100% denotes that the applicants are very satisfied. In conclusion, these data indicate that services quality at Kabupaten Purworejo Land Affair Office has not met the applicants expectation. With the Chi Square Test, the value of calculated X is 11,3193; then with utilization of significance rate (alpha) = 0,05 the result of table X is 36,415. Consequently calculated X < table X (11,3193 < 36,415). In view of test standards : a hypothesis is acceptable when the value of calculated X square table Xsquare. Therefore from these results, the mentioned hypothesis is acceptable. Keywords: Service Quality (tangible, reliability, responsiveness, empathy, and assurance)"> 100% denotes that the applicants are very satisfied. In conclusion, these data indicate that services quality at Kabupaten Purworejo Land Affair Office has not met the applicants expectation. With the Chi Square Test, the value of calculated X is 11,3193; then with utilization of significance rate (alpha) = 0,05 the result of table X is 36,415. Consequently calculated X < table X (11,3193 < 36,415). In view of test standards : a hypothesis is acceptable when the value of calculated X square table Xsquare. Therefore from these results, the mentioned hypothesis is acceptable. Keywords: Service Quality (tangible, reliability, responsiveness, empathy, and assurance)">
Laporkan Masalah

Analisis Tingkat Kepuasan Pemohon terhadap Kualitas Pelayanan Kantor Pertanahan di Kabupaten Purworejo

Martiyanti, Dwi, Drs. Harimurti Subanar

2007 | Skripsi | S1 Extention - Management

In this research, the issue that will be presented is an analysis regarding applicants satisfaction of service"s quality that is delivered by Kabupaten Purworejo Land Affair Office on entitlement shifting, entitlement charge, and PPAT sub units. Variables that are analyzed in this research are divided into two variables; they are independent variables and dependent variable. Independent variables consist of tangible variable (X1), reliability (X2), responsiveness (X3), empathy (X4), and assurance (X5); whereas the dependent variable is applicants contentment (Y). Analysis tools that will be employed in this research are Importance-Performance Analysis and Chi Square Test. Hypothesis in this research is it is estimated that applicants are not satisfied yet with the service"s quality that is provided by Kabupaten Purworejo Land Affair Office on entitlement shifting, entitlement charge, and PPAT sub units. From the Importance Performance Analysis calculation, value of X is 3,27 while value of Y is 4,73. In addition, the obtained overall conformity level is 69,10 %. According to test standards, if Tki < 100% then applicants are not satisfied, Tki = 100% means applicants are satisfied and Tki > 100% denotes that the applicants are very satisfied. In conclusion, these data indicate that services quality at Kabupaten Purworejo Land Affair Office has not met the applicants expectation. With the Chi Square Test, the value of calculated X is 11,3193; then with utilization of significance rate (alpha) = 0,05 the result of table X is 36,415. Consequently calculated X < table X (11,3193 < 36,415). In view of test standards : a hypothesis is acceptable when the value of calculated X square <= table Xsquare and a hypothesis is rejected when the value of calculated Xsquare > table Xsquare. Therefore from these results, the mentioned hypothesis is acceptable. Keywords: Service Quality (tangible, reliability, responsiveness, empathy, and assurance)

Kata Kunci : Service Quality (tangible, reliability, responsiveness, empathy, and assurance), kualitas pelayanan, badan pemerintah


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