Quality of Functional Services for Private University Lecturers (Studies at the Office of LLDIKTI Region VIII)

• Main Authors: Datutusta I Nyoman Gede Prajanata, Rochmah Siti, Amin Fadilah
• Format: Article
• Language: English
• Published: Sciendo 2020-08-01
• Series: Holistica
• Subjects: service quality; functional position; satisfaction
• Online Access: https://doi.org/10.2478/hjbpa-2020-0018

Public opinion regarding the quality of public organization services is an interesting issue in recent years, especially after the many complaints from the public that states that it is not as expected by the community. One of the services available at the LLDIKTI office is the management of functional Lecturer and other functional staff. The purpose of this study was to determine the quality of management services of functional position, determine the suitability of service user expectations with the performance of functional position management services and determine priority policies that can be applied in improving the quality of functional position management services in LLDIKTI Region VIII. The number of samples from the population determined by the Krejcie and Morgan table was 357 people. The data analysis technique used is the validity test, reliability test, calculating the value of the community satisfaction survey (SKM), and the Importance Performance Analysis (IPA) Analysis. The results of this study shows the level of satisfaction using the community satisfaction survey (SKM) included in the quality of service B with a score of 82.24 with the GOOD category. Conformity level is the average of the score of the implementation level and the average score of the importance level is 93.89%. Based on the results of the Cartesian diagram, the element of service quality that needs to be prioritized for improvement in its implementation is the element of item suitability with the type of service, clarity of flow in service procedures and clarity of information about service procedures. Suggestions that can be given are an increase in the clarity of information on the management of functional positions can be done by increasing the use of the web and the user data-based notification system