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"Peranan transportasi laut sangat dominan dalam memperlancar arus barang dan manusia, oleh karena itu keseimbangan penyediaan sarana dan prasarana transportasi laut harus dapat mengatasi kebutuhan permintaan akan jasa transportasi laut secara efektif dan efisien dalam memberikan pelayanan prima kepada publik / masyarakat pengguna jasa tersebut. Tuntutan terhadap jasa transportasi laut yang cepat, tepat, aman dan nyaman, teratur dan terjangkau oleh para pengguna jasa semakin meningkat namun pemberian pelayanan yang prima dari aparat yang bekerja di lapangan atau tertib pelayanan perhubungan kurang dilaksanakan dengan rasa tanggung jawab yang penuh. Sedangkan bagi publik / masyarakat pengguna jasa kurang merasakan/tersentuh atas pelayanan yang diberikan. Kondisis ini tidak dapat dibiarkan demikian saja, pemerintah dalam hal ini perlu segera membenahi permasalahan yang ditemui di lapangan dan menegembalikan apa yang menjadi Visi dan Misi Pelni yang sesungguhnya bukan hanya bentuk kiasan / slogan saja. Visi Pelni adalah menjadi perusahaan yang tangguh dengan jaringan internasional sedangkan Misinya adalah mengelola dan mengembangkan angkutan laut untuk menunjang terwujudnya wawasan nusantara dan meningkatkan kontribusi pendapatan bagi negara.Permasalahan dalam penelitian ini yaitu sumbangan PT.Pelni dalam membangun ketahanan nasional rute Tanjung Priok-Belawan, dari permasalahan tersebut diturunkan dalam pertanyaan penelitian sebagai berikut : 1. Bagaimana manfaat dan kondisi pelayanan Pelni rute Tanjung Priok-Belawan. 2. Faktor-faktor apa yang mempengaruhi sumbangan PT.Pelni terhadap ketahanan nasional. 3. Alternatif apa yang diambil PT. Pelni dalam membangun ketahanan nasional.Selanjutnya tujuan dari penelitian ini adalah : 1. Menganalisis manfaat serta pelayanan PT. Pelni rute Tanjung Priok - Belawan. 2. Menentukan bobot pengaruh factor-faktor dalam mengukur sumbangan PT. Pelni dalam membangun ketahanan nasional. 3. Atas dasar pertimbangan penduduk, manajemen, material, pemeliharaan dan perusahaan pemasuk akan diukur alternatif pilihan: Angkutan penumpang , Angkutan Barang dan kombinasi angkutan penumpang dan barang.Metode yang digunakan dan hasil penemuan penelitian :Metode penelitian untuk menjawab permasalahan pertama digunakan analisis deskriptif kualitatif yang dilengkapi dengan data dalam bentuk tabel yang menggunakan presentase, dan permasalahan dua dan tiga menggunakan Analytical Hierarchy Process (AHP) dari Thomas Saaty yaitu suatu metode yang menentukan faktor-faktor dan bobot masing-masing faktor yang mempengaruhi dalam membangun ketahanan nasional serta menentukan pilihan angkutan mana yang akan dipilih oleh Pelni.1. Tujuan penelitian nomor 1 diperoleh kesimpulan bahwa angkutan laut Pelni dirasakan oleh masyarakat manfaatnya khususnya rute Tanjung Priok- Belawan karena dapat mempermudah masyarakat dalam melakukan kegiatan usaha yang sesuai pendapat responden sebanyak 83 %, masyarakat dapat dengan mudah mengunjungi keluarga dengan pendapat responden sebanyak 100%. Kemudian bermanfaat dalam meningkatkan pendidikan sesuai pendapat responden sebanyak 90% serta bermanfaat dalam melakukan silaturahmi sesuai pendapat responden sebanyak 57 %. Namun pelayanan Pelni dirasakan kurang oleh penumpang yaitu antara lain kurang nyamannya penumpang akibat dari banyak kecoak yang berkeliaran sampai ketempat tidur, ketempat masak dan AC di kelas ekonomi kurang baik sebagaimana pendapat responden sebanyak 58 % menyatakan tidak nyaman dan penumpang kelas ekonomi tidur di bawah-bawah tangga serta di anjungan dan merokok di mana-mana tanpa melihat larangan merokok yang dapat membahayakan penumpang maupun para ABK. Pendapat responden sebanyak 56 % menyatakan ongkos masih terjangkau.Tujuan penelitian nomor 2 diperoleh kesimpulan bahwa: Menghasilkan bobot prioritas yang mesti diimplementasikan dalam kinerja Pelni yaitu kriteria yang memiliki bobot yang lebih besar adalah faktor penduduk dengan pembobotan dari hasil pengukuran tersebut sebesar 35,3 % , faktor manajemen dengan bobot 25,2 % , pemeliharaan dengan bobot 19,4 %, Perusahaan Pemasok dengan bobot 10,1 % dan Material dengan bobot 10 %.Selanjutnya dari hasil print out sebagai hasil sintesis secara keseluruhan dengan mempertimbangkan faktor-faktor dan sub kriteria sub kriteria yang dapat disimpulkan bahwa prioritas utama pilihan dari Pelni adalah pada angkutan penumpang sebesar 52,3 %, kemudian prioritas kedua adalah kombinasi angkutan penumpang dan barang sebanyak 28,8 % dan prioritas ketiga atau terakhir adalah angkutan barang sebanyak 8,8 %.

