahui dengan cara membandingkan persepsi para pelanggan atas pelayanan yang nyata-nyata diterimaldiperoleh (perceived service) dengan pelayanan yang diharapkan (expected service). Dalam penelitian ini penghitungan tingkat kepuasan dilakukan dengan dua cara, yaitu Penghitungan tingkat kepuasan dengan menggunakan analisis gap dan Penghitungan tingkat kepuasan menggunakan persentase (%). Kesenjangan antara harapan dengan kenyataan, yang paling tinggi terdapat pada dimensi Assurance terutama pada pengetahuan (Knowledge) petugas layanan dan yang paling rendah adalah pada dimensi Tangible didukung oleh tingginya tingkat kepuasan antara fasilitas fisik dengan jenis layanan yang disampaikan. Agar tujuan UPT Pusat Perkayuan dapat tercapai, maka manajemen UPT Pusat Perkayuan disarankan agar segera meningkatkan kualitas sumber daya manusia secara terencana, bertahap dan berkesinambungan, pembenahan sumber daya manusia agar menghasilkan SDM yang berkualitas dan berdisiplin tinggi. Disarankan pula agar memperhatikan perkembangan teknologi terbaru, serta dilakukan perbaikan dan peremajaan mesin yang sudah tua/rusak dan disusun program pemeliharaan dan perawatan mesin secara berkala dan sistematis.

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Nowadays there is no standard of minimum service quality in the provincial government service offices. This fact accelerates study of service performance improvement in the provincial government institutions. Until now the Technical Implementation Unit of Logging Center in its extension programs and ifs service activities to the society have not yet combined with the accurate technological quality, simplicity of bureaucracy. well-documented tiles and skilled experts in order to be able to operate optimally. To succeed in implementing its main tasks, i.e. extension programs and public service provisions, the Technical Implementation Unit of Logging Center in Agriculture and Forestry Service Office in the Special Territory of the Capital City of Jakarta needs to know the customers' perceptions about its service quality. With this knowledge it is expected to be able to anticipate problems and other aspects in accordance with the progress and logging business conditions in the future. To measure the service quality the writer uses SERVQUAL method (Zeithmal, 1990:175) in a form of statements consisting of such variables as tangibility, reliability, responsiveness, assurance. emphaty. The service quality is identical with service excellence. The service quality can be identified by way of comparing customers' perception over perceived service and expected service. In this research the calculation of satisfactory level is conducted in two ways. that is. the calculation of satisfactory level using gap analysis and the calculation of satisfactory level using percentage. The highest score of the gap between expectation and reality is in assurance dimension especially in the knowledge of the service provider officials and the lowest one is in tangible dimension supported by high rates of satisfactory level between physical facilities and the types of services provided in order to accomplish the objective of the Technical Implementation Unit of Logging Center, it is suggested that the management should improve the human resources quality in a planned, gradual and continuous manner. In other words, the human resources development can create qualified and disciplined human resources. It is also recommended to keep up with the advancement of technology by repairing damage machines and replacing the old ones and designing maintenance mechanism periodically and systematically."

"Obyektif penelitian pada tesis ini adalah untuk membahas mengenai pengaruh dimensi service quality (Reliability, Assurance, Tangible, Empathy, dan Responsiveness) terhadap service loyalty pada perspective B2B dan meneliti 8 variable penelitian sebelumnya oleh Lemke et al. (2006) (Accesibility, Competence, Customer Recognition, Helpfulness, Personalization, Problem Solving, Promise Fulfillment,dan Value for Time) sebagai pembentuk customer experience pada perspective B2C. Customer Experience Management (CEM) adalah suatu framework untuk menjaga customer experience secara bertahap secara kreatif dan strategis (Bernd Schmitt, 2003). Dari penelitian terhadap responden pada perspektif B2B Castrol Bike Point didapatkan hasil bahwa dimensi service quality berpengaruh positif terhadap service loyalty. Pada perspektif B2C Castrol Bike Point didapatkan hasil kontribusi terbesar pembentukand dari customer experience adalah promise fulfillment dan value for time. Penelitian ini juga menunjukkan bahwa terdapat hubungan yang kuat antara service quality dan service loyalty serta customer experience konsumen. ......The research objective of this tesis are to highlight correlation between service quality (Reliability, Assurance, Tangible, Empathy, and Responsiveness) to service loyalty in perspective B2B and 8 variables that found by Lemke et al. (2006) (Accesibility, Competence, Customer Recognition, Helpfulness, Personalization, Problem Solving, Promise Fulfillment,and Value for Time) as formed customer experience in perspective B2C. Customer Experience Management (CEM) is a framework to built step by step of customer experience with creative strategies (Bernd Schmitt, 2003). From reseach concerning to respondent that in perspective B2B Castrol Bike Point had high correlation between service quality with service loyalty. In perspektif B2C Castrol Bike Point there are only 2 variables that very high correlation ( promise fulfillment and value for time). The research also shown that there is very strong correlation between service quality and service loyalty along with customer experience.;The research objective of this tesis are to highlight correlation between service quality (Reliability, Assurance, Tangible, Empathy, and Responsiveness) to service loyalty in perspective B2B and 8 variables that found by Lemke et al. (2006) (Accesibility, Competence, Customer Recognition, Helpfulness, Personalization, Problem Solving, Promise Fulfillment,and Value for Time) as formed customer experience in perspective B2C. Customer Experience Management (CEM) is a framework to built step by step of customer experience with creative strategies (Bernd Schmitt, 2003). From reseach concerning to respondent that in perspective B2B Castrol Bike Point had high correlation between service quality with service loyalty. In perspektif B2C Castrol Bike Point there are only 2 variables that very high correlation ( promise fulfillment and value for time). The research also shown that there is very strong correlation between service quality and service loyalty along with customer experience."