BibTex Citation Data :
@article{J.Gauss8073, author = {Dian Prameswara and Mustafid Mustafid and Alan Prahutama}, title = {METODE SERVQUAL-SIX SIGMA UNTUK PENINGKATAN KUALITAS PELAYANAN PUBLIK (Studi Kasus di Kantor Kecamatan Kedungbanteng, Purwokerto)}, journal = {Jurnal Gaussian}, volume = {3}, number = {4}, year = {2014}, keywords = {}, abstract = { Implementation public service is the fulfillment of civil rights that must be implemented by the government, so that its implementation must fit and be able to provide comfort and satisfaction for the society. Therefore, the performance of public services should be improved constantly and controlled so as to meet the needs of service users, because of the good and bad of a public service can be public benchmarks to assess the performance of the government. Measuring the quality of services is not as easy to measure the quality of the product, because the services are subjective. Therefore, the dimension of Servqual as a tool used to measure the performance of public services and Six Sigma to improve the performance of the public service. This study aims to apply the Servqual-Six Sigma methods with the aim to improve the performance of public services Kedungbanteng District Office. The results obtained in this study is that the dimensions of Servqual Six Sigma can be applied to improve the quality of public services.. As a whole, the results obtained indicate that the process of public service at the Kedungbanteng District Office not meet the standards of satisfaction targets 8. The process is based on the dimensions of Servqual is tangible, reliability, responsiveness, assurance, and empathy, respectively located in the sigma value 3,089; 3,102; 3,054; 3,195 and 3,219. This means, the number of mismatches that may arise from one million services performed for each dimension is respectively 5,61%; 5,46%; 6,01%; 4,5% and 4,28%. Keywords : Public service, Servqual, Six Sigma }, issn = {2339-2541}, pages = {625--634} doi = {10.14710/j.gauss.3.4.625-634}, url = {https://ejournal3.undip.ac.id/index.php/gaussian/article/view/8073} }
Refworks Citation Data :
Implementation public service is the fulfillment of civil rights that must be implemented by the government, so that its implementation must fit and be able to provide comfort and satisfaction for the society. Therefore, the performance of public services should be improved constantly and controlled so as to meet the needs of service users, because of the good and bad of a public service can be public benchmarks to assess the performance of the government. Measuring the quality of services is not as easy to measure the quality of the product, because the services are subjective. Therefore, the dimension of Servqual as a tool used to measure the performance of public services and Six Sigma to improve the performance of the public service. This study aims to apply the Servqual-Six Sigma methods with the aim to improve the performance of public services Kedungbanteng District Office. The results obtained in this study is that the dimensions of Servqual Six Sigma can be applied to improve the quality of public services.. As a whole, the results obtained indicate that the process of public service at the Kedungbanteng District Office not meet the standards of satisfaction targets 8. The process is based on the dimensions of Servqual is tangible, reliability, responsiveness, assurance, and empathy, respectively located in the sigma value 3,089; 3,102; 3,054; 3,195 and 3,219. This means, the number of mismatches that may arise from one million services performed for each dimension is respectively 5,61%; 5,46%; 6,01%; 4,5% and 4,28%.
Keywords: Public service, Servqual, Six Sigma
Article Metrics:
Last update:
The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright of the article shall be assigned to Media Statistika journal and Department of Statistics, Universitas Diponegoro as the publisher of the journal. Copyright encompasses the rights to reproduce and deliver the article in all form and media, including reprints, photographs, microfilms, and any other similar reproductions, as well as translations.
Jurnal Gaussian and Department of Statistics, Universitas Diponegoro and the Editors make every effort to ensure that no wrong or misleading data, opinions or statements be published in the journal. In any way, the contents of the articles and advertisements published in Jurnal Gaussian journal are the sole and exclusive responsibility of their respective authors and advertisers.
The Copyright Transfer Form can be downloaded here: [Copyright Transfer Form Jurnal Gaussian]. The copyright form should be signed originally and send to the Editorial Office in the form of original mail, scanned document or fax :
Dr. Rukun Santoso (Editor-in-Chief) Editorial Office of Jurnal GaussianDepartment of Statistics, Universitas DiponegoroJl. Prof. Soedarto, Kampus Undip Tembalang, Semarang, Central Java, Indonesia 50275Telp./Fax: +62-24-7474754Email: jurnalgaussian@gmail.com
Jurnal Gaussian by Departemen Statistika Undip is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Visitor Number:
View statistics