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Sea transportation plays a very dominant role in smoothing flow of goods and passengers; therefore, balanced provision of sea transportation facilities and infrastructures should be able to meet the demand for sea transportation services effectively and efficiently in providing maximum services to the service users. The demand for fast, proper, safe, convenient, orderly, and affordable sea transportation services by the service users is considerably increasing, but the provision there of by the apparatuses working in the field, or transportation services, are not implemented with full sense of responsibility. On the other hand, services users are not satisfied with the given services. This condition cannot be taken for granted. In this case, the government needs to immediately rectify the problems found in the field and to restore what becomes Pelni's Vision and Mission that are not simply slogans. Pelni's Vision is to become a robust company with international networks, while its mission is to manage and develop sea transportation in support of the achievement of wawasan nusantara (nation?s insight) and to improve contribution to the state revenues.The question asked in this study was how were PT Pelni's contributions in developing the national resilience on the rote of Tanjung Priok- Belawan, from which the following subsidiary questions were derived1. How were the benefits and conditions of services?2. What factors did affect PT. Pelni's contribution to the national resilience?3. What alternative did PT. Pelni take in developing the national resilience?Further, this study had the following objectives:1. To analyze the benefits and conditions of services.2. To determine the extents of the affecting factors in measuring PT. Pelni's contribution to developing the national resilience.3. With due consideration of population, management, material, maintenance and Supplier Company, alternative option would be measured: passenger transportation, goods transportation and combined passenger and goods transportation.Methods used and research outcome:Research method used to answer the first subsidiary question was qualitative-descriptive analysis, complete with data in the form of tables using percentage, while that for the second and the third subsidiary questions was Analytical Hierarchy Process (AHP) from Thomas Saaty, i.e. a method determining factors and value of each factor affecting the development of the national resilience as well as the mode of transportation to be used by Pelni.1. Objective No. 1 returned conclusion that Pelni provided sea transportation would benefit the public, particularly on the route of Tanjung Priok - Belawan, because it would ease the public in conducting business activities (83 % of total respondents), the public could easily visit their families (100 % of total respondents), it would help improve education (90 % of total respondents), and it would help public maintain bonds of relationship (57 % of total respondents). Pelni's services did not satisfy the passengers because, among other things, lack of convenience due to cockroaches being seen everywhere - even at sleeping and cooking areas, air conditioners at economic class were less good as 68 % of total respondents said they were not comfortable, and economic class passengers were sleeping below stairs and at ship's bridge, passengers were seen smoking not observing no smoking signs and this could endanger passengers and ship crews. 56 % of total respondents said that the fares were affordable.2. Objective No. 2 returned conclusion that : producing values of priority that should be implemented in Pelni's performance, i.e. the criteria having higher value were population factor with value from said measuring being 35.3%, management factor with value of 25.2%, maintenance with value of 19.4%, supplier Company with value of 10.1%, and material with value of 10%.3. Further, from the outcome of print out as a result of overall synthesis with due consideration of the factors and sub-criteria, it can be concluded that priority options for Pelni are passenger transportation being 52.3%, combined passenger and goods transportation being 28.8% and goods transportation being 8.8%, as first, second and third priorities respectively."

