Aspek Terpenting Kualitas Layanan Dalam Meningkatkan Kepuasan Pelanggan

Abstract

Dalam perspektif penyelenggaraan pelayanan publik, paradigma new public management telah dikenali bermanfaat dalam upaya memahami tentang layanan yang berkualitas yang bermuara pada kepuasan penggunanya. Baik kualitas layanan maupun kepuasan pelanggan telah dikenali erat berkaitan dengan ekspektasi dari pengguna layanan. Penelitian ini bertujuan untuk menguji peran terpenting dari aspek dimensi kualitas layanan yang diberikan yang dapat meningkatkan kepuasan pengguna layanan. Sebanyak 62 pengguna layanan E-KTP yang menjadi responden dalam penelitian ini. Tehnik analisis regresi berganda digunakan untuk menjawab pertanyaan penelitian. Hasil penelitian menunjukkan dari kelima dimensi kualitas layanan terungkap bahwa hanya bukti fisik dan jaminan yang mempunyai pengaruh penting terhadap kepuasan pengguna layanan E-KTP pada Kecamatan Bogor Barat. Dengan tingkat keragaman atau koefisien determinasi total yang besar, model penelitian ini menunjukkan bahwa varian penjelas dari kepuasan pengguna layanan E-KTP dapat dilihat dari keragaman bukti fisik, keandalan, daya tanggap, jaminan, serta empati. Penelitian memberikan kontribusi yang signifikan terhadap praktik dan kajian empiris di bidang penelitian kepuasan pada pengguna layanan publik.

Assessing Technical, Functional And Image Aspects Of Service Quality And Their Impact On Citizen Satisfaction

“…In general, the relationship between quality service and a person's perceived satisfaction has been studied many times before. Several previous empirical results have confirmed the importance of quality services provided by government agencies in encouraging satisfaction from service users (Novira et al, 2020;Pramuditha, 2021;Pundenswari, 2017). At the public administration level, services delivered by local governments can influence the daily lives of the user citizen (Andrews & Walle, 2013).…”

“…Despite the above criticism of the original SERVQUAL instrument, recognition of the concept of service quality has expanded massively and many researchers have subsequently developed or adapted constructs and measurements. In fact, the technique used is currently used for model testing in various types of organizations across sectors (Nuraieni et al, 2021;Pradesa et al, 2022;Pramuditha, 2021;Pramuditha & Agustina, 2022;Zulvia et al, 2022). In public organizations, the concept of service quality has received attention along with public administration paradigms such as new public management which are starting to be widely recognized and practiced in government agencies.…”

“…Although on the one hand, quality can be considered as one component of satisfaction, this is clearly different conceptually. Previous empirical evidence has tested and validated the relationship between service quality and satisfaction (both customer and service user) in various types of services and organizations across sectors (Zulvia & Haryanto, 2021;Pramuditha, 2021;Novira et al, 2020;Tumiwa et al, 2018;Kitapci et al, 2014), which generally found that service quality was the best predictor of satisfaction felt by service users.…”

“…The concept of managing in an organization is about managing institutions and managing the behavior of its people. The behavior shown by individuals inside and outside organizations has become the subject of study in the realm of public organizations with a focus on actors delivering public services and the motivations behind them (Agustina et al, 2021(Agustina et al, , 2022Dharmanegara et al, 2021;Utami et al, 2022) or users of public services (Kurniawan, 2016;Pramuditha, 2021;Pramuditha & Agustina, 2022).…”

Analysis of the Saintekmu Website Quality on User Satisfaction Using the Modified System Usability Scale and Webqual 4.0 Method

“…The satisfaction of students and the wider community is one of the successes [4] of each development and implementation. Websites in universities must know how much the website's service has on user satisfaction; therefore, the quality of service on customer satisfaction must be paid attention to and improved because service quality can significantly contribute to its users [5]. Several factors influence user satisfaction with the quality of a website, including usability, information quality, and service interaction [6].…”