Quality Analysis of Pasuruan Regency Employee Service Using Importance Performance Analysis (IPA) Method
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 8
Abstract
The key of successful staffing services is the ability of the organizers to be adaptive and responsive to face the problems, so that they are expected to be able to formulate appropriate strategies in improving the quality and quality of employment services. Improving the performance of the bureaucracy in the field of staffing services is expected to provide satisfaction and trust to the Stake Holder in personnel matters which in turn can promote a positive impact on improving the image of Institutions and Local Governments. This study aim is to determine the quality of employment services by measuring the gap between performance and importance with the Importance Performance Analysis (IPA) method in 5 service dimensions: tangible, reliability, responsiveness, assurance, and empathy. The sample of this research is 75 employees or officials who handle personnel affairs. The overall average performance level is 4.29 and the importance level is 4.40. The highest GAP in the empathy dimension is "officer care about employee problems" with a score of -0.24. The lowest GAP in the empathy dimension is " officer is easy to communicate with service users" with a score of +0.07. Negative Gap (Importance> Performance) is 14 attributes, Positive Gap (Importance <Performance) is only 1 attribute on the empathy dimension in the form of " officer is easy to communicate with service users". The result of Importance Performance Analysis (IPA) service satisfaction can be known from 4 quadrant cartesian diagrams. They are the ease of communication, seriousness and willingness to assist in providing services, concern for employee problems, willingness to listen the complaints, suggestions and criticisms that are the first priority (quadrant I). The Regional Government must maintain achievements (quadrant II) in the form of providing services on time and minimizing errors, fast and responsive in providing services, officers are able and aware of staffing problems, providing polite and friendly-attitude, honesty in providing services and providing services for free. Attributes that are considered less important and have low priority (Quadrant III), having complete facilities (toilets, waiting rooms, IT equipment), buildings and rooms have cleanliness, neatness and good comfort, neatness of the staff, provision of services according to SOP. The results of this study we also obtained attributes that have more value even though in reality considered less important such as "able to provide a good explanation and easy to communicate with service users". Recommendations on 4 quadrants are used to improve the quality of employment services in Pasuruan Regency.
Authors and Affiliations
Nizar Hanafi, Gatot Sudjono
Keywords
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