"Penelitian mengenai Pengujian Model Nilai-Harapan Kepuasan terhadap Penggunaan Media bertujuan: untuk mengetahui deskripsi aspek demografi dari responden, motivasi menonton siaran televisi, frekuensi menonton siaran televisi, lama menonton siaran televisi, tingkat kepuasan yang diperoleh responden sebagai upaya pemenuhan kebutuhan mereka, serta untuk mengetahui apakah model yang dibangun sesuai dengan urutan tahapan model Nilai-Harapan Kepuasan terhadap Penggunaan Media. Metode yang digunakan dalam penelitian ini adalah metade survei dengan type penelitian explanatory. Populasi adalah remaja dan orang dewasa di perkotaan dan pedesaan. Lokasi penelitian ini adalah Kotamadya Makassar dan Kabupaten Soppeng, Propinsi Sulawesi Selatan. Penarikan sampel menggunakan "Multistage Stratified Random Sampling?, dengan jumlah sampel sebanyak 440 rumah tangga (400 orang). Data dianalisis dengan menggunakan Path Analysis for Window Release 8.01. Hasil penelitian menunjukkan bahwa terdapat perbedaan yang signifikan pada kelompok responden antara usia dengan GS, Sedang antara usia dengan GO tidak menunjukkan adanya pengaruh yang nyata. Antara pendidikan dengan GS maupun GO memperlihatkan pengaruh yang signifikan. Demikian pula antara penghasilan dengan GS maupun GO juga menunjukkan pengaruh yang signifikan. Motivasi Remaja Desa dalam menonton siran televisi menunjukkan bahwa lebih separuh dari jumlah mereka menganggap dimensi Pengetahuan penting, sedang dimensi-dimensi lainnya dianggap biasa-biasa saja. Demikian pula motivasi Dewasa Desa, Remaja Kota, dan Dewasa Kota memperlihatkan bahwa sebagian besar dari mereka menganggap dimensi-dimensi yang diukur biasa-biasa saja bagi mereka. Hal tersebut dapat dimengerti karena mereka pada umumnya memiliki media alternatif untuk memenuhi kebutuhannya. Frekuensi menonton siran televisi (hari/minggu) secara berurut dari tertinggi hingga terendah adalah: Remaja Desa, Dewasa Kota, Remaja Kota, dan Dewasa Desa. Sedang lama waktu menonton siran televisi (jam/hari) pada hari-hari biasa / hari-hari kerja berurut dari tertinggi sampai terendah adalah: Remaja Desa, Remaja Kota, Dewasa Desa, dan Dewasa Kota. Semua kelompok responden mengalami kenaikan jumlah jam menonton siaran televisi pada hari-hari libur, kecuali Remaja Desa. Kepuasan yang diperoleh responden dalam menonton siaran televisi adalah: terdapat perbedaan yang nyata (signifikan) antara Remaja Desa dengan Remaja Kota, antara Remaja Desa dengan Dewasa Desa, antara Remaja Kota dengan Dewasa Kota, dan antara Dewasa Desa dengan Dewasa Kota. Untuk pengujian model Nilai - Harapan Kepuasan terhadap Penggunaan Media, dalam penelitian ini dibangun 10 model. Dan pengolahan data secara statistik dengan menggunakan Path Analysis diperoleh hasil bahwa dari 10 model yang dibangun tersebut hanya 2 model yang sejalan dengan urutan tahapan model Nilai - Harapan yang diuji, yaitu: model Gabungan Kota dan Desa , dan model Gabungan Kota dan Desa yang memasukkan variabel demografi. Sedang 8 model lainnya merupakan model baru (tidak sejalan) dengan model Nilai - Harapan yang diuji. Delapan model tersebut adalah: model Perkotaan, model Pedesaan, model Perkotaan yang memasukkan variabel demografi, model Pedesaan yang memasukkan variabel demografi, model remaja Kota, model Dewasa Kota, model Remaja Desa, dan model Dewasa Desa. Penerapan model Nilai - Harapan Kepuasan terhadap Penggunaan Media hanya dapat diterapkan bilamana sampel yang diambil terdiri atas remaja dan orang dewasa di perkotaan dan Pedesaan digabungkan. Dalam penelitian model tersebut hendaknya dimasukkan variabel selain media televisi, juga media elektronik lainnya, media cetak, media antar pribadi, dan media kelompok/organisasi, sebab kesemua jenis media tersebut sangat berpengaruh dalam GS, MC dan GO, yang sekaligus mempengaruhi tingkat ketepatan model yang dibangun (Goodness of Fit Index).

