TA DIGITAL
Analisis tingkat kepuasan layanan pada bagian lelang di Kantor Pelayanan Kekayaan Negara dan Lelang (KPKNL) Semarang
TITLE: ANALYSIS OF THE LEVEL OF SERVICE SATISFACTION IN THE AUCTION SECTION OF AUCTION AT “KANTOR PELAYANAN KEKAYAAN NEGARA DAN LELANG (KPKNL)” SEMARANG
This research aims to understand the level of service satisfaction of user in “Kantor Pelayanan Kekayaan Negara” (KPKNL) Semarang. The population in this research is all customers that have used the service of auction at “Kantor Pelayanan Kekayaan Negara” (KPKNL) Semarang for at least ten times. The method of the sample collection used probability sampling with simple random sampling method and the total sample of 70 respondents. The tools used in this research is to test “Costumer Satisfaction Indeks” (IKP).The analysis of “Indeks Kepuasan Pelanggan” calculations showed the average value
of 87,53%, Reliability has a value of 92.53%, 85.20% have a value Responsiveness, Assurance has a value of 90.97%, Empathy has a value of 80.58%, Tangible has a value of 81.55%. From that assessment may mean that customers are satisfied with the service quality provided by the auction section of KPKNL Semarang. There are four aspects would be better if improve some aspects such as: maintaining good relations, to providing services quickly and correctly, using a queue number and auction file handled quickly.
Keyword : Service Quality, Customers’ Satisfaction
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