Analysis of service quality on consumer satisfaction data from the central statistics agency of Belitung Regency

Abstract

Purpose: This study aims to increase the level of consumer satisfaction with the services provided by the Central Statistics Agency (BPS) of Belitung Regency through the Integrated Statistical Service (PST) by measuring the dimensions of Tangibility, Reliability, Responsiveness, Assurance, and Empathy. Research Methodology: This study was conducted at BPS Belitung Regency using a quantitative survey method. Data was collected through questionnaires given directly to consumers of BPS services with the Likert scale approach. Data analysis was carried out using SPSS software and Microsoft Excel to assess service quality based on responses from 50 consumers. Results: The results show that most consumers are satisfied with the services provided by BPS, especially in the dimensions of Empathy and Guarantee. However, there are several dimensions that need improvement, especially in terms of data up-to-date and service speed. Limitation: This research is limited to consumer data that comes directly to BPS offices, does not include online consumer services. Recommendation: This study makes an important contribution to the improvement of public services in BPS Belitung Regency, especially as a basis for improving the quality of statistical services for the community and government agencies in Belitung Regency. Keywords: Tangibility, Reliability, Responsiveness, Assurance, and Empathy