TA DIGITAL
Tingkat kepuasan pelanggan terhadap pelayanan bagian umum pada Kantor Pelayanan Kekayaan Negara dan Lelang (KPKNL) Semarang
The level of customers’ satisfaction on the service at General Affairs Division at “Kantor Pelayanan Kekayaan Negara” (KPKNL) Semarang.
This research aims to understand the service quality and satisfaction of user in “Kantor Pelayanan Kekayaan Negara” (KPKNL) Semarang. The population in this research is all customers that have used the service in “Kantor Pelayanan Kekayaan Negara” (KPKNL) Semarang for at least two times. The method of the sample collection used random technique with the total sample of 80 respondents. The tools used in this research is to test “Indeks Kepuasan Pelanggan” (IKP). The analysis of “Indeks Kepuasan Pelanggan” calculations showed the average value of 90,97%, from the appraisal that can be defined that customers feel satisfied with the service provided by “Kantor Pelayanan Kekayaan Negara dan Lelang” (KPKNL) Semarang. There are five aspects that will be come better if they adopt the improvement; those five aspects are the aspect of the aspect of the accurancy of service period, the provision of information about services that are clearly, the service employees quickly and responsive in serving customer complaints, the conformity the cost, and the service with the procedure that have been set.
Keyword : Customers’ Satisfaction, Service Quality
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