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Lembaga Penelitian Pengabdian Masyarakat Universitas Nusa Mandiri
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ANALISIS KEPUASAN PELAYANAN MUTASI PEGAWAI MENGGUNAKAN METODE FUZZY SERVICE QUALITY (SERVQUAL)
Keywords:
Sistem Informasi, Fuzzy Service Quality, Servqual, Analisis Kepuasan
Abstract
Mutation is a change of position the post, a place or employment inside an organization or company that can occur over my own request or request of the company. But there were several problems in the service of mutation employees placement of them is the position of civil servants is in accordance with capacity so that may affect employee motivation work and also the effectiveness of our performance on the company. The purpose of this research is to find satisfaction service employees whether a mutation is according to competence of employees. Methods used in this research is fuzzy service quality (servqual). The results of the analysis method servqual consisting of 52 variables with 5 dimensions that the variable that need undergoing repair namely empathy (emphaty), physical evidence (tangible) and dependability (reliability). The highest the gap shown in dimension sensibility (responsivess) namely 0,034 there is a positive influence and the lowest gap shown in dimension dependability (reliability) namely -0,054 is the negative to the quality of services and satisfaction employees to mutation service employees.
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References
Djati, S. P., & Khusaini, M. K. M. (2004). KAJIAN TERHADAP KEPUASAN KOMPENSASI, KOMITMEN ORGANISASI, DAN PRESTASI KERJA. Jurnal Manajemen Dan Kewirausahaan, 5(1),
Harto, B., Jurusan, D., Informasi, S., Tinggi, S., Informatika, M., & Komputer, D. (2015). ANALISIS TINGKAT KEPUASAN PELANGGAN DENGAN PENDEKATAN FUZZY SERVQUAL DALAM UPAYA PENINGKATAN KUALITAS PELAYANAN (Studi Kasus Di Bengkel Resmi BAJAJ Padang), 3(1).
Indrayuni, Elly. (2017). Laporan Akhir Penelitian. Jakarta: STMIK Nusa Mandiri
Surya, U., Program, M. K., Magister, S., Universitas, M., Sultan, I., & Semarang, A. (2016). PERAN KNOWLEDGE SHARING DALAM MEPERKUAT PENGARUH KOMPETENSI DAN ROTASI KERJA UNTUK MENINGKATKAN KINERJA SDM (Studi pada Dinas Koperasi dan UMKM Provinsi Jawa Tengah). In SEMNAS FEKON (pp. 263–269). Jakarta:
YOSSA, S., & . Z. (2013). ANALISIS PENGARUH KEMAMPUAN KARYAWAN, PEMBAGIAN TUGAS, DAN MOTIVASI TERHADAP KINERJA KARYAWAN PADA PT. PELABUHAN INDONESIA II (PERSERO) CABANG PALEMBANG. JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA, 11(4), 263–286.
Harto, B., Jurusan, D., Informasi, S., Tinggi, S., Informatika, M., & Komputer, D. (2015). ANALISIS TINGKAT KEPUASAN PELANGGAN DENGAN PENDEKATAN FUZZY SERVQUAL DALAM UPAYA PENINGKATAN KUALITAS PELAYANAN (Studi Kasus Di Bengkel Resmi BAJAJ Padang), 3(1).
Indrayuni, Elly. (2017). Laporan Akhir Penelitian. Jakarta: STMIK Nusa Mandiri
Surya, U., Program, M. K., Magister, S., Universitas, M., Sultan, I., & Semarang, A. (2016). PERAN KNOWLEDGE SHARING DALAM MEPERKUAT PENGARUH KOMPETENSI DAN ROTASI KERJA UNTUK MENINGKATKAN KINERJA SDM (Studi pada Dinas Koperasi dan UMKM Provinsi Jawa Tengah). In SEMNAS FEKON (pp. 263–269). Jakarta:
YOSSA, S., & . Z. (2013). ANALISIS PENGARUH KEMAMPUAN KARYAWAN, PEMBAGIAN TUGAS, DAN MOTIVASI TERHADAP KINERJA KARYAWAN PADA PT. PELABUHAN INDONESIA II (PERSERO) CABANG PALEMBANG. JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA, 11(4), 263–286.
Published
2017-09-15
How to Cite
Indrayuni, E. (2017). ANALISIS KEPUASAN PELAYANAN MUTASI PEGAWAI MENGGUNAKAN METODE FUZZY SERVICE QUALITY (SERVQUAL). Jurnal Pilar Nusa Mandiri, 13(2), 157-166. Retrieved from https://ejournal.nusamandiri.ac.id/index.php/pilar/article/view/232
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