Analisis Pengaruh Kualitas Pelayanan Badan Pertanahan Nasional (BPN) terhadap Kepuasan Masyarakat di Daerah Istimewa Yogyakarta

Eny Sulistyowati

Abstract


In the business world the life of customer satisfaction is an absolute must be the goal to achieve success. Due to the satisfaction of the consumer or customer achieved will bring many benefits to producers or lembaga.Salah one thing that consumers in the purchase consideration is the quality of services provided by the National Land Agency (BPN) DIY. The level of public satisfaction/service users occur after comparing reality and perceived performance or results with expectations and perceptions about these services. If the same customer perceived reality in the hope that customers want the satisfaction occurs, if the fact that the perceived lower than desired expectations of customers, the dissatisfaction will occur and if accepted the fact that a higher than desired expectations of customers then they will feel very satisfied. To measure customer satisfaction can one use that service quality can be measured with variable responsiveness, assurance, tangible, empathy, and reliability. From the results it was found that five variables research customer service has almost the same value yanh (average less than 1) the expected service with perceived service. This suggests that public service users BPN had enough satisfaction.


Keywords


customer satisfaction; reliability; assurance; tangible; responsiveness; empathy

Full Text:

PDF

References


Fajar. 2001. Analisis Service Quality di Bank Rakyat Indonesia Kantor Cabang Wonogiri. Skripsi, Tidak diterbitkan.

Gaspersz, Vincent. 1997. Manajemen Kualitas dalam industri Jasa. Jakarta: Gramedia Pustaka Utama.

Hartono. (2005). Analisis Kualitas Pelayanan Terhadap Kepuasan Nasabah PT Bank Jateng Cabang Purworejo. Tesis, MM-UMS Surakarta.

Kotler, Philip. 1997. Manajemen Pemasaran: Analisis, Perencanaan Implementasi dan Pengendalian. Buku Satu. Salemba Empat Prenticel Hall, Jakarta.

Kotler, Philip. 2004. Manajemen Pemasaran. Edisi Milenium. Jakarta: PT. Prenhallindo.

Lupiyoadi dan Hamdani. 2006. Manajemen Pemasaran. Jakarta: Salemba Empat.

Sabihaini. 2000. Analisis Tingkat Layanan Pelanggan pada Bank Rakyat Indonesia Kantor Cabang Boyolali. Tesis. Tidak diterbitkan.

Sugiyono. 2012. Statistika Untuk Penelitian. Bandung: Alfabeta.

Supranto, J. 2001. Pengukuran Tingkat Kepuasan Pelanggan: Untuk Menaikan Pangsa Pasar. Jakarta: Rineka Cipta.

Tjiptono, Fandy. 1996. Strategi Pemasaran. Andi Press, Yogyakarta.

Tjiptono, Fandy. 2006. Manajemen Jasa. Edisi Kedua. Yogyakarta: Penerbit ANDI OFFSET.

Tse dan Wilton. 1998. Two Approaches to Service Quality Dimensions. The Service Industry Journal, Vol. 11 No. 3.

Wikaningtyas. 1998. Strategi Pemasaran. Mandar Maju, Bandung.

Winono Yusuf. 2005. Analisis Pengaruh Pelayanan Terhadap Kepuasan Pelanggan pada PT Alfa Ritelindo, Tbk di Surakarta.

Zeithmal dan Berry. 1998. Servqual: Multiple Item scaling for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64.

Zeithmal V., A.A. Parasuraman, and L.L. Berry. 1990. Delivery Quality Service Balancing Coustumer Perceptions and Expectation. New York: The Free Press.




DOI: http://dx.doi.org/10.30588/jmp.v4i1.95

Refbacks

  • There are currently no refbacks.


Copyright (c) 2014 Eny Sulistyowati

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship is licensed under a Creative Commons Attribution 4.0 International License.
Based on a work at http://ejournal.up45.ac.id/index.php/maksipreneur.

Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship has been indexed/listed by:

Google Scholar Crossref Sinta Garuda IOS PKP Index ROAD BASE ResearchBib SIS WorldCat ASI

The Journal of Maksipreneur: Management, Cooperative, and Entrepreneurship (JMP)

Organized by Management DepartmentUniversitas Proklamasi 45 Yogyakarta, Indonesia

Published by Universitas Proklamasi 45 Yogyakarta, Indonesia

Email: maksipreneurjurnal@gmail.com | jurnal.maksipreneur@up45.ac.id

ISSN (online): 2527-6638  ISSN (printed): 2089-550X