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Testing on Models of Gratification Expectation-Value toward The Use of MediaThe research aimed to discover the description of demography aspects of respondent, motivation to watch television programs, the frequency, the duration, the gratification level obtained by respondent as an effort to meet their need, and the agreement between the models established and the sequence level of gratification Expectation-Value models of using of media. The method applied was survey and the research type was explanatory. The population taken were adolescence and adult in towns and rural. The locations taken were Makassar municipality and Soppeng regency of South Sulawesi province. The sample was drawn by employing Multistage Stratified Random Sampling method. The amount of the sample was 400 households (400 peoples). Data was analyzed using Path Analysis for Windows 8.01. Research result showed that there were significant different between respondent group on age and gratification sought (GS) whereas between age and gratification obtained (GO) did not indicate a significant effect. There was a significant effect between income and GS as well as GO. Motivation of rural adolescence in watching television program showed that more than a half of the sample population considered the importance of knowledge dimension. Hence other dimensions were judged as usual and so rural adult, town adolescence, and town adult thought of that. This condition could be understood since they generally had alternative media to fulfill their need. Sequentially from the highest to the lowest, the frequency to watch television (day/week) was rural adolescence, town adult, town adolescence, and rural adult. Whereas everyday duration to watch television (hour/day) was rural adolescence, town adolescence, rural adult, and town adult. All respondent groups experienced increasing the number of hour in watching television program on free days except rural adolescence. Gratification obtained by respondent in watching television was significant difference between rural adolescence and town adolescence, rural adolescence and rural adult, town adolescence and adult adolescence, and rural adolescence and town adult. For the testing on models of gratification expectation-value toward the use of media as much as 10 models was established. Based on statistic analysis using path analysis, it was only 2 models in accordance with the sequence of steps of expectation-value model tested namely joining model of town and rural, and that for town and rural involving demography variable. Another 8 models were new models that were not in accordance with the expectation-value model studied. They were town model, rural model, town model involving demography variable, rural model involving demography variable, town adolescence model, town adult model, rural adolescence model, and rural adult model. The application of models of gratification expectation-value toward the use of media could only be addressed if the sample used covered the combination of adolescence and adult in town and rural. In the models studied, other variables besides television should be included such as electronic media, printed media, inter-personal media, and group or organization media as all the media are extremely influence to GS, MC, and GO as well as the level of model-accuracy built (Goodness of Fit Index).;Testing on Models of Gratification Expectation-Value toward The Use of MediaThe research aimed to discover the description of demography aspects of respondent, motivation to watch television programs, the frequency, the duration, the gratification level obtained by respondent as an effort to meet their need, and the agreement between the models established and the sequence level of gratification Expectation-Value models of using of media. The method applied was survey and the research type was explanatory. The population taken were adolescence and adult in towns and rural. The locations taken were Makassar municipality and Soppeng regency of South Sulawesi province. The sample was drawn by employing Multistage Stratified Random Sampling method. The amount of the sample was 400 households (400 peoples). Data was analyzed using Path Analysis for Windows 8.01. Research result showed that there were significant different between respondent group on age and gratification sought (GS) whereas between age and gratification obtained (GO) did not indicate a significant effect. There was a significant effect between income and GS as well as GO. Motivation of rural adolescence in watching television program showed that more than a half of the sample population considered the importance of knowledge dimension. Hence other dimensions were judged as usual and so rural adult, town adolescence, and town adult thought of that. This condition could be understood since they generally had alternative media to fulfill their need. Sequentially from the highest to the lowest, the frequency to watch television (day/week) was rural adolescence, town adult, town adolescence, and rural adult. Whereas everyday duration to watch television (hour/day) was rural adolescence, town adolescence, rural adult, and town adult. All respondent groups experienced increasing the number of hour in watching television program on free days except rural adolescence. Gratification obtained by respondent in watching television was significant difference between rural adolescence and town adolescence, rural adolescence and rural adult, town adolescence and adult adolescence, and rural adolescence and town adult. For the testing on models of gratification expectation-value toward the use of media as much as 10 models was established. Based on statistic analysis using path analysis, it was only 2 models in accordance with the sequence of steps of expectation-value model tested namely joining model of town and rural, and that for town and rural involving demography variable. Another 8 models were new models that were not in accordance with the expectation-value model studied. They were town model, rural model, town model involving demography variable, rural model involving demography variable, town adolescence model, town adult model, rural adolescence model, and rural adult model. The application of models of gratification expectation-value toward the use of media could only be addressed if the sample used covered the combination of adolescence and adult in town and rural. In the models studied, other variables besides television should be included such as electronic media, printed media, inter-personal media, and group or organization media as all the media are extremely influence to GS, MC, and GO as well as the level of model-accuracy built (Goodness of Fit Index)."

