ANALISIS KEPUASAN PENGGUNA JASA PEMELIHARAAN DAN PERBAIKAN ATAS PELAYANAN UPT-PP (UNIT PELAKSANA TEKNIS PEMELIHARAAN DAN PERBAIKAN) POLITEKNIK NEGERI BALI

I Made Aryana, I M. Alit K Salain, I W Yansen
1970 Jurnal Spektran  
ABSTRACT: PNBis avocational educationinstitution. Withvocationalpredicate,PNBhavediverse learningfacility. In order forthese assetsremainin top condition(ready to use), there should bea specialunit thathandlesmaintenance andrepairissues. UPT-PP (Unit Pelaksana Teknis Pemeliharaan dan Perbaikan) isone of the unitsinPNBwhichhas a function asimplementingmaintenanceandrepairsof allassets, and all equipment usedin the activities ofthe learning process. UPT-PP has thefunctions
more » ... esponsibilitiesarequite heavyand vitalin supportingthe smoothlearning activitiesboth theory andpractice. This situation demandsUPT-PP shouldhavegoodhuman resources, competent, reliable andshould be supportedbythe provision ofhardwareandsoftwarethat isadequate. This studyaims to determinethe value ofservice usersatisfaction levelof maintenanceandrepair ofservices givenbyUPT-PP Politeknik Negeri Baliandidentify the factorsthat need attentionin order to increaseuser satisfactionwith the servicesUPT-PP Politeknik Negeri Bali. Retrieval of dataobtained from thespread ofthe questioner aboutfacts andrealityassociatedwith service qualityanduser expectationsUPT-PP Politeknik Negeri Bali. While the calculationof thecorrespondence between thelevel of quality anduser expectationsUPT-PP isthe comparison ofthe qualityweightwith the weight ofexpectations/interests. This conformity levelwillshow the level ofuser satisfactionwith the services. Results ofa descriptiveanalysis ofuser satisfactionwith the servicesUPT-PP can be determined bythe value ofthe conformity level. After analysis, the conformitylevelofeachdimensionis obtainedfromthe tangiblevalue81.08%, conformity level of reliability79.04%, conformity level of responsiveness to the valueof81.09%, theassurancedimensionwithvalue84.20% anddimensionsof empathywith the conformity value83.23%. Fromfivedimensions ofconformity level assessment between service qualityexpectationsof service usersUPT-PP Politeknik Negeri Bali is81.07% orusersatisfaction levelcan achieve81.07%. The advicecan be given to UPT PP services isable tocalculatethe time it takesto handleacase, time disciplineand may providean explanation to user aboutproblems experienced andcan establisha harmonious working relationshipto all service users, in ordertoincreasethe trustof allusers.
doi:10.24843/spektran.2016.v04.i01.p03 fatcat:4bf5c2rlbfbntpopuxzph6yt7a