Analysis of Service Quality using Servqual Method and Importance Performance Analysis (IPA) in Population Department, Tomohon City

Abstract

The purpose of this study was to determine the indicators of quality of service that be priority to enhanced by Department of Population, Tomohon in serving the public. In research using Importance Performance Analysis (IPA) to analyze. Type of data used are primary data by giving the questionnaires to the society to obtain or collect data on perceptions and expectations of the society. Perceptions and expectations of the society based on the five dimensions quality of service that is : tangible, reliability, responsiveness, assurance, and empathy. The fifth dimension of this be created some questions tailored to the Likert scale, where questions are asked about the satisfaction of performance were given a choice answers from very satisfied until not satisfied, and the question of the interests were given the answers of customers is very important until not important. Each questions from every dimension the existing, tested by using a validity test using SPSS software and reliability using Cronbach Alpha.