"This research has a purpose to provide empirical evident about factors that influence the accounting sofware satisfaction. the examined factors on this research are compatibility,faccilities,price, memory,reability,reporting capacity, and application funtionality.Samples of this research consist of 24 staff and 17 manager of companies in Surabaya.Before the appropriate regressionmodels were selected multicollinearty was diagnostically tested. The statistical method used to test on the reserach hypothesis is multivariate regression.The result shows that compabilility in the only significant variable that affect user satisfaction of accountingsofware,further,whwn the regression test were seperately conducted on the staff group and the manager group,satisfaction of the two groups is affec by different factors. To the staff group ,compability in the only significant varaiable that affect user satisfaction of accounting sofware,. where as,to the managers,price and reporting capacity are the significant variable that affect of accounting sofware.This result indicate that user satisfaction of accounting may not be generalized between manager and staff members"

"Skripsi ini membahas tentang kepuasan pemustaka. Tujuan penelitian ini untuk mengetahui kepuasan pemustaka terhadap layanan, terhadap koleksi, terhadap pustakawan dan terhadap sarana dan prasarana. Di samping itu juga inginmengetahui hambatan dan saran. Hasil penelitian ini kepuasan pemustaka terhadap layanan pada tingkat puas dengan skor 4,61. Kepuasan pemustaka terhadap koleksi pada tingkat puas dengan skor 3,84. Kepuasan pemustaka terhadap pustakawan pada tingkat puas dengan skor 3,96. Kepuasan pemustaka terhadap pada tingkat puas dengan skor 3,96. Secara keseluruhan kepuasan pemustaka terhadap perpustakaan umum Jakarta barat ada tingkat puas dengan skor 3,81.Dan hambatan dan saran yang diberikan oleh pemustaka adalah masalah jaringan internet.

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This undergraduate thesis is studying about user satisfaction. The purpose of this study to determine the satisfaction user of service, to the collection, to librarians, and to facilities and infrastructure. And want to know the obstacles and suggestion provided user. The research is quantitative case studies. The results of this study was user satisfaction of the service at the level of satisfied with a score of 4,61, user satisfaction of the collection at the level of satisfied with a score of 3,84, user satisfaction of the librarians at the level of satisfied with a score of 3,96, user satisfaction of the facilities and infrastructure at the level of satisfied with a score 3,96. The study concluded there is an user satisfied in library service. Obstacles and recommended provided by user is internet network."

"ABSTRAKThe purpose of this study is to examine the information system (IS) success of the accounting software based on the user perception. The model used to examine the IS success is the modified IS success model of Seddon (1997). The model employed in this study is applied on data collected through 204 questionnaires distributed to the users of accounting software who work at the variety of companies in Indonesia. In examining the model, we employ the Structural Equation Model (SEM) with the use of LISREL 8. 72 softare. The results of the study show that system qualitysignificantly affects the perceived usefulness and the user satisfaction. Furthermore,the results show that informqtion quality significantly ajjects the perceived usefulnessand user satisfaction. On the other hand, the study finds that user satisfaction doesnot affect the system use."

