Analisis Konsekuensi Kualitas Pelayanan Tehadap Kepuasan Masyarakat (Kajian pada Pengguna Pelayanan Publik Dinas Perhubungan & LLAJ Provinsi Jawa Timur)
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. This research aims to
examine customer satisfaction and its consequences toward public service
quality 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) which 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. Survey through questionnaires and indepth
interview are used to collect the data. A total of 311 respondents with make
use of descriptive statistics are used in the analysis method. This research
finds that the public services quality of 11 weigh stations UPT in the
Transportation Agency and the East Java Province LLAJ towards 14 service
elements that were examined are generally classified in the category Good (B)
with an average value of 79.57 (62.51 - 81.25).
Penulis: Sukesi
Kode Jurnal: jpmanajemendd110349
