Analisis tingkat kepentingan dan kinerja terhadap kualitas pelayanan pembinaan masyarakat desa hutan (PMDH) di dalam dan atau di sekitar areal IUPHHK PT Timberdana

DIKTYANINGSIH, Eusy, Wakhid Slamet Ciptono, Drs., MBA., MPM

2009 | Tesis | S2 Magister Manajemen

Penelitian ini untuk menganalisis tingkat kepentingan dan kinerja kualitas pelayanan kegiatan Pembinaan Masyarakat Desa Hutan oleh PT Timberdana. Penelitian ini bertujuan: (1) Mengevaluasi kualitas kegiatan pembinaan masyarakat desa hutan dengan menggunakan analisis tingkat kepentingan dan kinerja. (2) Mengidentifikasikan atribut-atribut yang sesungguhnya harus diperhatikan oleh pihak manajemen PT Timberdana. Kualitas pelayanan diukur berdasar enam dimensi kualitas yaitu Tangibles, Reliability, Responsiveness, Assurance, Empathy, dan Community Development. Kuesioner disebarkan kepada responden sebanyak 75 orang, namun yang kembali dan dapat diolah sebanyak 67 orang. Hasil penelitian menunjukkan bahwa dimensi assurance dan empathy berada pada kuadran A yang berarti kinerja perusahaan belum baik padahal dimensi ini sangat penting bagi masyarakat sehingga perlu dijadikan prioritas. Dimensi tangible dan community development masuk dalam kuadran B yang berarti harus dipertahankan prestasinya karena kinerja perusahaan sudah baik dan dimensi ini penting bagi masyarakat. Sedangkan reliability terletak pada kuadran C yang berarti kinerja perusahaan tidak baik dan dimensi ini tidak penting bagi masyarakat. Pada kuadran D ada dimensi responsiveness yang dianggap berlebihan karena kinerja perusahaan baik padahal dimensi ini tidak penting bagi masyarakat.

This research is to analyze importance and performance of Pembinaan Masyarakat Desa Hutan (PMDH) by PT Timberdana. This research aim to: (1) Evaluating the quality of Pembinaan Masyarakat Desa Hutan (PMDH) activity by using importance and performance analysis. (2) Identifying real attributes that have to be paid attention by management of PT Timberdana using. To facilitate measurement of service quality, based on six dimensions of quality, there are Tangibles, Reliability, Responsiveness, Assurance, Empathy, and Community Development. Questionare propagated to responder counted 75 people, but which return and can be proceed to counted 67 people. Result of this research indicate that dimension of assurance and of empathy are located at quadrant A, meaning company performance not yet good though this dimension was vital importance to society so that require to be made to be priority. Dimension of tangible and community development located at quadrant B, meaning have to be defended by its achievement because company performance have good and dimension is important for the people. Reliability is located at quadrant C meaning company has bad performance and this dimension mean not important for the people. At quadrant D there is dimension of responsiveness abundant assumed because company performance was good even this dimension not important for the people.

Kata Kunci : Pembinaan masyarakat desa hutan,Kualitas pelayanan,Analisis tingkat kepentingan dan kinerja,Kuadran,Reliability,Responsiveness,Assurance,Emphaty,Tangible