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"Salah satu kriteria konsumen dalam memilih jasa asuransi berdasarkan kualitas pelayanan. Untuk itu tingkat persepsi tentang kualitas pelayanan tidak dapat dinilai berdasarkan sudut pandang perusahan tetapi harus dipandang dari sudut pandang penilaian pelanggan. Ketatnya daya saing dengan perusahaan sejenis baik lokal maupun asing semakin memicu kecenderungan konsumen untuk lebih selektif dalam memilih jasa Asuransi Marine Cargo. Penelitian ini dibuat, untuk mengetahui tingkat kualitas pelayanan yang diberikan oleh perusahaan, sehingga perusahaan dapat menyusun strategi pemasaran yang tepat sehingga dapat memenangkan persaingan yang semakin global.Pokok permasalahan yang dijadikan fokus penelitian pada tesis ini adalah :1. Bagaimana peta persepsi pelanggan terhadap kualitas pelayanan jasa Asuransi Marine Cargo ? Pengangkutan Ekspor Impor ditinjau dari dimensi reliability, responsiveness, assuransce, empathy dan tangible ?2. Bagaimana peta posisi masing-masing dimensi reliability, responsiveness, assuransce, empathy dan tangible menurut tingkat kepentingan ( harapan penerima layanan ) dan kinerja yang telah dicapai ?3. Apakah terdapat kesenjangan ( gap ) antara harapan penerima layanan terhadap kelima dimensi kualitas pelayanan ? Penelitian ini di fokuskan pada bagaimana kualitas pelayanan perusahaan dilihat dari dimensi reliability, responsiveness, assurance, empathy dan tangible. Dari hasil analisis dan pembahasan yang mengacu pada konsep Servis Quality yang masih relevan dalam penelitian ini dan bertitik tolak dari analisis persepsi konsumen jasa asuransi marine cargo ? pengangkutan ekspor impor PT. Asuransi.Jasa Indonesia Kantor Cabang X dapat disimpulkan sebagai berikut :1. Bahwa penilaian lebih dari separuh pelanggan terhadap kualitas pelayanan dipersepsikan setidaknya sudah baik sementara selebihnya mempersepsikan masih belum baik. Dari 5 dimensi kualitas pelayanan yaitu reliability, responsiveness, assurance, empathy dan tangible, terlihat persepsi pelanggan terhadap dimensi responsiveness dan assurance memperoleh nilai tertinggi sementara dimensi empathy dipersepsikan paling rendah. Pada aspek ini sikap empathy yang diberikan karyawan kepada pelanggan sejauh ini masih dirasakan kurang. Apabila hal tersebut tidak segera ditindaklanjuti maka pelanggan dapat mengalihkan pilihannya kepada perusahaan asuransi lain.2. Hal-hal yang perlu ditingkatkan terhadap kualitas pelayanan berdasarkan analisis Diagram Kartesius ada pada beberapa kuadran dengan perincian sbb : ? Kuadran A. Adapun atribut yang ada dalam Kuadran A yaitu Proses Penyelesaian Klaim dan Jam Pelayanan tidak kaku. ? Kuadran B. Atribut-atribut yang termasuk kuadran ini yaitu Memberikan solusi bila timbul masalah, Luas Jaminan cukup kompetitif, Proses Pelaporan dan Persiapan Dokumen Klaim yang tidak berbelit, Pelayanan Cepat, Informasi atas terms & conditions jelas, Rasa aman bertransaksi, Sikap dan Perilaku Karyawan Meyakinkan, Jaminan atas Pembayaran Klaim dan Jaringan Perusahaan Luas. ? Kuadran C. Atribut-atribut yang termasuk kuadran ini yaitu Pelayanan Tepat Waktu, Jangka Waktu Penerbitan Polis, Pengurusan Dokumen Klaim Cepat, Memberikan Solusi Alternatif, Penanganan Klaim Cepat, Memberlakukan Sebagai Individu, Mengerti Kebutuhan Secara Rinci, Menginformasikan apabila ada perluasan jaminan, Menginformasikan perkembangan proses penyelesaian klaim, Fasilitas fisik terlihat menarik dan Papan petunjuk informatif. ? Adapun pada Kuadran D ,atribut-atribut yang termasuk dalam kuadran ini yaitu Ramah dan sepenuh hati dan Lokasi mudah dijangkau.3. Terdapat tingkat kesenjangan ( gap ) 5 yang terjadi pada Kantor Cabang x. Sesuai dengan perhitungan skor Servqual terlihat hasil yang negatif maka dapat disimpulkan terdapat kesenjangan ( gap ) yang terjadi antara persepsi pelanggan ( pernyataan ) dan harapan pelanggan. Hal tersebut ditegaskan dengan uji T Test dimana dihasilkan nilai t hitung lebih besar dari t maka terdapat perbedaan rata-rata pada persepsi pelanggan terhadap kualitas pelayanan dan menegaskan bahwa terdapat kesenjangan antara persepsi pelanggan dengan harapan terhadap kualitas pelayanan.

