Darupita, Shelvin Anastasya, Briyan Efflin Syahputra, S.E., M. Ak (2022) Kualitas Pelayanan pada Dinas Perindustrian dan Perdagangan Provinsi Daerah Istimewa Yogyakarta. Tugas Akhir thesis, Universitas Teknologi Yogyakarta.
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Abstract
The purpose of this final report is to determine the quality of service at the Department of Industry and Trade of the Special Region of Yogyakarta (DIY). To be able to determine the quality of service, the researchers chose to use the SERVQUAL method by distributing questionnaires to all people who had received services at the Department of Industry and Trade of the Province of DIY. The SERVQUAL method is used to measure service quality with dimensions consisting of tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), empathy (empathy). By using these five dimensions, the community can provide an assessment of how satisfied they are with the quality of services provided. The results showed that the quality of service provided was good. Measurement of service quality has been proven to increase trust and provide a good image of the community to the Department of Industry and Trade of the DIY Province.
| Item Type: | Thesis (Skripsi, Tugas Akhir or Kerja Praktek) (Tugas Akhir) |
|---|---|
| Uncontrolled Keywords: | public service quality, servqual dimensions, tangible, reliability, responsiveness, assurance, empathy |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi dan Bisnis > D3 Akuntansi |
| Depositing User: | Prodi Akuntansi Diploma |
| Date Deposited: | 07 Sep 2022 07:26 |
| Last Modified: | 07 Sep 2022 07:26 |
| URI: | http://eprints.uty.ac.id/id/eprint/10237 |
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