Judul: Analisis Tingkat Kepuasan Unit Kerja Kementerian Pertanian Terhadap Layanan Biro Perencanaan
Abstrak: Service satisfaction by the planning bureau of the ministry of Agriculture in Indonesia was measured through service quality (servqual) with five dimensions, namely tangibles, reliability, responsiveness, assurance, and emphaty. This research used several analysis, namely gap analysis, important performance analysis (IPA), customer satisfaction index (CSI), and chi-square test. Based on the results, the total average satisfaction level was 3,166. The overall gap value was -0,441, negative gap value means the services provided are not all in accordance with customer expectations. According to the IPA diagram, variables that need to be improved are the timeliness of request completion, solution completion, speed of request processing, accuracy of planning and evaluation, and regulation issued. The value of CSI was obtained by 78,65% which means the overall customer was very satisfied. Based on the chi-square test, there was no relationship between the intensity of the interaction with customer, meanwhile, the coordination material subsection.
Keyword: CSI, chi-square test, gap analysis, IPA, service quality

Judul: Analisis Mutu Pelayanan Pendaftaran Pangan Olahan Tahun 2013
Abstrak: Processed food registration service is one of the public services provided by the goverment. Customer statisfaction measurement needs to be done then analyzed and corrected as the evaluation of service quality. Service quality analysis was carried out by measuring customer statisfaction index and evaluating the performance of service attribute with IPA-CSI. The level of compliance service would be analyzed based on the caractheristics of the company so that they can conduct well targeted improvement towards the processes. Customers were already statisfied with the service shown by the overall CSI score 72.79%. However, some attributes need to be improved such as the certainty of the schedule service, ability, discipline, speed, and responsiveness of the officer when serving customers. Results of the analysis shown that most of the manufacturer companies and some importer companies that have assessed the performance of these attributes indicated that the satisfaction was not in line with their expectations. The company that took care of all services and new applicants should be considered as improvement targets in the future. The information displayed by biplot graph was enough to represent the actual state of data, shown by the value of total variance represented was 77.2%.
Keyword: evel of compliance service, level of compliance service, PA-CSI, customer statisfaction, biplot, level of compliance service

Judul: Invers Drazin dari Matriks Toeplitz Singular
Abstrak: Matriks Toeplitz adalah matriks yang setiap unsur pada diagonal utama bernilai sama dan setiap unsur pada subdiagonal yang bersesuaian dengan diagonal utama juga bernilai sama. Matriks singular adalah matriks yang tidak bisa ditentukan inversnya. Akan tetapi, dapat diupayakan untuk ditentukan inversnya menggunakan invers matriks yang diperumum. Invers Drazin merupakan salah satu jenis invers matriks yang diperumum. Pada karya ilmiah ini ditentukan invers Drazin dari matriks Toeplitz singular dengan menggunakan metode Leverrier Faddeev. Kemudian, ditentukan invers Drazin dari matriks Toeplitz singular yang direpresentasikan sebagai penjumlahan segitiga bawah dan segitiga atas matriks Toeplitz berdasar pada teorema Gohberg dan Semencul., Toeplitz matrix is a matrix in with element on the main diagonal has the same value and on the subdiagonal corresponding to the main diagonal also has the same value. Singular matrix is a matrix that has no inverse. However, it can be attempted to determine the inverse using a generalized inverse matrix. Inverse Drazin is a type of generalized matrix inverse. This paper discussed the inverse Drazin for a singular Toeplitz matrix using the Leverrier Faddeev method. Then, the Drazin inverse of the singular Toeplitz matrix which is represented as a sum of products of lower and upper triangular Toeplitz matrix based on Gohberg and Semencul theorem.
Keyword: inverse Drazine, singular Toeplitz matrix