"Skripsi ini membahas pemanfaatan koleksi hasil produk alih media di Perpustakaan Nasional Republik Indonesia. Tujuannya adalah mengidentifikasi pemanfaatan koleksi, menganalisis ketersediaan koleksi dan menjelaskan hambatan yang dialami dalam memanfaatkan koleksi tersebut. Penelitian ini adalah penelitian kuantitatif dengan desain deskriptif menggunakan teori kepuasan pengguna (end-user computing satisfaction (EUCS)). Penyebaran kuesioner dilakukan dengan mendatangi ruangan koleksi audio visual Perpustakaan Nasional Republik Indonesia. Berdasarkan hasil penelitian yang telah dilakukan dapat diketahui bahwa koleksi digital di Perpustakaan Nasional Republik Indonesia telah dimanfaatkan secara efektif dan informasi sesuai dengan kebutuhan pemustaka. Namun, pemustaka tetap masih menemukan hambatan dalam menggunakan koleksi digital dilihat dari aspek isi, dan kemudahan ketika melakukan kegiatan penelusuran. Hasil penelitian ini menyarankan bahwa Perpustakaan Nasional Republik Indonesia perlu memberikan sosialisasi/promosi terhadap koleksi yang telah dialih mediakan, memberikan layanan koleksi digital yang sesuai dengan permintaan pengguna, dan melakukan evaluasi terhadap pemanfaatan koleksi digital agar mengetahui tingkat kepuasan pengguna perpustakaan selain menggunakan koleksi cetak.

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This research is focused on the utilization of collections from digitized products in the National Library of Indonesia. The aim of this research is to identify utilization of current collections, analyzing the availability of collection and explains the constraints experienced in the use of the collection. This research is a quantitative research using descriptive design, using the theory of user satisfaction (end-user computing satisfaction (EUCS)). Questionnaires were distributed by visiting the audio-visual room in National Library of Indonesia collection. Based on this research, which has been conducted in 2 weeks, it can be concluded that the digital collections at the National Library of Indonesia has been effectively used and information is convenient according to user needs. However, users still find obstacles in using digital collections from the aspect of content and easiness when conducting a searches. The results of this study suggest that the National Library of Indonesia should provide socialization/promotion of the collections which have been digitized, providing digital collections that match the user's request, and evaluate the utilization of digital collections in order to find out how the level of satisfaction of library users in addition to using printed collection.

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"Abstract. Achieving excellent quality academic and administrative services is one of the efforts of the Indonesia University of Education (UPI) in building its Academic Information System (SIAK) under UPI Directorate of Information and Communication that was established on 6 July 2007. The use of Information and Communication Technology (TIK) for a system of information and academic services in higher education institution is an urgent necessity to increase the reputation of higher education institution both nationally and globally. This research aims to discover the relation, influences and analyzes the quality of academic information system quality toward user satisfaction in the Indonesia University of Education. The research use Gap Analysis and Structural Equation Model (SEM). Gap analysis results show a gap between performance and user expectation but average result of user satisfaction variable shows that respondents are satisfied with the academic information system implementation. SEM analysis result show that all research variables and indicators have significant relations, also that the academic information system quality (system quality, information quality and service quality (toward user satisfaction has a significant impact. Research discovery shows the necessity of periodical evaluation by the academic information system administrator with user participation, to ensure users need fulfillment. Abstrak. Pencapaian pelayanan akademik dan tata kelola yang berkualitas salah satu upaya Universitas Pendidikan Indonesia (UPI) membangun Sistem Informasi Akademik (SIAK) yang berada pada Direktorat Teknologi Informasi dan Komunikasi UPI yang didirikan pada tanggal 6 Juli 2007. Pemanfaatan Teknologi Informasi dan Komunikasi (TIK) menjadi sistem informasi pada layanan akademik di peguruan tinggi menjadi kebutuhan yang sangat penting untuk meningkatkan reputasi perguruan tinggi baik di dalam negeri maupun global. Penelitian ini bertujuan untuk mencari hubungan, pengaruh dan menganalisa kualitas sistem informasi akademik terhadap kepuasan pengguna di Universitas Pendidikan Indonesia. Analisis yang digunakan adalah analisis Gap dan Structural Equation Model (SEM). Hasil anilisis Gap menunjukan masih terdapat kesenjanganantara kinerja dengan harapan pengguna tetapi hasil dari nilai rata-rata variabel kepuasan pengguna menunjukan bahwa responden merasa puas dengan implementasi sistem informasi akademik. Hasil analisis SEM menunjukan bahwa semua variabel dan indikator yang diteliti memiliki hubungan yang signifikan, begitu juga pengaruh dari kualitas sistem informasi akademik (kualitas sitem, kualitas informasi dan kualitas layanan) terhadap kepuasan pengguna memiliki pengaruh yang cukup besar. Temuan penelitian menunjukan perlu evaluasi secara berkala dari pengelola sistem informasi akademik dengan melibatkan pengguna, agar dapat memastikan bahwa kebutuhan pengguna terpenuhi."

