MIRA FITRIATI, 099712807 (2002) MODEL STRUKTURAL KUALITAS JASA LAYANAN KB, KEPUASAN AKSEPTOR, DAN KEINGINAN UNTUK TETAP BER-KB : SUATU PENDEKATAN SERVQUAL PADA PUSAT-PUSAT LAYANAN KB KOTAMADYA JAKARTA PUSAT. Thesis thesis, UNIVERSITAS AIRLANGGA.

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Abstract

This research try to employ the concept and measurement model Family Planning (FP) Service Quality based on SERVQUAL scale. From this point of view, we would like to know is SERVQUAL scale has effect relationships on acceptors satisfaction or consumer satisfaction, overall FP service quality or overall quality and desire to continuity as FP current users or loyalty at FP Delivery Points. The objective of this study are demonstrate : (1) The influence of SERVQUAL to consumer satisfaction (acceptor satisfaction) (2) The influence of SERVQUAL to Overall quality (overall FP service quality) (3) The influence of SERVQUAL to loyalty (desire to continuity as FP current users ) (4) consumer satisfaction (acceptors satisfaction) has impact on overall quality (overall FP service quality) (5) Overall quality (overall FP service quality) has impact on loyalty (desire to continuity as FP current users) (6) consumer satisfaction (acceptor satisfaction) has impact on loyalty (desire to continuity as FP current users) This research conduct in 7 FP Service Delivery Points at Central Jakarta Municipality, which involved 298 current users for sampling. To analysis technique data, we apply Structural Equation Model (SEM), with Maximum Likelihood estimation method.The first step of analysis are Internal Consistency, Unidimensionality and Analysis Factor. In addition examine the reliability and test normality. Finally this analysis is Measurement Model and Structural Model to test the hypothesized are proposed. Data processing using both of SPSS 10.0 and LISREL 8.30. The finding shows : (1) The estimation result and hypothetical to structural model of fifth dimensions SERVQUAL gap (performance-expectation) has significant role to acceptor satisfaction (consumer satisfaction) (2) SERVQUAL has significant influence to the acceptors judgment about overall FP service quality (Overall quality) (3) The dimension of SERVQUAL such as tangible , reliability, responsiveness, assurance and empathy has significant effect to the desire to continue as FP current users (loyalty) (4) The positive acceptors opinion about satisfaction of FP service (consumer satisfaction) she accept, the more it will influence her judgment to overall FP service quality (overall quality) (5) The positive acceptors judgment to overall FP service quality (overall quality) the more it will effect the desire to continue as FP current users (loyalty) (6) Estimation indication and hypothetical test of structural model prove that there are no positive effect between acceptor satisfaction (consumer satisfaction) and desire to continue as FP current users (loyalty)

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