KEPUASAN PELAKU USAHA TERHADAP KUALITAS LAYANAN PERIZINAN PUPUK DI KEMENTERIAN PERTANIAN
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Accepted
15 September 2014
Published
15 September 2014
Abstract
ABSTRACT
The objectives of this study were: 1) analyze level of satisfaction index, 2) analyze factors that influence the satisfaction of fertilizer license services at the Ministry of Agriculture, 3) analyze the impact of satisfaction that influence recommendation. Data obtained from 86 respondents who were making license at the Pusat Perlindungan Varietas Tanaman dan Perizinan Pertanian (PPVTPP) and Direktorat Jenderal Prasarana dan Sarana Pertanian (Ditjen PSP). The data were processed using Microsoft Office Excel to perform a descriptive cross tabulation analysis for each variable, while the analysis of the direct impact of service satisfaction variable to the recommendation used Path Analysis with LISREL 8.30 program. The conclusion of this study is the reliability and empathy shows direct significant influence to satisfaction but directly all variables are insignificant to recommendation. Indirectly, the variables of tangibility, reliability and responsiveness have significant influence to recommendation.
Keywords: servqual model, fertilizer permit service, path analysis, fertilizer
ABSTRAK
Tujuan dai penelitian adalah 1) menganlisis tingkat kepuasn, 2) menganalilis faktor-faktor yang mempengaruhi kepuasan terhadap pelayanan perizinan pupuk di Kementerian Pertanian, 3) menganalisis pengaruh kepuasan terhadap pemberian rekomendasi. Pengambilan data terdiri dari 86 responden yang sedang mengurus perizinan di Pusat Perlindungan Varietas Tanaman dan Perizinan Pertanian (PPVTPP) dan Direktorat Jenderal Prasarana dan Sarana Pertanian (Ditjen PSP). Pengolahan data dengan menggunakan Mocrosoft Office Excel untuk menghitung analisis tabulasi silang pada setiap variabel, dan untuk mengetahui pengaruh kepuasan terhadap pemberian rekomendasi menggunakan analisis jalur (path analysis) yang menggunakan program Lisrel 8.30. Kesimpulan pada penelitian ini adalah secara langsung variabel keandalan (reliability) dan empati (empathy) berpengaruh siknifikan terhadap terhadap kepuasan. Secara langsung semua variabel tidak berpengaruh terhadap pemberian rekomendasi. Secara tidak langsung melalui kepuasan, variabel tampilan fisik (tangible), keandalan (reliability) dan ketanggapan (responsiveness) berpengaruh signifikan terhadap pemberian rekomendasi.
Kata kunci: model servqual, layanan perizinan pupuk, analisis path, pupuk
The objectives of this study were: 1) analyze level of satisfaction index, 2) analyze factors that influence the satisfaction of fertilizer license services at the Ministry of Agriculture, 3) analyze the impact of satisfaction that influence recommendation. Data obtained from 86 respondents who were making license at the Pusat Perlindungan Varietas Tanaman dan Perizinan Pertanian (PPVTPP) and Direktorat Jenderal Prasarana dan Sarana Pertanian (Ditjen PSP). The data were processed using Microsoft Office Excel to perform a descriptive cross tabulation analysis for each variable, while the analysis of the direct impact of service satisfaction variable to the recommendation used Path Analysis with LISREL 8.30 program. The conclusion of this study is the reliability and empathy shows direct significant influence to satisfaction but directly all variables are insignificant to recommendation. Indirectly, the variables of tangibility, reliability and responsiveness have significant influence to recommendation.
Keywords: servqual model, fertilizer permit service, path analysis, fertilizer
ABSTRAK
Tujuan dai penelitian adalah 1) menganlisis tingkat kepuasn, 2) menganalilis faktor-faktor yang mempengaruhi kepuasan terhadap pelayanan perizinan pupuk di Kementerian Pertanian, 3) menganalisis pengaruh kepuasan terhadap pemberian rekomendasi. Pengambilan data terdiri dari 86 responden yang sedang mengurus perizinan di Pusat Perlindungan Varietas Tanaman dan Perizinan Pertanian (PPVTPP) dan Direktorat Jenderal Prasarana dan Sarana Pertanian (Ditjen PSP). Pengolahan data dengan menggunakan Mocrosoft Office Excel untuk menghitung analisis tabulasi silang pada setiap variabel, dan untuk mengetahui pengaruh kepuasan terhadap pemberian rekomendasi menggunakan analisis jalur (path analysis) yang menggunakan program Lisrel 8.30. Kesimpulan pada penelitian ini adalah secara langsung variabel keandalan (reliability) dan empati (empathy) berpengaruh siknifikan terhadap terhadap kepuasan. Secara langsung semua variabel tidak berpengaruh terhadap pemberian rekomendasi. Secara tidak langsung melalui kepuasan, variabel tampilan fisik (tangible), keandalan (reliability) dan ketanggapan (responsiveness) berpengaruh signifikan terhadap pemberian rekomendasi.
Kata kunci: model servqual, layanan perizinan pupuk, analisis path, pupuk
Authors
AshariH., SumarwanU., & KirbrandokoK. (2014). KEPUASAN PELAKU USAHA TERHADAP KUALITAS LAYANAN PERIZINAN PUPUK DI KEMENTERIAN PERTANIAN. Jurnal Manajemen & Agribisnis, 10(3), 156-164. https://doi.org/10.17358/jma.10.3.156-164
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