ANALISIS KUALITAS PELAYANAN PADA UNIT LAYANAN TERPADU PERIODE TATANAN NORMAL BARU DI LEMBAGA LAYANAN PENDIDIKAN TINGGI WILAYAH II

MARETA, JESICA ANJU and Widodo, Slamet and Marpaung, Zailani Surya (2021) ANALISIS KUALITAS PELAYANAN PADA UNIT LAYANAN TERPADU PERIODE TATANAN NORMAL BARU DI LEMBAGA LAYANAN PENDIDIKAN TINGGI WILAYAH II. Undergraduate thesis, Universitas Sriwijaya.

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Abstract

The new normal order is a new habit by changing the world order system. The service system is one of many systems that feel the impact, the service is slow and takes a lot of time, there are also many health protocols that must be imposed and the service hours are short. This research was motivated because there were several complaints from several guests of the Integrated Service Unit for the New Normal Order Period at LLDIKTI Region II which caused the affairs of service users to be delayed. The purpose of this study was to measure the service quality of the Integrated Service Unit which became a one-stop service during the new normal order period at LLDIKTI II. This study uses Zeithaml's theory using 5 SERVQUAL dimensions, namely (Tangibles, Reliability, Responsiveness, Assurance, and Empathy). This study uses a quantitative method which is analyzed by the GAP analysis method. The sample taken as many as 73 guests who have served at LLDIKTI Region II and it can be concluded from the results of this study that the service quality of the Integrated Service Unit for the New Normal Order Period at the Regional II Higher Education Service Institution was categorized as "Good" with an assessment score of 0,29. The discussion is directed at measuring expectations and realities in the Integrated Service Unit for the New Normal Order Period at Regional Higher Education Service Institutions.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Pelayanan, Unit Layanan Terpadu Tatanan Normal Baru LLDIKTI Wilayah II
Subjects:	J Political Science > JJ Political institutions and public administration (North America) > JJ1000-1019 Political institutions and public administration (North America)
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Jesica Anju Maret
Date Deposited:	06 Oct 2021 03:15
Last Modified:	06 Oct 2021 03:15
URI:	http://repository.unsri.ac.id/id/eprint/54652

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