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One of the consumer?s criteria to Consumer decide the insurance services is because of quality of service. Therefore, the perception level for quality of service can not be seen from company perspective but has to be seen from customer perspective. The tightness of the competition with same type of either local or foreign company more and more triggering the consumer?s tendency to be more selective in choosing the Marine Cargo Insurance Services. The research was made to investigate the grade of quality of services which performed by the company, so as the company able to build the appropriate marketing strategy to win the global competition.The fundamental of the problem that being focused in this thesis is:1. What is the customer?s perspective map against the quality of the service of Marine Cargo Insurance ? Export Import Transportation observed from reliability, responsiveness, assurance, empathy and tangible dimension?2. What is the map of each position of reliability, responsiveness, assurance, empathy and tangible dimension according to the importance lelvel (expectation of service recipient) and performance that has been reach?3. Does it have a gap between the expectation of the recipient against the fift dimension of quality of service The research will be focused on how the quality of service of the company foreseen from reliability, responsiveness, assurance, empathy, and tangible dimension. From the result of the analysis and study that refer to the concept of Service Quality which still relevant in the research and derived from the perception analysis of consumer of Marine Cargo Insurance Service ? Export Import Transportation.PT. Asuransi Jasa Indonesia Branch X can be summarized as follow:1. That the assessment of more than half customer against quality of service is at least well-perceptized while the rest is still not good. From five dimension of the quality of services which is reliability, responsiveness, assurance, empathy, and tangible, perception of the customer for responsiveness dimension has gain the highest value while empahty?s dimension has gain the lowest value. In this aspect, the empathy given by employee to the customer so far still being felt less enough. If that issue is not soon followed up then the customer can move their choice to other insurance company.2. Issues that needs to be improved against quality of service based on the analysis of Cartesian Diagram is exist on few quadrants with details as follow: ? Quadrant A. The attribute which is in the quadrant is Claim Settlement Process and Non-Stiff Service Duration ? Quadrant B. Attributes which is in this quadrant is Giving solution when the problem arise, Broadness level of guarantee is competitive enough, Clear Document Claim Preparation and Reporting Process, Fast Service, Clear Information on Terms & Conditions, Transaction Safety Feeling, Good Employee?s Attitude and Behaviour, Broad Guarantee of Claim Settlement and Company?s Network ? Quadrant C. Attributes which is in this quadrant is On-Time Service, Duration of Polis Publishing, Fast Claim Document Management, Giving Alternative Solution, Fast Claim Settlement, Treat as Individual Person, Understand Detail Demand, Inform when there?s a extention of guarantee, Inform the progress of claim settlement process, Interesting Physical Fasility and Informative instruction board. ? Quadrant D. Attributes which is in this quadrant is User Friendly and Location is easier to reach.3. There?s a five (5) gap level that happens on Branch X. According the the score calculation of ServQual, there?s a negative result, therefore, it can be summarized that there?s a gap between customer?s perception (reality) and customer?s expectation. This issue is affirmed by T-Test Experiment where result on t calculation value is bigger than t, therefore it has a average difference on customer perception against quality of service and affirming that there?s a gap between customer?s perception with expectation against quality of service."

