STUDI DESKRIPTIF PUBLIC SERVICE QUALITY JAMAAH HAJI DI EMBARKASI SURABAYA TAHUN 2012-2013
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Abstract
Penelitian ini adalah berjenis riset deskriptif karena dalam penelitian ini tidak memuat tentang pernyataan menerima atau menolak hipotesis penelitian. Dimensi dari Public Service Quality meliputi Tangible, Reliability, Responsiveness, Assurance dan Empathy. Sumber data yang digunakan dalam penelitian ini adalah sumber data primer yang diperoleh dengan menggunakan instrumen penelitian berupa kuesioner yang memperoleh data mengenai penilaian atas Public Service Quality Embarkasi Surabaya. Secara keseluruhan, persepsi responden terhadap Public Service Quality jamaah haji di Embarkasi Surabaya adalah positif. Tangible adalah dimensi yang dipersepsikan paling positif karena dengan nilai rata-rata tertinggi diantara dimensi Public Service Quality lainnya. Sedangkan dimensi Public Service Quality dengan penilaian terendah adalah Responsiveness.
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References
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