Search for collections on EPrints Repository UNTIRTA

PENGUKURAN INDEKS KEPUASAN MASYARAKAT DAN PENENTUAN PRIORITAS PERBAIKAN MELALUI POTENTIAL GAIN IN CUSTOMER VALUE (Studi Kasus: Kantor Bersama SAMSAT UPTD Kota Cilegon)

Puspitasari, Puput and Anggraeni, Shanti Kirana and Wahyuni, Nuraida (2015) PENGUKURAN INDEKS KEPUASAN MASYARAKAT DAN PENENTUAN PRIORITAS PERBAIKAN MELALUI POTENTIAL GAIN IN CUSTOMER VALUE (Studi Kasus: Kantor Bersama SAMSAT UPTD Kota Cilegon). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

[img] Text (SKRIPSI)
PENGUKURAN INDEKS KEPUASAN MASYARAKAT DAN PENENTUAN PRIORITAS PERBAIKAN MELALUI POTENTIAL .PDF - Published Version
Restricted to Registered users only

Download (8MB)

Abstract

Public service is one of the function of government as an effort to meeting the needs of the community although opinion of community about public service aren’t as expected. To achieve good public service KEMENPAN sets a standard of public service for government agencies about General Guidelines for the Implementation of Public Service. SAMSAT office Cilegon is one of public service agency that always do a customer satisfaction measurement using Community Satisfaction Index every year. However, that measurement only determine how the level of satisfaction of the taxpayer and there’s no further research to prioritise improvement of service atributes. The purpose of this research were measure the level of the community satisfaction and determine the sequence of priority about service atributes improvement in SAMSAT office Cilegon. This research used Community Satisfaction Index method for measure the level of the community satisfaction and used Potential Gain In Customer Value Method for determine the sequence of priority about service atributes improvement. The result showed that Community Satisfaction value of SAMSAT Office Cilegon is 79.3. The value show that overall Community Satisfaction Index for the services of SAMSAT office Cilegon have the quality of service in category "B" with the performance of the service unit are "Good". Then, determine the sequence of priority about service atributes improvement used PGCV method. The biggest value index and higher than median value would be main priority of improvement. Median value is 2,70. Sequence of attributes that should be improved are: Courtesy and friendliness officers, speed of service, comfort and safety of environment, service procedures, Certainty schedule of service, handling of complaints. Keywords: Public service, SAMSAT office, Community Satisfaction Index, PGCV Index

Item Type: Thesis (S1)
Contributors:
ContributionContributorsNIP/NIM
Thesis advisorAnggraeni, Shanti Kirana197401292003122001
Thesis advisorWahyuni, Nuraida198409062008122001
Uncontrolled Keywords: Public service, SAMSAT office, Community Satisfaction Index, PGCV Index
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: 03-Fakultas Teknik > 26201-Jurusan Teknik Industri
Depositing User: Perpustakaan Pusat
Date Deposited: 14 Dec 2021 13:43
Last Modified: 14 Dec 2021 13:43
URI: http://eprints.untirta.ac.id/id/eprint/9628

Actions (login required)

View Item View Item