Service Quality Dimensions in Public Sector  

Oleh:

Burhanudin ; Subagyo, Rr. Iramani

Jenis: Article from Journal - ilmiah nasional - terakreditasi DIKTI
Dalam koleksi: Journal of Economics, Business, & Accountancy: ventura vol. 12 no. 2 (Aug. 2009), page 129-136.
Topik: Service Quality Dimensions; Public Sector

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: VV5.6 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

This paper identifies dimensions of service quality of a public sector organisation in Indonesia. Beside, this paper also tests the differnce perception of service quality dimension among segments. To identify the service quality dimensions, this study employes focus group discussion and factor analysis. To analyze the difference perception, this study employes MANOVA and homogeneous subset. The result shows that focus group discussion supports SERVQUAL dimensions with three additional dimensions named social responsibilty, transparency, and business efficiency. Then, by performing factor analysis, this study eliminates responsiveness and business efficiency dimensions. Factor analysis also reveals that tangibility and reliability dimension are summarized as one factor. Finally, by performing MANOVA, this research found that there are different segment perceptions towards empathy and social responsibility dimensions.

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