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

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Author(s): Sukesi . | Yohanes Rante

Journal: Jurnal Manajemen dan Kewirausahaan
ISSN 1411-1438

Volume: 13;
Issue: 1;
Start page: 68;
Date: 2011;
Original page

Keywords: Service quality | customer satisfaction | consequence.

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).
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