KUALITAS JASA UNIT PELAKSANA TEKNIS PENGUJIAN SERTIFIKASI MUTU BARANG-LEMBAGA TEMBAKAU JEMBER

Setiadevi, Shinta and Fahmi, Idqan and Wibisono, Yossi (2015) KUALITAS JASA UNIT PELAKSANA TEKNIS PENGUJIAN SERTIFIKASI MUTU BARANG-LEMBAGA TEMBAKAU JEMBER. Jurnal Manajemen & Agribisnis, 11 (3). pp. 144-153. ISSN 2407-2524

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Abstract

This study aims to 1) analyze the methods and the customer satisfaction measurement results; 2) analyze the satisfaction of customer based on alternatives method by using Servqual approach and EPA; 3) Analyze the comparison between method and the customer satisfaction measurement results; 4) formulate recommendations for improvement of measurement methods and results of customer satisfaction in the Technical Implementation Unit Testing Certification-Institute for Product Quality Tobacco Jember. The processing of the data in this study was used the analysis of Service Quality (Servqual) and Expectation-Performance Analysis (EPA). The results of this study including: 1) Attributes which are considered sufficient by the IKM UPT measurement result are nine attributes: the effectiveness and efficiency of service, courtesy, friendliness, and obtain justice and other services; 2) Attribute selected as a top priority improvements based on EPA method is the availability of equipment and the latest technology; 3) Methods and results of measuring the level of customer satisfaction can be compared based on: the number of dimensions and attributes of service; outputs and implications of measurement methods; measurement results; 4) Recommendations for improvement, the management should renew equipment and the latest technology in testing and calibration laboratories, and increase equipment and the latest technology at the service of fumigation.

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