PENERAPAN BAGAN KENDALI T 2 HOTELLING DAN METODE DEKOMPOSISI MASON, YOUNG DAN TRACY (MYT) PADA KINERJA PELAYANAN ADMINISTRASI TERPADU KECAMATAN (PATEN)

Authors

  • Lolita Amelia
  • Izzati Rahmi HG
  • Yudiantri Asdi

DOI:

https://doi.org/10.25077/jmu.7.4.7-14.2018

Abstract

Pelayanan Administrasi Terpadu Kecamatan (PATEN) merupakan salah satu bentuk penyelenggaraan pelayanan publik pada tingkat kecamatan. Untuk memperbaiki dan meningkatkan kualitas kinerja PATEN, dapat digunakan salah satu alat dari pengendalian proses statistik (SPC), yaitu bagan kendali T 2 Hotelling. Bagan kendali T 2 Hotelling digunakan untuk mengetahui apakah kinerja PATEN berada dalam keadaaan terkendali atau tidak yang didasarkan pada lima dimensi kualitas pelayanan, yaitu dimensi tangible, reliability, responsiveness, assurance, dan empathy. Jika kondisi bagan kendali T 2 Hotelling tidak terkendali, maka proses dilanjutkan dengan metode dekomposisi Mason, Young, dan Tracy (MYT) untuk menentukan variabel penyebab proses tidak terkendali. Data yang digunakan yaitu data rata-rata kinerja PATEN di Kecamatan Kuranji Kota Padang pada tahun 2016. Dari hasil yang diperoleh, analisis kinerja PATEN di Kecamatan Kuranji menunjukkan bahwa proses berada dalam keadaan tidak terkendali, dimana dimensi reliability merupakan variabel penyebab proses tidak terkendali.

Kata Kunci: pelayanan publik, dimensi kualitas pelayanan, bagan kendali T 2 Hotelling, dekomposisi MYT

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Published

19-02-2019

Issue

Vol. 7 No. 4 (2018)

Section

Articles

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