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Analysis of Community Satisfaction Survey Results to Improve the Quality of Service in the Sa'dan District

机译：萨丹地区社区满意度调查结果分析，以提高服务质量

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The purpose of this study was to analyze community satisfaction surveys in Sa’dan District, North Toraja Regency. The method of this research is descriptive research method through a qualitative approach. The sampling technique used was an incidental sampling technique with a sample of 250 people who had received services at the Sa'dan District Office. Data collection techniques used were questionnaires, observation and documentation, while the technique of data analysis used descriptive quantitative.The results showed that out of nine elements of existing services in the district as a whole can be categorized Sa'dan unfavorable. Nine elements of service have two elements in the good category, namely servant competence and servant behavior. The seven elements of the unfavorable category is the service requirements, procedures, time of service, discipline, product specification services, complaint handling, and facilities and infrastructure. Furthermore, the results of these studies followed by Importance Performance Analysis (IPA) diagram to determine the position and priority repairs of each element of the service provided. The results of the IPA diagram show that some things should have top priority in improving services such as: Service Time, Complaint Handling, Facilities and Infrastructure, Service Requirements, Discipline.Other than, there are two services that need to be maintained, namely Implementing Behavior and Waiter Competence, and services that are considered to have a low priority for improvement are elements of Product Service Specifications, Service Procedures.
机译：这项研究的目的是分析北Toraja摄政区萨丹地区的社区满意度调查。本研究的方法是定性的描述性研究方法。所使用的采样技术是附带采样技术，其中有250人在萨丹民政事务处获得服务。所使用的数据收集技术包括问卷，观察和记录，而数据分析技术则使用描述性定量分析。结果表明，该地区整体现有服务的九个要素中，萨丹可归为不利。服务的九个要素在良好类别中具有两个要素，即仆人能力和仆人行为。不利类别的七个要素是服务要求，过程，服务时间，纪律，产品规格服务，投诉处理以及设施和基础设施。此外，这些研究的结果随后是重要性绩效分析（IPA）图，以确定所提供服务的每个元素的位置和优先维修。 IPA图的结果表明，在改善服务方面应优先考虑一些事情，例如：服务时间，投诉处理，设施和基础设施，服务要求，纪律等，除此之外，还需要维护两项服务，即实施行为和服务员能力以及被认为具有较低改进优先级的服务是产品服务规格，服务程序的要素。

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