Analisis Kualitas Layanan Penyedia Data di Indonesia Menggunakan Metode Servqual

Penulis

Lana Sularto

Abstrak

Tujuan utama penelitian ini untuk melakukan evaluasi kualitas layanan penyedia data serta mengukur tingkat kepuasan masyarakat pengguna data di Indonesia dengan menggunakan model SERVQUAL. Kualitas layanan diukur dari perspektif masyarakat pengguna data di wilayah Sumatera Utara, Jawa Timur, Sulawesi Selatan, Kalimantan Selatan, NTB, Maluku dan Papua Barat, sehingga dapat lebih mewakili kebutuhan para pengguna data di wilayah Indonesia. Kuisioner terdiri dari kuisioner persepsi dan harapan dengan menggunakan 5 dimensi SERVQUAL : Reliability, Tangibles,  Responsiveness, Empathy dan Assurance. Hasil dari penelitian adalah bahwa kelima dimensi menunjukkan adanya nilai kesenjangan yang negatif, dengan nilai kesenjangan (gap) tertinggi pada dimensi Empathy. Hal tersebut menunjukkan ketidakpuasan pengguna data terhadap layanan penyedia data. Dapat diambil kesimpulan bahwa kualitas layanan penyedia data di Indonesia, belum memenuhi kebutuhan dan keinginan para pengguna data, sehingga perlu dilakukan upaya perbaikan terhadap setiap dimensi yang telah diukur agar dapat meningkatkan kualitas atas layanan.

 

Abstract

The main purpose of this research is to conduct a quality of service of data provider institutions for various business and research purposes as well as measuring the level of satisfaction of the user community in Indonesia using the SERVQUAL model. Measurement of service quality from the point of view of data user communities in the regions of North Sumatra, East Java, South Sulawesi, South Kalimantan, NTB, Maluku and West Papua, to represent user needs of data in Indonesia. The questionnaire consisted of a perception and expectation questionnaire using 5 SERVQUAL dimensions namely Reliability, Tangibles,  Responsiveness, Empathy and Assurance. Results showed a negative gap value for all 5 dimensions, where the dimension of empathy has the highest gap. These findings indicate dissatisfaction with data provider services, the conclusion is the quality of data provider services in Indonesia, does not meet the users needs and desires, so it is necessary to make improvements to each dimension that has been measured (eliability, Tangibles,  Responsiveness, Empathy and Assurance) in order to improve the quality of data provider services.


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Referensi


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DOI: http://dx.doi.org/10.25126/jtiik.0812753