YANUAR SOBRI, DEFRI (2025) ANALISISS KUALITAS PELAYANAN SARANA KEBERSIHAN DINAS LINGKUNGAN HIDUP KOTA CIMAHI MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS. Diploma thesis, Universitas Logistik dan Bisnis Internasional.
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ABSTRAK Sobri, Defri. 2025. Analisiss Kualitas Pelayanan Sarana Kebersihan Dinas Lingkungan Hidup Kota Cimahi Dengan Menggunakan Metode SERVQUAL dan Importnace Performance Analysis. Laporan Tugas Akhir, Program D-III Administrasi Logistik Universitas Logistik dan Bisnis Internasional, Bandung. Pembimbing Dr. Noneng Nurjanah,S.P.,MT. Dinas Lingkungan Hidup Kota Cimahi adalah Lembaga pemeritah daerah yang bertanggung jawab dalam mengelola urusan pemerintahan terkait lingkungan hidup dan kehutanan, serta melaskanakan tuags-tugas pembantuan yang diberikan kepada kota. Memiliki tugas melayani masyarakat salah satunya sarana kebersihan. Permasalahan yang dihadapi DLH adalah adanya keluhan masyarakat serta kualitas pelayanan sarana yang kurang optimal serta peningkatan penduduk akibat urbanisasi menjadi persoalan di kota Cimahi saaat ini. Peneliti berfokus menganalisiss terkait kualitas layanan yang diberikan DLH terutama pada objek sarana kebersihan yang dimiliki DLH, dan seberapa pengaruh kualitas pelayanan terhadap kepuasan masyarakat atas layanan yang diberikan. Data dikumpulkan melalui penyebaran kuesioner berskala likert lima dengan Teknik purposive sampling Metode yang diguakan saat melakukan penelitian ini adalah SERVQUAL dan IPA dimana metode ini untuk mengukur kesenjangan antara harapan dan kenyataan yang dirasakan sebagian warga kota Cimahi terutama yang berdekatan dengan Tempat Pembuangan Sementra (TPS), selanjutnya Importance Performance Analysis (IPA) akan memetakan tingkatan prioritas yang perlu dievaluasi. Berdasarkan hasil penghitugan,pengolahan dan analisiss data didapatkan perolehan bahwasanya kualitas pelayanan dengan mencakup lima dimensi (tangible, reliability, responsiveness, assurance, dan empathy), memiliki gap terbesar pada responsiveness dan empathy diman dua dimensi memiliki gap (- 0,933) dan di susulkan tangible (-0,9267). Sedangkan gap terkecil terdpat dimensi assunrance (-0,708). Analisiss IPA mengatakan beberapa atribut kuadran I (kepentingan tinggi, kinerja rendah) antara seperti ketepatan jadwal pengangkutan, kecepatan respon terhadap keluhan, pemerataan pelayanan kebersihan, dan pemeliharaan kondisi TPS. Atribut pada kuadran II perlu dipertahankan, sedangkan atribut kuadran IV dapat dialihkan sumber dayanya untuk memperkuat area prioritas. Kata Kunci: Kualitas Pelayanan, SERVQUAL, Importance Performance Analysis,Dinas Lngkungan Hidup viii ABSTRACT Sobri, Defri. 2025. Analysis of the Quality of Sanitation Services Provided by the Cimahi City Environment Agency Using the SERVQUAL Method and Importance Performance Analysis. Final Project Report, D-III Logistics Administration Program, University of Logistics and International Business, Bandung. Advisor: Dr. Noneng Nurjanah, S.P., MT. The Cimahi City Environmental Agency is a regional government agency in Cimahi City that has the task and function of carrying out government affairs in the field of the environment and forestry as well as assisting the city. One of its tasks is to serve the community, including providing sanitation facilities. The problems faced by the DLH are complaints from the community, suboptimal service quality, and population growth due to urbanization, which are currently issues in Cimahi City. The researcher focuses on analyzing the quality of services provided by the DLH, particularly regarding the sanitation facilities managed by the DLH, and the extent to which service quality influences publik satisfaction with the services provided. Data was collected through the distribution of a five-point Likert scale questionnaire using purposive sampling. The methods used in this study were SERVQUAL and IPA, which are used to measure the gap between expectations and reality as perceived by some residents of Cimahi, especially those living near the Temporary Waste Disposal Site (TPS), and Importance Performance Analysis (IPA) will map the priority levels that need to be evaluated. Based on the calculation, processing, and analysis of the data, it was found that the quality of service, which includes five dimensions (tangible, reliability, responsiveness, assurance, and empathy), has the largest gap in responsiveness and empathy, where these two dimensions have a gap of (-0.933), followed by tangible (-0.9267). The smallest gap is found in the assurance dimension (-0.708). The IPA analysis indicates that several attributes in Quadrant I (high importance, low performance), such as transportation schedule accuracy, response speed to complaints, and equitable post-transportation area cleanliness services, are recommended for improvement, including transportation schedule accuracy, response speed to complaints, equitable cleanliness services, and maintenance of TPS conditions. Attributes in Quadrant II should be maintained, while attributes in Quadrant IV can have their resources redirected to strengthen priority areas. Keywords: Service Quality, SERVQUAL, Importance Performance Analysis, Environmental Agency
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor |
| Divisions: | Sekolah Vokasi > Administrasi Logistik D3 |
| Depositing User: | PKL Sepuluh Sepuluh |
| Date Deposited: | 26 May 2026 07:23 |
| Last Modified: | 26 May 2026 07:23 |
| URI: | http://eprints.ulbi.ac.id/id/eprint/3958 |
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