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All Journal JAM : Jurnal Aplikasi Manajemen Jurnal Mirai Management SEIKO : Journal of Management & Business Asia Pacific Journal of Management and Education(APJME) Asia Pacific Journal of Management and Education Journal of International Conference Proceedings Journal of Social Science
Wilson Bogar
Manado State University
Humanities Chemistry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Physics Social Sciences Other

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Journal : Asia Pacific Journal of Management and Education(APJME)

 1 
Service Quality of Tomohon Municipal Market Agency at Tomohon Beriman Market Ruddie Albert Lengkong; Wilson Bogar; Recky Sendow
Asia Pacific Journal of Management and Education(APJME) Vol 4, No 1 (2021): Asia Pacific Journal of Management and Education (APJME)
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v4i1.1049

Abstract

This study aims to analyze and explain the quality of public services at Tomohon Municipal Market Agency. The research method used a qualitative approach and informants as data sources were determined by purposive (purposive sampling) and snowball sampling. Data was collected through interview, observation, and documents. Data analysis is an interactive qualitative analysis with data analysis activities, which are data reduction, data presentation, and drawing conclusions or verification. The results showed that the public service quality of Tomohon Municipal Market Agency responded by the community as service recipients, traders or sellers and visitors of Tomohon Beriman Market was not satisfactory. This response is based on an assessment of 4 out of the 5 dimensions used to analyze and measure service quality, (1) physical aspects (tangibles), (2) dimensions of awareness or desire to help the community or customers and provide fast service, (3) dimensions of politeness, trust, and respect for consumers, and (4) dimensions of approaching, and trying to determine consumers’ wants and needs have not been implemented properly, excluding for dimension (5) the ability to provide services appropriately and correctly has shown the professionalism expected in carrying out its services.
Co-Authors Ayu Anjani Turangan Bambang Hermanto Charles H.S Tangkau Charles Henry S Tangkau Eddy Sutomo Ering, Merry Cintamy Evi Elvira Masengi Fernando Noubel Waleleng Fitri Herawati Mamonto Gracy Elvira Sondakh, Margaret Heidy Virginia Rarun Henry S Tangkau, Charles HS Tangkau, Charles Itje Pangkey Jan Kumaunang Chrestian Jeane E Langkai Joseph Philip Kambey Joubert Dame Marthinus Mandagi Moningkey, Rovan Natasha Katie Giroth Novia Sumarab Novia Tumilantouw Recky Sendow Rengga, Joseph Romel Arthur Jeffry Pontoh Ruddie Albert Lengkong S Tangkau, Charles Henry Sisca Rumambi Stanny Sicilia Rawung Sultraini, Ratna Tampi, Cherry Tenda, Meilientje Warnes Kakansing