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All Journal (JDAB) Jurnal Dinamika Administrasi Bisnis
Toa, Yohanes Paulus
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Decision Sciences, Operations Research & Management Social Sciences

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PENGARUH KUALITAS LAYANAN JASA EKSPOR IMPOR TERHADAP KEPUASAN PELANGGAN DI KANTOR DIREKTORAT JENDERAL BEA DAN CUKAI SURABAYA Toa, Yohanes Paulus; Pujianto, Agung; Tjahjono, Endro
Jurnal Dinamika Administrasi Bisnis Vol 1 No 2 (2015): Jurnal "Dinamika Administrasi Bisnis"
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jdab.v1i2.2321

Abstract

 This research is quantitative research. The independent variable used in this study is the reliability, responsiveness, and assurance, while the dependent variable is customer satisfaction Customs Surabaya. Analysis of the data used is multiple linear regression, F test, t test, and the coefficient of determination.The results showed that the Reliability (X1), Responsiveness (X2) and Assurance (X3) significantly affects customer satisfaction. Beta value indicates that the variable Assurance (X3) has the greatest value, namely 0.433., It was concluded that the variables mempuyai the most impact on customer satisfaction with the services DGCE is variable Assurance (X3). The coefficient of determination R2 obtained for 0.595, meaning variation (fluctuation) of customer satisfaction terhada service DJBC Surabaya (Y), able to be explained by changes in variable Reliability (X1), Responsiveness (X2) and Assurance (X3), together 59.5%, while the remainder is equal to 40.5% is influenced by other variables not examinedKeywords: Customer satisfaction, reliability, responsiveness, and assurance
Co-Authors Pujianto, Agung Tjahjono, Endro