"ABSTRAKMemasuki era baru, dimana masyarakat jauh lebih kritis menuntut penerapan prinsip-prinsip tata kepemerintahan yang baik, maka pemerintah perlu melakukan langkah-langkah perbaikan yang konsisten dalam pelayanan publik melalui peningkatan kualitas aparatur pemerintah dan regulasi kebijakan di bidang pelayanan umum, seperti halnya sistem penanganan pengaduan pelayanan publik. Penelitian ini membahas mengenai tingkat kepuasan pengguna Qlue atas pengananan pengaduan pelayanan publik. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data melalui penyebaran kuesioner yang didukung dengan wawancara mendalam dengan informan, serta studi dokumentasi. Penelitian ini menggunakan prinsip-prinsip pada ISO 10002:2014, karena merupakan best practice terkait dengan penanganan pengaduan yang dibangun atas dasar prinsip-prinsip yang relevan dengan permasalahan yang terjadi sehari-hari di Ibu Kota Jakarta. Selain itu, standar ini berlaku generik yang berarti dapat diadopsi oleh instansi pemerintahan. Dan yang terakhir, manajemen pengaduan dengan ISO 10002:2014 menawarkan dua tujuan dasar, yaitu memuaskan pengguna dan peningkatan kinerja organisasi. Hasil penelitian menunjukan bahwa tingkat kepuasan pengguna Qlue terhadap penanganan pengaduan sudah tinggi, namun terdapat 2 dimensi yang perlu diberi perhatian lebih, yakni peningkatan berkelanjutan dan responsivitas.

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ABSTRACTIn the new era, where society is much more critical of demanding the implementation of good governance principles, the government needs to take consistent improvement measures in public services through improving the quality of government apparatus and policy regulation in the field of public services, as well as complaint handling systems public service. This study discusses the level of user satisfaction of Qlue Application over public service complaints. This study uses quantitative approach with data collection techniques through questionnaires distribution supported by in depth interviews with informants, and literature studies. This research uses the principles in ISO 10002 2014, because it is the best practice related to the handling of complaints that are built on the principles that are relevant to the problems that occur everyday in the capital city of Jakarta. In addition, this standard applies generically which means it can be adopted by government agencies. Last but not least, complaint handling with ISO 10002 2014 offers two basic purposes users satisfaction and improving organizational performance. The results show that Qlue user satisfaction level on complaint handling is high, but there are 2 dimensions that need to be given more attention, that is continuous improvement and responsiveness."

