Analisis Kualitas Layanan (Servqual) Pengelola Gedung KPK dengan Exploratory Factor Analysis (EFA)
Main Article Content
Komisi Pemberantasan Korupsi (KPK) adalah lembaga negara yang diberikan dukungan oleh pemerintah berupa infrastruktur gedung. Gedung KPK sangatlah penting untuk dikelola dengan baik agar dapat dimanfaatkan dengan aman dan nyaman oleh pengguna gedung serta untuk melindungi aset negara yang berada didalamnya. Sehingga, disusunlah proses bisnis pengelola gedung KPK sebagai langkah strategis dalam menciptakan kualitas layanannya. Tujuan penelitian adalah menganalisis determinan kualitas layanan dari sudut pandang pengguna gedung. Metodologi kuantitatif diterapkan melalui penyebaran kuesioner dan sample merupakan pegawai tetap dan tenaga kontrak yang bertugas didalam gedung KPK. Data dianalisis menggunakan aplikasi IBM SPSS 22. Jumlah sampel adalah 833 responden. Teknik analisis data adalah exploratory factor analysis (EFA), meliputi uji validitas, uji reliabilitas, dan evaluasi common method bias serta identifikasi dimensi servqual dari faktor yang terbentuk. Hasil menunjukkan bahwa kualitas layanan dipengaruhi oleh dimensi responsiveness, reliability, assurance, tangible, availability, empathy, device performance, safety, dan comfortable. Penelitian ini mengandung keterbatasan yang berpotensi memengaruhi hasil temuan, khususnya terkait faktor-faktor eksternal yang berasal dari karakteristik individu responden, seperti kondisi emosional, latar sosial, ekonomi, dan budaya.
Keywords:
EFA, kualitas layanan, pengelola gedung
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Sularto, L. (2021). Analisis kualitas layanan penyedia data di Indonesia menggunakan metode SERVQUAL. Jurnal Teknologi Informasi dan Ilmu Komputer, 8(1), 41–50. https://doi.org/10.20473/jtiik.v8i1.2021.41-50
Teas, R. K. (1993). Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of Marketing, 57(4), 18–34. https://doi.org/10.1177/002224299305700402
Teixeira, J., Patrício, L., Nunes, N. J., Nóbrega, L., Fisk, R. P., & Constantine, L. (2012). Customer experience modeling: From customer experience to service design. Journal of Service Management, 23(3), 362–376. https://doi.org/10.1108/09564231211248453
Whitman, M. E., & Mattord, H. J. (2018). Principles of information security (6th ed.). Cengage Learning.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services marketing: Integrating customer focus across the firm (2nd ed.). McGraw-Hill.
Berry, L. L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128–137. https://doi.org/10.1177/0092070300281012
Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8–32. https://doi.org/10.1108/03090569610105762
Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33–55.
Comrey, A. L., & Lee, H. B. (1992). A first course in factor analysis (2nd ed.). Lawrence Erlbaum Associates, Inc.
Cronin, J. J., Jr., & Taylor, S. A. (1992). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125–131. https://doi.org/10.1177/002224299205600304
Donthu, N., & Yoo, B. (1998). Cultural influences on service quality expectations. Journal of Service Research, 1(2), 178–186. https://doi.org/10.1177/109467059800100207
Dotulong, L. O. H., & Loindong, S. S. (2017). Eksplorasi faktor service quality terhadap kepuasan pelanggan Pasar Pinasungkulan Karombasan Kota Manado. Jurnal Ilmiah Manajemen Bisnis dan Inovasi (JMBI) UNSRAT, 4(3), 173–181.
Fabrigar, L. R., Wegener, D. T., MacCallum, R. C., & Strahan, E. J. (1999). Evaluating the use of exploratory factor analysis in psychological research. Psychological Methods, 4(3), 272–299. https://doi.org/10.1037/1082-989X.4.3.272
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis (7th ed.). Pearson Education.
Ikhwal, N. (2017). Analisis faktor-faktor yang mempengaruhi kepuasan nasabah terhadap pelayanan bank syariah Kota Batam. Jurnal Ekonomi dan Bisnis Islam (JEBI), 2(2), 185–194.
Indrawati, B. (2023). Analisis SERVQUAL pengukuran tingkat kualitas layanan dan kepuasan konsumen Dinas Kesehatan Kota Bekasi. Jurnal Ilmiah Bakti Farmasi, 7(1), 45–52. https://doi.org/10.36782/jibf.v7i1.222
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction: An empirical study on public sector banks in India. International Journal of Bank Marketing, 35(3), 411–430. https://doi.org/10.1108/IJBM-09-2016-0119
Kock, F., Berbekova, A., & Assaf, A. G. (2021). Understanding and managing the threat of common method bias: Detection, prevention and control. Tourism Management, 86, 104330. https://doi.org/10.1016/j.tourman.2021.104330
Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172–198. https://doi.org/10.1108/17566690910971445
Lovelock, C., & Wirtz, J. (2011). Services marketing: People, technology, strategy (7th ed.). Pearson Prentice Hall.
Parasuraman, A., Zeithaml, V. A., & Berrdi narasikan saja, jangan buat per point.y, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Rahmi, S., Tamsah, H., & Bata Ilyas, G. (2022). Analisis peran dimensi-dimensi service quality dalam mempengaruhi keputusan pembelian rumah subsidi di Kabupaten Gowa. AkMen Jurnal Ilmiah, 19(1), 1–11. https://doi.org/10.37476/akmen.v19i1.1863
Ramanathan, U., Win, S., & Wien, A. (2018). A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector. Benchmarking: An International Journal, 25(6), 1935–1955. https://doi.org/10.1108/BIJ-12-2016-0194
Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 1–19). Sage Publications.
Sivesan, S. (2020). Factor analysis of perceived service quality of hospitality industry in Jaffna District: An application of SERVQUAL model. Global Journal of Management and Business Research: G Interdisciplinary, 20(4), 37–43. https://journalofbusiness.org/index.php/GJMBR/article/view/3212
Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif, dan Kombinasi (Mixed Methods). Bandung: Alfabeta.
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D (Cetakan ke-27). Bandung: Alfabeta.
Sularto, L. (2021). Analisis kualitas layanan penyedia data di Indonesia menggunakan metode SERVQUAL. Jurnal Teknologi Informasi dan Ilmu Komputer, 8(1), 41–50. https://doi.org/10.20473/jtiik.v8i1.2021.41-50
Teas, R. K. (1993). Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of Marketing, 57(4), 18–34. https://doi.org/10.1177/002224299305700402
Teixeira, J., Patrício, L., Nunes, N. J., Nóbrega, L., Fisk, R. P., & Constantine, L. (2012). Customer experience modeling: From customer experience to service design. Journal of Service Management, 23(3), 362–376. https://doi.org/10.1108/09564231211248453
Whitman, M. E., & Mattord, H. J. (2018). Principles of information security (6th ed.). Cengage Learning.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services marketing: Integrating customer focus across the firm (2nd ed.). McGraw-Hill.
