Analisis Tingkat Kepuasan Pelanggan Terhadap Kualitas Pelayanan Badan Usaha Milik Desa (BUMDES) Usaha Mulya Kecamatan Batang Cenaku Kabupaten Indragiri Hulu Provinsi Riau

Priyono, Heri (2019) Analisis Tingkat Kepuasan Pelanggan Terhadap Kualitas Pelayanan Badan Usaha Milik Desa (BUMDES) Usaha Mulya Kecamatan Batang Cenaku Kabupaten Indragiri Hulu Provinsi Riau. Other thesis, Universitas Islam Riau.

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Abstract

Under the guidance of Dr. Ir. Up. Ismail, M. Agr As Advisor I and Mr. Heriyanto, Sp. M. Si As Advisor II. Customer satisfaction is a very important part of the sustainability of BUMDes businesses, so satisfaction with the services provided by BUMDes needs to be examined. This study aims to analyze: Characteristics of BUMDes Usaha Mulya customers Talang Mulya Village, Indragiri Hulu Regency, and the level of customer satisfaction with the services provided by BUMDes Usaha Mulya. This research uses survey method to map case studies in BUMDes Usaha Mulya, Btang Cenaku District, Indragiri Hulu Regency. Samples were taken as many as 48 BUMDes Usaha Mulya customers who were taken intentionally (purposive). Analysis of customer characteristics using descriptive qualitative analysis and IPA, CSI, SERVQUAL analysis. The results showed that BUMDes Usaha Mulya customers are classified as productive age with an average age (41) years. The level of education is classified as secondary, namely junior high school with an average length of education (8) years. Generally, male sex (64.58%). The average number of family dependents (4) lives. Types of work on average work as farmers (41.67%). The results of the IPA analysis show that customers consider the Tangible dimension to be the most expected or prioritized dimension by BUMDes Usaha Mulya customers. The level of performance that is best felt by customers is the Reliabilty dimension. CSI calculation results on 5 dimensions show the level of customer satisfaction is (80.98%), meaning that overall BUMDes Usaha Mulya customers are satisfied with the services provided by BUMDes Usaha Mulya. The SERVQUAL analysis shows that the best dimension performance and customer expectation is the Emphaty dimension with a positive GAP value (0.36) and the dimension whose performance is still considered less by the customer, namely the Tangible dimension with a gap value of (0.13). BUMDes should maintain performance indicators on each dimension of service that are considered satisfactory by customers. In addition, the BUMDes should also continue to improve performance and service so that customer satisfaction remains fulfilled.

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