"Nowadays, the airlines bussiness in indonesia has growth rapidly. Many airlines company emerge, nor charter or schedule make the competition even stronger. Every company try to give better service to each it?s customer. The high demand of transportation within society continually make each airline to escalate the quality of service that resulted satisfaction of it?s customer. The quality service of an airlines company costitute simoulteus activity between ground service and inflight service. Inflight service hold the major role in creating consumer perceive towards quality service in generally.

PT Indonesia Air Transport, Tbk, are many company that contribute in fulfilling the high demand of indonesian air transportation. With it?s background as charter flight company, therefore Indonesia Airt Transport (IAT) always undertake to increase it?s quality service, nor in safety or service. In this research, the inflight service proces that been given by Indonesia Air Transport will be discussed further more, the purpose of the research is to know the satisfactionary perception of its costumer towards inflight service given by Indonesia Air Transport (IAT).

In this research, the perception, measured based on SERVQUAL dimension (tangible, reliability, responsiveness, empathy, and assurance) based on the theory expand by Pasuraman, Zeithamal, and Berry, by using frekuent distribution and SPSS 16.00 tools.

From the result of this research, know that the majority of responden or flight passanger tend to give better perception towards inflight service given by IAT. From all the research dimension can be conclude that the average of response of each responden indicate the satisfaction behaviour. This result can be input for IAT, in the the near future Indonesia Air Transport can give mote attention and increase the quality service toward it?s consumen by taking care the safety aspect or service."

"Sumber daya manusia merupakan faktor fundamental yang menentukan keberhasilan sebuah organisasi dalam mewujudkan visi dan misinya. Khususnya dalam industri jasa perbankan, keberadaan sumber daya manusia memiliki fungsi strategis dan menentukan kualitas pelayanan. Kualitas pelayanan dalam hal ini menjadi faktor kunci sukses bagi organisasi yang bergerak dalam bidang jasa pelayanan seperti perbankan. Dalam kaitannya dengan masalah tersebut, penelitian ini bertujuan untuk mengetahui pengaruh kepemimpinan dan motivasi kerja terhadap kualitas pelayanan pegawai frontoffice pada Panin Bank cabang Utama Palmerah. Peningkatan kualitas pelayanan pegawai frontoffice adalah bagian dari tujuan perusahaan Panin Bank.Dari berbagai metode peningkatan kualitas pelayanan pegawai frontoffice maka peranan kepemimpinan dan motivasi kerja dianggap menjawab kebutuhan pegawai dalam meningkatkan kinerja mereka. Dari teori yang mendasari pengaruhnya terhadap kualitas pelayanan maka digunakan teori John P.Kotter untuk kepemimpinan, Federick Herzberg untuk motivasi kerja dan Zethaml untuk kualitas pelayanan.Penelitian menggunakan survei dengan melibatkan 100 orang yang diambil dengan teknik sensus. Data yang digunakan adalah data primer yang dikumpulkan melalui penelitian lapangan dengan cara menyebarkan kuesioner. Sebelum dilakukan analisis, terlebih dahulu instrumen di uji validitas dan reliabilitasnya dengan jumlah responden 30 orang. Pengujian validitas dengan rumus Spearman Rank dan pengujian reliabilitas dengan rumus Spearmen Brown. Analisis data menggunakan model persamaan struktural yang dihitung dengan menggunakan program LISREL.Hasil pengujian hipotesis menunjukkan bahwa: pertama, kepemimpinan memiliki pengaruh terhadap motivasi kerja pegawai frontoffice. Hasil ini menunjukkan bahwa semakin efektif pelaksanaan fungsi kepemimpinan, maka semakin tinggi motivasi kerja pegawai. Kedua, kepemimpinan berpengaruh terhadap kualitas pelayanan pegawai frontoffice.Hasil ini menunjukkan bahwa semakin efektif pelaksanaan fungsi kepemimpinan, maka semakin baik kualitas pelayanan pegawai. Kepemimpinan juga memiliki pengaruh tidak langsung terhadap kualitas pelayanan melalui motivasi kerja, sehingga kepemimpinan yang efektif akan mendorong motivasi kerja pegawai yang selanjutnya meningkatkan kualitas pelayanan. Ketiga, motivasi kerja berpengaruh terhadap kualitas pelayanan pegawai frontoffice.Temuan ini menunjukkan bahwa semakin tinggi motivasi kerja, maka semakin baik kualitas pelayanan pegawai. Berdasarkan hasil penelitian ini, maka kepemimpinan harus diperbaiki dengan menciptakan situasi krisis dengan menunjukkan fakta-fakta bahwa perusahaan sedang mengalami persaingan ketat yang menuntut perubahan-perubahan untuk mempertahankan eksistensi dan pimpinan juga harus menjadi orang pertama dalam memulai setiap visi perubahan yang telah diprogramkan. Perbaikan motivasi kerja dapat dilakukan dengan mengutamakan fungsi edukatif dalam melaksanakan pengawasan, memberikan umpan balik terhadap hasil kerja pegawai, dan mengevaluasi penerapan sistem kompensasi dan karir agar lebih transparan dan adil.

