Analisis Tingkat Kepuasan Pelanggan Terhadap Kualitas Pelayanan Badan Usaha Milik Desa (BUMDES) Andesman Di Desa Mandasip Kecamatan Simangambat Kabupaten Padang Lawas Utara Provinsi Sumatra Utara

Daena Manja Hasibuan, Siti (2022) Analisis Tingkat Kepuasan Pelanggan Terhadap Kualitas Pelayanan Badan Usaha Milik Desa (BUMDES) Andesman Di Desa Mandasip Kecamatan Simangambat Kabupaten Padang Lawas Utara Provinsi Sumatra Utara. Other thesis, Universitas Islam Riau.

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Abstract

Village Owned Enterprises (BUMDes) are village business institutions managed by the community and village government in an effort to strengthen the village economy and are formed based on the needs and potential of the village. This study aims to: 1) determine the characteristics of the management, customers and profiles of Andesman BUMDes, 2) find out how the management of Andesman BUMDes is managed, 3) analyze the level of customer satisfaction with the quality of service provided by Andesman BUMDes. This research was carried out in Andesman BUMDes located in Mnadasip Village, Simangambat District, North Padang Lawas Regency, North Sumatra Province, from July 2022 to December 2022. This study used a survey method, with the selection of administrator being taken by census as many as 6 people and customers carried out simply rendom sampling as many as 32 customers spread over 4 villages around the Andesman BUMDes. The results of the research on the characteristics of Andesman BUMDes respondents are the average age of the management is 38,50 years old, the customer is 39,97 years old. The education level of the management is 12,17 years (SMA) and the customer is 9,42 years (SMP). The number of dependents of the management family is 3,17 people, customers are 4 people. 4,50 years management experience and 4,66 years customer experience. The Andesman BUMDes profile includes history which was established in 2017, aims and objectives to increase village community income and village original income, annual member meetings (rat) which are held once a year, organizational structure namely advisors, supervisors, directors, secretaries, treasurers and heads business unit, line of business of refill drinking water depot r.o. The results of management research applied by BUMDes Andesman which include planning, organizing, supervising and evaluating work. The results of the IPA analysis using the 5 dimensions of tangible, reliability, responsiveness, assurance, empathy show that the avarage importance level is 3.54 and the perpormance level is 3.57. The results of the calculation of the CSI analysis based on the 5 dimensions of tangible, reliability, responsiveness, assurance, empathy found the value of the Weight Score (WS) to be 71,57%, which means that when viewed from the satisfaction index criteria it is included in the satisfaction criteria. In the calculation results found in SERVQUAL by comparing the average level of expectation and the average level of performance in the 5 dimensions of tangible, reliability, responsiveness, assurance, empathy, the average level of expectation is 3,32 performance level is 3,57 and gap 0,25 which means that customers are satisfied with the services provided by BUMDes Andesman.

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