ANALYSIS OF THE INFLUENCE OF AUCTION SERVICE QUALITY ON SERVICE USER SATISFACTION AT THE YOGYAKARTA STATE WEALTH AND AUCTION SERVICE OFFICE (KPKNL) YOGYAKARTA

Erwin Hanggoro Agung Nugroho, Muinah Fadhilah

Abstract

This study aims to determine how much influence the quality of auction services has on service user satisfaction at the Yogyakarta KPKNL. The independent variable in this study is the quality of auction services, which includes 5 (five) dimensions namely reliability, assurance, physicality, empathy and responsiveness. While the dependent variable is service user satisfaction as measured using the appropriate measurement scale. The research method used was a survey using a questionnaire as a data collection instrument. The data obtained was analyzed using the Service Customer Satisfaction Index/CSI technique to determine the level of satisfaction of service users as a whole by taking into account the level of importance of the product or service attributes and obtaining the result that the service element in the perspective of the level of importance and satisfaction resulted in a total CSI of 187.9 or with the criteria is Very Satisfied.

Full Text:

PDF

References

Direktorat Jenderal Kekayaan Negara. (2018). Surat Edaran. Survei Kepuasan Pelayanan Lelang. DKI Jakarta, DKI Jakarta, Indonesia: DJKN.

Fleetwood, D. (n.d.). Stratified Random Sampling: Definition, Method and Examples. Retrieved from https://www.questionpro.com/blog/stratified-random-sampling/

Ghozali, I. (2009). Aplikasi Analisis Multivariate dengan program SPSS, Edisi Keempat, Badan Penerbit Universitas Diponegoro, Semarang.

Kotler, P. (2017). Marketing Management. Jakarta: Prenhallindo.

Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Upper Saddle River, NJ: Prentice Hall.

Nupurjain. (2022). Theory of Consumer Behaviour. Retrieved from https://www.geeksforgeeks.org/: https://www.geeksforgeeks.org/theory-of-consumer-behaviour/

Organisasi Dan Tata Kerja Instansi Vertikal Direktorat Jenderal Kekayaan Negara. (Peraturan Kementerian Keuangan (PMK) Nomor 154/PMK.01/2021). Retrieved from https://jdih.kemenkeu.go.id/: https://jdih.kemenkeu.go.id/in/dokumen/peraturan/06037f5a-71e4-411b-25a5-08d9a28943b1

Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

Sekretariat DJKN. (2022). Pelaksanaan Survei Internal Kepuasan Pengguna Layanan DJKN 2022. Retrieved from office.kemenkeu.go.id: https://office.kemenkeu.go.id/nadine/preview/mejaku

Setiawan, N. (2007). Penentuan Ukuran Sampel Memakai Rumus Slovin dan Tabel Krejcie-Morgan: Telaah Konsep dan Aplikasinya. Retrieved from http://pustaka.unpad.ac.id/: http://pustaka.unpad.ac.id/wp-content/uploads/2009/03/penentuan_ukuran_sampel_memakai_rumus_slovin.pdf

Sugiyono. (2012). Metode Penelitian Kuantitatif Kualitatif dan R&D, Cetakan ke17, Penerbit Alfabeta, Bandung.

Tjiptono, F. (2011). Pemasaran Jasa, Bayumedia, Malang.

Tjiptono, F. (2014). Service management: Mewujudkan layanan prima (5th ed.). Yogyakarta: Andi Offset.

Refbacks

  • There are currently no refbacks.