EVALUASI KUALITAS PELAYANAN ORGANISASI SOSIAL DENGAN PENERAPAN METODE SERVQUAL DI KOTA SURAKARTA (Studi Pada Organisasi Sosial Yang Memberikan Pelayanan Kesejahteraan Sosial)

Abstract

This article is about the result of a research on the evaluation of service
quality of social organizations in Surakarta City by implementing servqual
method, with an aim of knowing service quality index of these organizations seen
from a gap between perception and expectation of service receivers, and the
important dimensions of service quality for service receivers. This research
employed descriptive design through survey and qualitative approaches, with
40 service receivers and 10 management personnel as respondents, taken by
random sampling from 7 social organizations in Surakarta. Data was collected
through triangulations approach with questionnaires, interview and observation,
and then analyzed quantitatively by using servqual instrument and importanceperformance
matrix. The result shows that the gap between perception and
expectation was relatively good, but was not good in empathy dimension. The
relatively important decisive dimension of service quality for service receivers
was assurance dimension. Therefore the service quality of social organization in
Surakarta City should be enhanced by implementing all attributes lie at quadrant
A of service receivers interest.