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Human resource is the fundamental factor that determine of organization success in realizing the vision and mission. Especially in banking service industries, existence of human resource have the strategic function and determine the service quality. In this case, service quality become the key success factor for service organization like a banking. In relation with the problem, this research aimed to know the influence of leadership and work motivation toward service quality of frontoffice employee at Panin Bank Palmerah main branch office. The improvement service quality of frontoffice employee is an element of Panin Bank company.From several methods in improve their service quality. Leadership and motivation is needed employee to imporove their performance. After considering various theories which influence towards service quality, it was decided to explore the influence of leadership based on John P.Kotter theory, Work motivation is based on Federick Herzberg,Theory Service Quality is based on Zethmal Theory.The research using survey by involving 100 peoples taken with census technique. Primary data used that collected with field research through spreading questionnaire. Before the analysis were conducted, first the instrument was test its validity and reliability to 30 respondents. Validity test with Spearmen Rank formula and reliability test with Spearmen Brown formula. Structural equation modeling (SEM) used for data analysis which calculated by using LISREL program.Result of hypothesis examination indicate that: firstly, leadership have the influence to work motivation of frontoffice employee. This result indicate that more effective of leadership function, employee work motivation will increase. Second, leadership have the influence to service quality of frontoffice employee.This result indicate that more effective of leadership function, will increasing the service quality. Leadership also have the indirect effect to service quality through work motivation, so that effective leadership will push the work motivation and than improve the service quality. Third, work motivation have influence to service quality of frontoffice employee.This finding indicate that more increase work motivation, will increasing the service quality. Based on the research result, leadership must be improved by creating the crisis situation with showing the facts that is company in the tight competition conditon which need changes to keep the existence and leader also have to become the first person in strarting every change vision which have been programmed. Improving work motivation can be done by give priority the educative function in doing supervision, give the feedback toward employee work result, evaluate applying of compensation and career system to be more fair and transparent."

"Penelitian ini mengenai kepuasan masyarakat atas kualitas pelayanan di Kantor Kelurahan Pejaten Barat. Penelitian ini menggunakan pendekatan kuantitatif yang bersifat deskriptif yang bertujuan untuk mengetahui kepuasan masyarakat atas kualitas pelayanan di Kantor Kelurahan Pejaten Barat yang diukur melalui dimensi-dimensi kualitas pelayanan. Jumlah sampel dalam penelitian ini berdasarkan rumus Slovin berjumlah 100 responden. Hasil dari analisis kepuasan masyarakat atas kualitas pelayanan di kantor Kelurahan Pejaten Barat adalah masyarakat masih belum merasa puas atas kualitas pelayanan yang diberikan di kantor Kelurahan Pejaten Barat.

