The Behavioral Consequences of Customers Satisfaction Index in East Java Integrated Licensing Services (Pelayanan Perijinan Terpadu- P2T)

Sukesi, Sukesi The Behavioral Consequences of Customers Satisfaction Index in East Java Integrated Licensing Services (Pelayanan Perijinan Terpadu- P2T). International Journal of Business and Management, 8. pp. 17-37. ISSN 2244-1492

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Abstract

Consumer behavior has become a prevailing topic in service management recently. Doing research on this field benefits the service company. East Java Department of Transportation and LLAJ as public institution should care about the customers. Through UPT P2T‟s transparency, this institution can provide certainty of completion, processing time, estimated cost and other detailed information with certain service quality. The study determined the Community Satisfaction Index of East Java Integrated Licensing Service - P2T Transport Sector and analyzed the behavioral consequences of Community Satisfaction Index of East Java Integrated Licensing Service - P2T Transportation Sector. Primary data were obtained through questionnaires, using closed and open questions, whereas secondary data were obtained from other parties related to this study. The findings revealed that the average analysis of CSI is classified as „Good‟ (B), with a value of 78.584. Therefore, this will affect 23 products/types of permits which are available from the four areas of service and the respondents provide spontaneous and positive responses during the licensing process.

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