Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Pembuatan Paspor di Konsulat Jenderal Republik Indonesia Johar Baru menurut Teori Servqual

Nugraha, Safrizal (2012) Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Pembuatan Paspor di Konsulat Jenderal Republik Indonesia Johar Baru menurut Teori Servqual. Masters thesis, Universitas Terbuka.

Preview

Text 41009.pdf Download (7MB) | Preview

Abstract

Customer’s satisfaction is one of the success key of a service. Government as a public servant is supposed to provide a quality service to the community. This study aims to determine whether the passport service provided by the Consulate General of Republic of Indonesia in Johor Bahru Malaysia has been able to give satisfaction to the people, especially Indonesia Citizen/ Indoensian Labour (WNI/ TKI). The study was conducted to answer two main hypotheses: (1) the quality of passport services at the Consulate General of the Republic of Indonesia in Johor Bahru can affect the factors of customer satisfaction, and (2) the extent of satisfaction of the citizen/ passport applicant’s own workers. The measurement of satisfaction can be determined from five factors of service quality, namely tangibility, reliability, assurance, responsiveness and empathy based on the theory of SERVQUAL of Parasuraman. The method in this research is a survey method by distributing questionnaires to a sample of 70 citizens/ workers who have made passport at the Consulate General of the Republic Of Indonesia in Johor Bahru more than twice. These samples were taken from 200 people average of factory workers (refinery). The analytical technique used is descriptive analysis and quantitative analysis or inferential statistical analysis consisting of correlation analysis, multiple linear regression, F test, t test, analysis of heteroscedasticity, and determine the coefficient of multiple determination (R2). Based on the F test done, it is known that the value of F calculated > F table is 367, 25> 2.35. it can be concluded that dependent variable Y. coefficient of determination (R square) of 0.96 is known to mean the ability of independent variables in explaining the variance of the dependent variable explained by other factors not included in this study. In addition, the magnitude of the level of customer satisfaction (variable X) to the quality of service (variable Y) can be determined by using the beta coefficient (β) in which the beta value is sequentially Assurance X3 (0.385), X2 Realibility (.295), X1 tangbility (0.292), X4 Responsiveness (0.050), X5 Empathy (-0.058).

Actions (login required)

View Item