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This research is about satisfaction of citizens on the quality of public services in office kelurahan Pejaten Barat. This research uses quantitative and descriptive approach to describe citizens satisfaction on the quality of public services in the office of Kelurahan Pejaten Barat, by measuring dimensions of service quality. Number of samples in this research based on the Slovin formula are around 100 respondents. Result of this research shows that the quality of public services to the citizens at the office of Kelurahan Pejaten Barat si still not make the local people feel satisfied."

"Peranan tanah dalam kegiatan pembangunan makin banyak dibutuhkan, sehingga nilainya semakin meningkat. Pelaksanaan administrasi pertanahan dan manajemen pelayanan, temtama pengumsan sertiiikasi bidang tanah sering membawa permasalahan yang kompleks, antara lain praktek pelayanannya pada Kantor Pertanahan BPN yang masih dianggap kurang tertib dan kurang memuaskan bagi masyarakat.Demikian pula halnya yang terdapat pada Kantor Pertanahan Kotamadya Jakarta Selalan, memprmyai wgas pelayanan bidang pertanahan pada cakupan wilayah kerja Kotamadya Jakarta Selatan. Dengan cakupan wilayah keja yang demikian Iuas dan kompleks tersebut, proses pemberian pelayanan yang dbalankan oleh unit-unit kerjanya sangat dituntut untuk dapat mcmberikan pelayanan berkualitas agar dapat memberikan kepuasan bagi rnasyarakat.Atas dasar tersebut, penelitian ini dilakukan untuk mengukur persepsi masyarakat pengguna jasa mengenai kualitas dan kepuasan pelayanan yang diberikan oleh Kantor Pertanahan Kotamadya Jakarta Selatan. Tujuan penelitian ini adalah untuk mengetahui telah sejauh mana kepuasan masyarakat pengguna terhadap kualitas pelayanan bidang pertanahan di Kantor Pertanahan Kotamadya Jakarta Selatan, dimana hasil pcnelitian diharapkan akan dapat dijadikan bahan masukan bagi para pengambil keputusan khususnya dalam bidang pelayanan publik.Kerangka teori dalarn penelitian ini terdiri dari teori-teori mcngenai persepsi masyarakat, pemerintah sebagai penyedia pelayanan publik, kualilas pelayanan, dan teori kepuasan pelanggan Serta pengkuran terhadap kepuasan pelanggan.Pengumpulan data yang dilakukan dalam penelitian ini menggunakan metode kuantitatiti Dimana data yang dikumpulkan melalui instrumen kuisioner. Penyebaran kuisioner dilakukan melalui teknik accidental sampling dengan jumlah responden sebanyak 100 orang. Responden dipilih dari sejumlah masyarakat yang telah mengurus administrasi pertanahan di Kantor Pertanahan Kodya Jakarta Selatan. Teknik ini dipergunakan karena tidak adanya daftar sampel. Selanjutnya data kuantitatif disajikan dalam bentuk tabel dan prosentase, yang kemudian akan dianalisa secara deskriptif analisis.Berdasarkan hasil penelitian terhadap kualitas pelayanan, didapatkan hasil bahwa masyarakat menilai pelayanan bidang pertanahan di Kantor Pertanahan Kodya Jakarta Selatan sudah cukup baik. Hampir sebagian besar indeks kinerja pelayanan menurut respnnden berada pada persentase 80%. Beberapa indikator yang dinilai cukup baik yakni: pertama, indikator aspek