Abstract
<p><span><em>In the business world the life of customer satisfaction is an absolute must </em><span><em>be the goal to achieve success. Due to the satisfaction of the consumer or customer </em><span><em>achieved will bring many benefits to producers or lembaga.Salah one thing that </em><span><em>consumers in the purchase consideration is the quality of services provided by the </em><span><em>National Land Agency (BPN) DIY. The level of public satisfaction/service users </em><span><em>occur after comparing reality and perceived performance or results with </em><span><em>expectations and perceptions about these services. If the same customer perceived </em><span><em>reality in the hope that customers want the satisfaction occurs, if the fact that the </em><span><em>perceived lower than desired expectations of customers, the dissatisfaction will </em><span><em>occur and if accepted the fact that a higher than desired expectations of customers </em><span><em>then they will feel very satisfied. To measure customer satisfaction can one use that </em><span><em>service quality can be measured with variable responsiveness, assurance, tangible, </em><span><em>empathy, and reliability. </em></span></span></span></span></span></span></span></span></span></span></span></span></span><em>From the results it was found that five variables research customer service has </em><em>almost the same value yanh (average less than 1) the expected service with </em><em>perceived service. This suggests that public service users BPN had enough </em><em>satisfaction.</em></p>
Highlights
Dalam dunia bisnis kepuasan konsumen merupakan hal yang mutlak menjadi tujuan untuk mencapai keberhasilan
Salah one thing that consumers in the purchase consideration is the quality of services provided by the National Land Agency
service users occur after comparing reality
Summary
Service Quality merupakan gambaran atas seberapa jauh perbedaan antara kenyataan layanan (perceived service) dengan harapan (expected service) para pelanggan atas layanan yang seharusnya mereka terima. Kuesioner ini diperoleh dari instrumen yang digunakan oleh Parasuraman dkk (dalam Kotler, 1997; 23) yang disebut SERVQUAL Jawaban dari responden kemudian dibuat skor dari variabel berdasarkan alternatif antara 1 sampai dengan 5, yaitu :Sangat Setuju (SS) skor ; Sangat Penting (SP); Sangat Puas (SP) skor 5, Setuju (S); Penting (P); Puas (P) skor 4; Netral (N); Biasa (B); Netral (N) skor 3; Tidak Setuju (TS); Tidak Penting (TP); Tidak Puas (TP) skor 2 dan Sangat Tidak setuju (STS); Sangat Tidak Penting (STP); Sangat Tidak Puas (STP) skor 1. 5. Analisis Statistik Analisis ini digunakan untuk mengetahui tingkat kepuasan pelanggan dari kualitas pelayanan di Badan Pertanahan Nasional DIY, yang dipengaruhi oleh faktor dimensi kualitas pelayanan yang terdorong dari responsiveness, assurance, tangibles, empathy dan reliability. B. Uji t Pengujian ini digunakan untuk mengetahui pengaruh faktor dimensi kualitas pelayanan dengan kepuasan pelanggan secara parsial dan digunakan untuk menguji dominasi pengaruh variabel, dimensi kualitas pelayanan yang terdiri dari responsiveness, reliability, assurance, empathy, dan tangibles terhadap kepuasan pelanggan.
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