Haryanto, Haryanto (2004) Hubungan kualitas pelayanan Pemerintah Daerah dalam era otonomi daerah dengan analisis kesenjangan kelima total quality service. Jurnal Ekonomi, 8 (3).

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Abstract

The aim of this research is to explore the service quality of the local government. This research uses the gap analysis that is developed by parasuraman et al. (1985).The main focus is on the fifth gap of the servqual in the local government. based on the five dimensions of servqual: tingables, responsiveness, reliability, assurances and empathy, all of the dimensions in this research are negative. It means, the service quality of the local government is not satisfying. The conclusion of this research is, there is the fifth gap of the servqual in the local government, the other words the citizens have not got the satisfaction about the service quality that is delivered by the local government.

Item Type:	Article
Uncontrolled Keywords:	Servqual, service quality, the fifth gap, local government.
Divisions:	Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User:	tassa Natassa Auditasi
Date Deposited:	10 Feb 2022 02:59
Last Modified:	10 Feb 2022 02:59
URI:	https://eprints.unmer.ac.id/id/eprint/2314

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