reliability tentang petugas yang memiliki keahlian dan pengetahuan yang dapat diandalkan dalam pelayanan (87%) Kedua, indikator tentang pelanggan selama ini tidak menemukan kasalahan dalam pelayanan (86%), Akan tetapi, diketahui masih terdapat keluhan antara harapan dan kenyataan yang dirasakan responden yang diukur melalui indikator-indikator dari kelima dimensi servqual. Dari kelima dimensi tersebut, indikator pada dimensi responsiveness yakni tentang kecepatan dan ketepatan waktu pemerosesan urusan layanan yang diminta masyarakat (78%). Kemudian indikator pada dimensi assurance yakni tentang oknum petugas yang masih mau meminta dan menerima uang suap atau tip dari pelanggan diluar dari tarif resmi (78%).Kesimpulan dari analisis data menunjukkan bahwa menurut pendapat para responden, ternyata secara keseluruhan pelayanan yang diberikan kepada masyarakat pengguna telah cukup baik, sebagaimana yang diharapkan. Hal ini ditunjukkan dengan pendapat responden yang memberikan tingkat penilaian atas kualitas pelayanan diatas 80% terhadap semua indikator dimensi servqual. Hanya ada beberapa penilaian yang masih perlu mendapat perhatian, salah satunya masalah pungutan diluar tarif resmi yang masih dilakukan oleh oknum petugas, walaupun hanya sebagian kecil responden yang mengalaminya. Kemudian dari segi sarana fisik pelayanan, Kantor Pertanahan Kodya Jakarta Selatan sudah cukup baik, karena bertempat dalam ruang pelayanan terpadu milik kantor Walikota Kodya Jakarta Selatan, sehingga dalam hal kordinasi antar instansi yang berkaitan juga lebih memudahkan pelayanan. Selanjutnya masalah sumber daya manusia (SDM) yang betugas baik yang berada di loket pelayanan (Front liner) maupun di ruang kantor (back office), menurut sebagian responden telah cukup memiliki kemampuan dan keahlian yang dapat menunjang dalam pemberian pelayanan yang lebih baik.Agar dapat lebih meningkatkan kualitas pelayanan dan memberikan kepuasan kepada masyarakat pengguna jasa Kantor Pertanahan Kodya Jakarta Selatan, serta berdasarkan temuan dan masukan dari responden, penulis memberikan saran yakni: pertama, program pelayanan khusus yang diadakan Kantor Pertanahan Kodya Jakarta Selatan melalui kerjasama pemerintah Kotamadya Jakarta Selatan, seperti ; adjudikasi APBD dan swadaya, karena relatif murah dan cepat serta dilaksanakan di wilayah kelurahan domisili masyarakat setcmpat. Kedua, untuk lebih mempercepat proses penyelesaian berkas administmsi pertanahan, yang masih dikeluhkan responden karena lewat dari jangka waktu penyelesaian, maka yang dapat dilakukan adalah menyederhanakan hirarki proses administrasi. Ketiga, untuk menekan pungutan liar dilakukan 3 upaya yakni: (a) agar diberikan insentif yang memadai kepada pctugas pelayanan untuk menghindari oknum petugas melakukan pungutan liar. (b) diberikan sanksi yang tegas kepada oknum petugas apabila masih melakukan pungutan liar, baik berupa teguran lisan maupun tertulis, bila perlu dapat dimutasikan hingga dipecat. (c) prosedur dan tarif resmi yang dikenakan terhadap jenis layanan agar dapat diketahui masyarakat melalui media-media inforrnasi seperti: brosur, Ieaflet, spanduk dll.

