Analisis Mutu Pelayanan Pendaftaran Pangan Olahan Tahun 2013

Abstract

Processed food registration service is one of the public services provided by the goverment. Customer statisfaction measurement needs to be done then analyzed and corrected as the evaluation of service quality. Service quality analysis was carried out by measuring customer statisfaction index and evaluating the performance of service attribute with IPA-CSI. The level of compliance service would be analyzed based on the caractheristics of the company so that they can conduct well targeted improvement towards the processes. Customers were already statisfied with the service shown by the overall CSI score 72.79%. However, some attributes need to be improved such as the certainty of the schedule service, ability, discipline, speed, and responsiveness of the officer when serving customers. Results of the analysis shown that most of the manufacturer companies and some importer companies that have assessed the performance of these attributes indicated that the satisfaction was not in line with their expectations. The company that took care of all services and new applicants should be considered as improvement targets in the future. The information displayed by biplot graph was enough to represent the actual state of data, shown by the value of total variance represented was 77.2%.