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Hubungan kualitas pelayanan Pemerintah Daerah dalam era otonomi daerah dengan analisis kesenjangan kelima total quality service.
Journal from JIPTUNMERPP / 2008-01-09 09:44:52
Oleh : Haryanto, Faculty_of_Economics_-_Merdeka_University_Malang (jurnalekonomi-feunmer@yahoo.com)
Dibuat : 2004-10-01, dengan file
Keyword : Servqual, service quality, the fifth gap, local government.
The aim of this research is to explore the service quality of the local government. This research uses the gap analysis that is developed by parasuraman et al. (1985).The main focus is on the fifth gap of the servqual in the local government. based on the five dimensions of servqual: tingables, responsiveness, reliability, assurances and empathy, all of the dimensions in this research are negative. It means, the service quality of the local government is not satisfying. The conclusion of this research is, there is the fifth gap of the servqual in the local government, the other words the citizens have not got the satisfaction about the service quality that is delivered by the local government.
Deskripsi Alternatif :The aim of this research is to explore the service quality of the local government. This research uses the gap analysis that is developed by parasuraman et al. (1985).The main focus is on the fifth gap of the servqual in the local government. based on the five dimensions of servqual: tingables, responsiveness, reliability, assurances and empathy, all of the dimensions in this research are negative. It means, the service quality of the local government is not satisfying. The conclusion of this research is, there is the fifth gap of the servqual in the local government, the other words the citizens have not got the satisfaction about the service quality that is delivered by the local government.
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| Properti | Nilai Properti |
|---|---|
| ID Publisher | JIPTUNMERPP |
| Organisasi | F |
| Nama Kontak | Dra. Wiwik Supriyanti, SS |
| Alamat | Jl. Terusan Halimun 11 B |
| Kota | Malang |
| Daerah | Jawa Timur |
| Negara | Indonesia |
| Telepon | 0341-563504 |
| Fax | 0341-563504 |
| E-mail Administrator | perpus@unmer.ac.id |
| E-mail CKO | wsupriyanti@yahoo.com |
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