| dc.description.abstract | In life of society which is modern, progressively; requirement of human
become more complex and specific, progressively. To fulfill requirement of society
that complexity hence one of governmental function that is the unit of service shall
give more service with quality, transparent and accountability and not complicate the
society. But, reality still many society which difficult to get more good service. The
factor that impede like long bureaucracy, stiff, circumlocutory. So in management of
IMB. On management of IBM in Jember still facing of some impede like is not
transparent about cost, long time for solution so that society shy at to manage IMB
and other impede is many society of Jember less comprehending the function IMB
ownership.
The purpose of this research is to know and describe Administration Service
Quality on Construction Build Permit at Public Work Department of Jember
Regency.
This research conducted in Public Work Department of Jember Regency on
July 17 - August 17, 2007. Approach which used in this research is descriptive with
quantitative data. While samples taken in this research equal to 30 with proportional
sampling. Data collecting that used are questionnaire, observation, interview and
study literature.
The method that used on this research is quality service is to measure level of
service quality. Measurement the level of service quality in this model based on some
item designed to measure expectation and perception of customer. Difference
between the expectation and perception seen according to five quality dimension that
can assess by its customer, directly; that is: Direct Evidence (tangible), Reliability
(Reliability), Responsibility (Responsiveness), Empathy (Empathy) and Guarantee
(Assurance).
As for result of research that obtained through result of calculation use
Servqual model known that Administration Service Quality on Construction Build
Permit at Public Work Department of Jember Regency with score - 10 meaning not
good. For that suggested Public Work Department of Jember Regency especially on
unit of Licensing to increase service especially at reliability dimension (reliability)
and direct evidence dimension (tangible), responsibility (responsiveness), guarantee
(assurance) and empathy (Empathy). | en_US |
