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Analisis Strategi Peningkatan Kualitas Pelayanan Plut (Pusat Layanan Usaha Terpadu)Provinsi Riau Terhadap Umkm Kota Pekanbaru

This study aims to determine the Satisfaction Index of the assistance services provided by CIS (Center for Integrated Services) of Riau Province, then to find out strategies to improve the quality of service of CIS Riau Province against MSMEs (Micro, Small and Medium Enterprises) in Pekanbaru City. The population in this study included all Pekanbaru MSMEs that were actively registered as fostered partners of CIS Riau Province, amounting to 379 MSMEs. The number of samples in this study were 42 respondents using Purposive Sampling techniques based on certain criteria. Primary data was collected by questionnaire as an instrument to prove the results of the study. This research is descriptive qualitative and uses analytical methods in the form of CSS (Community Satisfaction Survey) and IPA (Importance Performance Analysis).
The results showed that the overall satisfaction index of the mentoring services provided by CIS Riau Province was "Satisfying" based on the results of calculations from the CSS method with a value of 79.42 and "Very Satisfying" based on the calculation results from the IPA method with a value of 100.57% . Then, the strategy to improve the quality service of CIS Riau Province is prioritized to the 7 indicators as follows: Systems, mechanisms and procedures (CSS-U2); Settlement time (CSS-U3); Implementing Behavior (CSS-U7); Appearance of officers in conducting services (IPA-Indicator 1); Ability to use service aids (IPA-Indicator 8); Guaranteed mastery of knowledge (Science-Indicator 14); Serve with a friendly attitude and courtesy (IPA-Indicator 16).
Keywords: Strategy, Service Quality, CIS

Ketersediaan
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Perpustakaan Universitas Riau 02 02. 119 (0095)
02 02. 119 (0095)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
02 02. 119 (0095)
Penerbit
Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen.,
Deskripsi Fisik
vi, 71 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
02 02. 119 (0095)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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