"Perpustakaan KRB merupakan tempat penyimpanan informasi kelembagaan (local content) berbagai publikasi kebun raya dalam bentuk buku dan jurnal. Publikasi tersebut perlu diinformasikan kepada masyarakat. Untuk mengetahui kepuasan pemustaka dalam mendapatkan informasi tentang perkebunrayaan, Unit Perpustakaan menyebarkan kuesioner kepada para pemustakanya dari bulan Januari - Desember 2012. Dari 150 kuesioner yang telah disebarkan terkumpul 120 kuesioner. Kuesioner yang terkumpul kemudian diolah, ditabulasi dan dianalisis. Responden yang menyatakan baik tentang fasilitas dan kenyamanan ruang sebanyak 76 persen. Hal ini dimungkinkan karena sarana dan prasarana yang telah tersedia sudah cukup memenuhi keinginan pemustaka. Sebanyak 69 persen dari total responden sudah dapat menggunakan buku tamu elektronik dengan mudah. Responden yang menyatakan jam kunjungan baik sebanyak 73 persen, artinya jam kunjungan sudah sesuai dengan harapan pemustaka Perpustakaan. Pemustaka yang menyatakan bahwa koleksi perpustakaan kurang sebanyak 18 orang, Hal ini dikarenakan pada tahun 2011-2012, Perpustakaan tidak memiliki dana untuk pembelian buku luar negeri. Responden yang menyatakan layanan staf perpustakaan kepada pemustaka baik berjumlah 85 orang, yang menyatakan istimewa 30 orang. Dari hasil analisis kepuasan pemustaka di atas maka dapat disimpulkan bahwa, secara umum pemustaka merasa puas dengan layanan Perpustakaan KRB. Namun masih perlu ditingkatkan jumlah dan jenis koleksinya, serta terus dilakukan peningkatan kompetensi petugas perpustakaannya baik melalui diklat, magang maupun pendidikan yang lebih tinggi. Dengan demikian petugas perpustakaan akan semakin profesional dalam melayani kebutuhan pemustaka."

"Keselarasan dari sebuah rantai pasokan sebuah perusahaan dengan strategi pemasaran melibatkan tiga tahap yaitu pemahaman terhadap konsumen, pemahaman mengenai rantai pasokan, dan harmonisasi antara rantai pasokan dengan strategi pemasaran. Dalam penelitian ini, akan mengambil salah satu bagian dari manajemen rantai supply dimana peneliti akan mengukur kepuasan konsumen dengan menggunakan Metode Data Envelopment Analysis (DEA). Pada awal implementasi ERP di Pertamina dianggap berjalan kurang maksimal sehingga dibentuklah sebuah layanan terpusat disebut sebagai layanan Shared Processing Center (SPC). SPC kini merupakan penyedia jasa kepada konsumen internal maupun eksternal di lingkungan grup Pertamina. Dengan demikian perlu dilakukan suatu pengukuran kualitas layanan jasa yang ditawarkan SPC kepada konsumen sebagai bahan evaluasi untuk meningkatkan kualitas jasa yang ditawarkan. Selain itu dalam penelitian ini juga dilakukan analisis nilai efisiensi dari setiap layanan SPC. Metode yang digunakan pada penelitian ini adalah Metode Data Envelopment Analysis (DEA). DEA digunakan untuk mengukur efisiensi relatif dari Decision Making Unit (DMU) yang mempunyai banyak input dan output. Hasil DEA menunjukkan 4 dari 5 layanan SPC mempunyai nilai efisiensi kurang dari 100% artinya hanya terdapat satu layanan SPC yang tidak efisien. Perbaikan untuk setiap layanan SPC dapat dilakukan berdasarkan faktor yang paling mempengaruhinya sehingga layanan SPC dapat meningkatkan kepuasan dan kepercayaan konsumennya.

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Alignment of a company's supply chain with a marketing strategy involves three stages, namely understanding consumers, understanding supply chains, and harmonizing supply chains with marketing strategies. In this study, we will take one part of supply chain management where the researcher will measure customer satisfaction using the Data Envelopment Analysis (DEA) method. At the beginning, the implementation of ERP at Pertamina was considered to be running less optimally so that a centralized service was formed called the Shared Processing Center (SPC) service.

SPC is now a service provider to internal and external consumers within the Pertamina group. Thus it is necessary to measure the quality of services offered by SPC to consumers as an evaluation material to improve the quality of services offered. In addition, this research also analyzes the efficiency value of each SPC service.

The method used in this research is the Data Envelopment Analysis (DEA) method. DEA is used to measure the relative efficiency of a Decision Making Unit (DMU) which has many inputs and outputs. The DEA results show that 4 out of 5 SPC services have an efficiency value of less than 100% meaning that there is only one SPC service that is inefficient. Improvements for each SPC service can be made based on the factors that most influence it so that SPC services can increase customer satisfaction and confidence."