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The role of land in the development activities is increasingly needed, resulting in its increasing value. The application of land administration and service management, especially the handling of certification on a piece of land often brings with the a comples matters, among other things its service applications in BPN Land Office considered as not too orderly and not too satisfactory for the people at large.

The same thing exists in Land Office of South Jakarta Municipality, having its duties in the field of land matters in the working scope of South Jakarta Municipality. With that large and complex working scope as such, the process in providing services being run by its working units is very much demanded to provided quality services in order to provide satisfaction to the people at large.

On that basis, this research is carried out to measure the perception of the people at large as service users concerning the quality and satisfactory services provided by Land Office of South Jakarta Municipality. The objective of this research is to find out how much the satisfaction of the people at large as users on service quality in the field of land in Land Office of South Jakarta Municipality, whereas the results on the research are expected to be used as inputs for decision makers, particularly in the field of public services.

The theoritical framework in this research consists of theories on the perception ofthe people at large, the goverment as provider of public services, service quality, and the theory of customer satisfaction as well as measurement on customer satisfaction.

The data collecting carried out in this research uses quantitative method, whereas the data collected through questionnaire instrument. The questionnaire distribution is done through accidental sampling technique with the total respondents 100 respondents- The respondents are selected from a number of people who have handled their land administration in Land Office of South Jakarta MUnicipality. This technique is used since there is no sample list. Further the quantative data is presented in the form of tables and percentages, and then to be analyzed by descriptive analysis.

Based on the results of research on service qualities, they results in the finding that the people consider the services in the field of land at Land Office of South Jakarta Municipality have been sufticiently good Almost the majority on the index of service performance according to the respondents exist in 80% percentage. Several indicators considered as sufficiently good are: first, the indicator on reliability aspect on the oflioers in charge having the reliable expertise and knowledge in the services (87%) Second, indicator of customer aspect so far there has not been any mistake in their services (86%) However, it was still found out complaints between the expectations and realities felt by the respondents measured by indicators of those tive servqual dimentions. Of those five dimensions, the indicator on responsiveness dimersion that is on the speed and punctuality of the processing on the services requested by the people at large(78%). Then the indicator on assurance dimension that is on the officer personality still willing and asking for bribes or tips from the customers outside the official determined price (78%)

The conclusions from the data analysis show that in the opinions of respondents, it is found out that the services provided to the people as users have been sufficiently good, as expected. This is shown by respondents? opinion giving their rating valuation on service quality above 80% on all indicator of servqual dimension There are only some valuations that need to be considered, one of them is extra charges outside the official price still done by the officers as parties, even though only a small part of the customers experiencing them. Then from the aspect of phisical facilities on the services, the Land Office of South Jakarta Municipality is sufficiently good, since it is located under one roof? service office belong to the Mayor office of South Jakarta Municipality, thus inter-cordination among the related institutions also has made it easier on the services. Next is the problem of Human Resource (HR) on duty both existing in the service locket (front liner) as well inside the office building (back office), according to part of respondents they already have sufficient ability and expertise that can support in providing better services.

In order to better improve the service quality and providing satisfaction among the people at large as users of the services the Land Office of South Jakarta Municipality, and based on the inputs and Endings from the respondents, the writer provides the following suggestions: first, the special service program held by the Land Ofiice of South Jakarta Municipality through cooperation with the local govemment of South Jakarta Muncipality such as adjudication and self-sufficient, because it is cheaper and quicker. Second, in order to accelerate the land file resolving processes, still complained by the respondents for exceeding the expected date, then the thing to be done is to simplify the administrative processing hirarchy. Third, to supress illegal charges: (a) providing sufficient incentives to service officers to avoid illegal charges. (IJ) giving strict sanction when the officer in change still carrying out illegal charges, both orally and in writing, up to mutation and dischage. (c) the official procedures and pricing incurred to types of services should be known by the people at large through information medias such as brochures, leaflets, billboards, etc."

