Asneri, (2011) Kajian Indeks Kepuasan Masyarakat Pada Unit Pelayanan Usaha Badan Pengusahaan Batam. Masters thesis, Universitas Terbuka.
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Abstract
The research examines an Index Customer Satisfaction in the Directorate for Traffic of Goods at the Batam Indonesia Free Zone Authority (BIFZA) in line with the issuance of Business License and Certificate Of Origin (COO). The sample consists of 150 respondents for each business license and COO. There are five key aspects inclusive to measure customer satisfaction on public service, which are tangibility, reliability, responsiveness, assurance and empathy. This research taking a quantitative approach, that have shown Index Customer Satisfaction for process on Business License is 71 ,899 and COO is 73,485. The Index Customer Satisfaction for Business License comprised of (1) Service Procedure at 2.73, (2) Service Integrity at 2.93, (3) Requirement Compatibility at3.01 (4) Politeness and Friendliness at 3.22 (5) Clarity and Assurance at 2.85 (6) Rationality for Service Fee at 2.4 (7) Staff Discipline at 2.99 (8) Compatibility between requisite and actual fee at 2.36 (9) Responsibility at 2.91 (10) Time Schedule Accuracy at 2.79 (11) Staff Competency at 3.17 (12) Service Unit Environment at 3.19 (13) Service Promptnessat 2.8 (14) Confidentiality at 3.15. Whereas, Index Customer Satisfaction for Certificate Of Origin (COO) comprised of (1) Service Procedure at 2.85, (2) Service Integrityat 2.99, (3) Requirement Compatibility at 3.05 (4) Politeness and Friendliness at 3.25 (5) Clarity and Assurance at 2.85 (6) Rationality for Service Fee at 2.49 (7) Staff Discipline at 3.04 (8) Compatibility between requisite and actual fee at 2.49 (9) Responsibilityat 2.89 (10)) Time Schedule Accuracy at 2.82 (11) Staff Competency at 3.25 (12) Service Unit Environment at 3.25 (13) Service Promptnessat 2.81 (14) Confidentiality at 3.20. In conclusion, the research shows that the Index Customer Satisfaction in the Directorate for Traffic of Goods at the Batam Indonesia Free Zone Authority (BIFZA) in line with the issuance of Business License and Certificate Of Origin is generally" Good Category".
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information (ID): | 40514.pdf |
| Uncontrolled Keywords: | index customer satisfaction |
| Subjects: | 300 Social Science > 360-369 Social Problems and Services (Permasalahan dan Kesejahteraan Sosial) > 361.005 General Publications (Terbitan Permasalahan Sosial, Berkala Umum Permasalahan Sosial) 600 Technology and Applied Sciences > 650-659 Management and Auxiliary Service (Manajemen dan Ilmu yang Berkaitan) > 658.812 Customer Satisfaction/TQM/Quality Of Service (Kepuasan Pelanggan) |
| Divisions: | Tugas Akhir Program Magister (TAPM) > Magister Manajemen |
| Depositing User: | admin upload repo |
| Date Deposited: | 22 Aug 2016 03:03 |
| Last Modified: | 19 Jul 2018 02:24 |
| URI: | http://repository.ut.ac.id/id/eprint/1731 |
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