Analisis Konsekuensi Kualitas Pelayanan Tehadap Kepuasan Masyarakat (Kajian pada Pengguna Pelayanan Publik Dinas Perhubungan & LLAJ Provinsi Jawa Timur)

Sukesi, Sukesi Analisis Konsekuensi Kualitas Pelayanan Tehadap Kepuasan Masyarakat (Kajian pada Pengguna Pelayanan Publik Dinas Perhubungan & LLAJ Provinsi Jawa Timur). Jurnal Manajement dan kewirausahaan, 13 (1). pp. 61-75. ISSN 1411-1438

WarningThere is a more recent version of this item available.
[img]
Preview
 Text
18245-21090-5-PB.pdf
Download (481kB) | Preview

Abstract

A quality service and satisfying customer needs to be done continuously, despite complaints received is relatively low. Logical consequence of the perceived service quality will affect consumer behavior. Without exception the quality of service (service quality) public at Weigh Stations Services Unit at the Department of Transportation & LLAJ East Java Province. The study was conducted in 11 UPT weigh stations by using a scale measuring 14 elements of service (U1-U14) refers to the Minister for Administrative Reform No. KEP/25/M.PAN/2/2004 concerning the preparation of general guidelines for Community Satisfaction Index (HPI) Service Unit Government Agencies. A total of 311 respondents, with make use of descriptive analysis attributes of quality of services provided by government officials against the consequences of service quality customer satisfaction. The quality of public services at the weigh stations in the Transportation Agency and the East Java Province LLAJ ie from 11 to 14 weigh stations UPT service elements that were examined are generally classified in the category "Both (B)" with an average value. 79.57 (62.51 - 81.25). A total of 311 respondents, with the make use of descriptive analysis attributes of quality of services provided by government officials against the Consequences of service quality customer satisfaction. The quality of public services at the weigh stations in the Transportation Agency and the East Java Province LLAJ ie from 11 to 14 weigh stations UPT service elements That are Generally Examined were the resource persons classified in the category "Both (B)" with an average value. 79.57 (62.51 - 81.25).

Item Type: Article
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
L Education > L Education (General)
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Aditya Masruri
Date Deposited: 10 Jul 2017 14:49
Last Modified: 10 Jul 2017 14:49
URI: http://repository.unitomo.ac.id/id/eprint/429

Available Versions of this Item

Actions (login required)

View Item View Item
Universitas Dr. Soetomo Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.