ANALISIS KINERJA PEGAWAI DALAM MEMBERIKAN PELAYANAN KEPADA MASYARAKAT DI KANTOR DESA KAMIRI DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT

Abstract

Pada dasarnya manusia membutuhkan pelayanan, bahkan secara realita dapat dikatakan bahwa pelayanan tidak dapat dipisahkan dengan kehidupan manusia. Tujuan penelitian ini untuk mengetahui tanggapan masyarakat terhadap pelayanan yang diberikan di kantor desa, yang berlokasi di Desa Kamiri. Metode pengumpulan data ini di lakukan penyebaran kusioner kepada 95 responden. Analisis data yang di lakukan yaitu tentang suara masyarakat (Voice Of Costumer) terhadap pelayanan kantor desa, SPSS 16, Serta penyusunan House Of Quality. Hasil yang diperoleh dari penelitian ini menunjukkan bahwa untuk melakukan analisis pelayanan, terdapat 5 atribut meliputi Tangible, Assurance, Responsive, Reliability dan Emphaty. Setelah dilakukan penganalisaan data terhadap atribut yang paling berpengaruh, ditemukan bahwa pelayanan yang merupakan atribut dari Reliability memiliki skor paling tinggi dengan nilai 5,183 dabn Atribut kebersihan dan parkiran yang merupakan dimensi mutu Tangible, memperoleh skor terendah dengan nilai 1,328 sehingga bagian ini perlu perlu mendapatkan perhatian khusus agar playanan yang di harapkan bisa terwujud serta sarana dan prasarana yang belum memadai segera di lengkapi. Kesimpulan pelayanan kantor desa sesuai dengan rumah mutu kualitas (House Of Quality).   Basically, humans need service, even, in reality, it can be said that service cannot be separated from human life. The purpose of this study was to determine the community's response to the services provided at the village office, which is located in Kamiri Village. This data collection method was carried out by distributing questionnaires to 95 respondents. The data analysis that was carried out was about the voice of the community (Voice of Customer) on village office services, SPSS 16, and the preparation of the House of Quality. The results obtained from this study indicate that to perform service analysis, there are 5 attributes Tangible, Assurance, Responsive, Reliability, and Empathy. After analyzing the data on the most influential attributes, it was found that the service which is an attribute of Reliability has the highest score with a value of 5.183, and the attribute of cleanliness and parking, which is a Tangible quality dimension, gets the lowest score with a value of 1.328 so this section needs special attention. so that the expected service can be realized and the facilities and infrastructure that are not yet adequate are immediately completed. Conclusion village office services in accordance with the quality of the house (House Of Quality).