"Departemen Kelautan dan Perikanan (DKP) merupakan instansi pemerintah yang bertugas mengatur pengelolaan sumberdaya kelautan dan perikanan agar dapat dimanfaatkan secara berkelanjutan demi kesejahteraan masyarakat. Salah satu fungsinya adalah merumuskan kebijakan dalam penyelenggaraan pengawasan dan pengendalian sumberdaya perikanan diantaranya melalui penerapan sistem pemantauan kapal (vessel monitoring system / VMS).Penelitian Analisis Kualitas Pelayanan Pemasangan Transmitter VMS di DKP merupakan penelitian deskriptif yang dilakukan untuk mengetahui seberapa besar tingkat kepuasan pemilik kapal perikanan terhadap kualitas pelayanan pemasangan transmitter VMS oleh Pusat Koordinasi Pengendalian (Puskodal) VMS. Kualitas pelayanan diukur dengan menggunakan dimensi : Tangibility, Reliability, Responsiveness, Assurance dan Empathy. Kualitas pelayanan diukur atas dasar persepsi pemilik kapal perikanan terhadap pelayanan yang telah mereka terima sesuai dengan kenyataan, sedangkan harapan diukur dari anggapan mereka tentang idealnya pelayanan yang diberikan oleh pihak DKP. Tingkat kepuasan diukur dari 125 responden dengan menggunakan model pengukuran Kualitas Jasa SERQUAL. Dimensi-dimensi tersebut dijabarkan dalam 25 indikator variabel berbentuk pernyataan-pernyataan yang tertuang dalam kuisioner.Berdasarkan hasil uji validitas dan realibilitas, dari 25 indikator variabel hanya 22 indikator variabel yang dinyatakan valid dan rileabel untuk dilakukan analisis lebih lanjut. Dari hasil analisis data penelitian menunjukkan bahwa tingkat kepuasan pemilik kapal sebagai penerima layanan pemasangan transmitter VMS saat ini masih belum merasa puas (hanya biasa saja) atas pelayanan yang diberikan. Persentase tingkat kepuasan sebesar 67,38 % yang berarti masih diperlukan peningkatan kualitas pelayanan sebesar 32,62 % . Tingkat pelayanan dari masing-masing dimensi pelayanan adalah : (1)Tangibles (Tampilan Fisik) tingkat pelayanan sebesar 56,16 % (351/625) dan yang diharapkan sebesar 88,96 % (556/625); (2)Realibility (Keandalan) tingkat pelayanan sebesar 59,28% (370,5/625) dan yang diharapkan sebesar 90,36% (564,75/625); (3)Responsiveness (Daya Tanggap) tingkat pelayanan sebesar 59,84% (374/625) dan yang diharapkan sebesar 89,49% (559,33/625); (4)Assurance (Jaminan) tingkat pelayanan sebesar 62,02% (387,6/625) dan yang diharapkan sebesar 91,17% (569,8/625); (5)Empathy (Kepedulian) tingkat pelayanan sebesar 61,52 % (384,5/625) dan yang diharapkan sebesar 88,96 % (551,3/625).

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Ministry of Marine Affairs and Fisheries (MMAF) has authority to manage marine and fisheries resources sustainable for public welfare. One of its function is to formulate the policy on surveillance and control fisheries resources by the implementation of Vessel Monitoring System (VMS).Research on Analysis of Service Quality of VMS Transmitter Installation at MMAF is a descriptive research to measure the level of satisfaction of fishing vessel owners to service quality of VMS installation provided by VMS Centre. The service quality was measured by the tangibility, the reliability, the responsiveness, the assurance, and the empathy dimentions. Service quality was measured from the perception of fishing vessel's owners and the expectation of fishing vessel owners about ideally service given by MMAF. Level of satisfaction was measured of 125 respondents using the measurement of Service Quality (SERQUAL). These dimensions are formulated by using 25 variable indicators described in statements of the questionnaire. Level of satisfaction was analyzed by mode and percentage calculation method, then by factor analysis. Before the analysis of level satisfaction was done, the data obtain had been tested its validity and reliability. It was found that only 22 variable indicators were found valid and reliable for further analysis.The research shows that the fishing vessel owners are not satisfy on the services of VMS installation. The percentage of satisfaction level is 67.38% , that means that the satisfaction level must be increased by 32,60 %. Service level of each dimensions are: (1) The tangibles of service level = 56.16% (351/625) and expectation = 88.96% (556/625); (2) The reliability of service level = 59.28% (370.5/625) and expectation = 90.36% (564.75/625); (3). The responsiveness of service level = 59.84% (374/625) and expectation = 89.49% (559.33/625); (4). The assurance of service level = 62.02% (387.6/625) and expectation = 91.17% (569.8/625); (5). The empathy of service level = 61.52% (384.5/625) and expectation = 88.96% (551.3/625)."