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All Journal Jurnal Ilmiah Universitas Batanghari Jambi IJBE (Integrated Journal of Business and Economics) SEIKO : Journal of Management & Business Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan MBIA Jurnal Pendidikan dan Konseling Quantitative Economics and Management Studies International Journal of Finance Research Jurnal Ekonomi Jurnal Pengabdian Masyarakat Information Technology (JPM ITech) Asia Pacific Journal of Management and Education Ngabdimas Jurnal Pengabdian Masyarakat Indonesia (JPMI)
Trisninawati
Universitas Bina Darma
Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Journal : Jurnal Ekonomi

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CUSTOMER SATISFACTION IN GOODS AND PROCUREMENT ASSISTANCE SERVICES GOVERNMENT SECRETARIAT SERVICES REGENCY Reza Wijaya; Trisninawati Trisninawati; Sulaiman Helmi
Jurnal Ekonomi Vol. 12 No. 02 (2023): Jurnal Ekonomi, Perode April - Juni 2023
Publisher : SEAN Institute

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Abstract

This study aims to determine and analyze the level of customer satisfaction and expectations of assistance services for the procurement of goods and services at the Goods and Services Procurement Section of the Regional Secretariat of Ogan Komering Ilir Regency. In this study, researchers used quantitative and qualitative research that focused on analyzing customer satisfaction through 5 (five) dimensions of service quality, namely; Direct Evidence, Reliability, Responsiveness, Assurance and Empathy. The data has been collected by arithmetic mean and servqual gap analysis. Based on the results of the study, that overall customer satisfaction with the services provided by the Goods and Services Procurement Section of the Regional Secretariat of Ogan Komering Ilir Regency with an average value of 4.640 is in very good criteria. And customer expectations for the quality of services provided with an average value of 4.651, which is in very good criteria. Thus the servqual gap results are obtained with an average value of -0.011 which is in the medium criteria. This means that the service staff for the procurement of goods and services at the Goods and Services Procurement Section of the Regional Secretariat of Ogan Komering Ilir Regency is considered to have met the expectations or expectations for the service desired by its customers (satisfactory).
Co-Authors Anisa Oktavia Arsinta Pebriyanti Darwin Darwin Darwin Dina Mellita Efan Elpanso Heriyanto Kemas Zulfikri Kemas Zulfikri Kiki Riansyah M Naufal Arfan M Riduan Margaretha Andriani Muji Gunarto Nadya Sherwin Sherwin Noviardy, Andrian Nyimas Sopiah Rahayu Amalia Rama Novita Sari Reza Wijaya Rooshi Maya Kurnia Selly Zima Anggraini Sulaiman Helmi Sulaiman Sulaiman Sunda Ariana, Sunda Syafitri Anggraini Syahril Rizal Tri Endang Setyaningsih Zaid Amin