Aiti: Jurnal Teknologi Informasi
Vol 14 No 2 (2017)

Analisis Kepuasan Pelanggan Menggunakan Model Kano Dimensi SERVQUAL dan CSI Terhadap Layanan Sertifikat Tanah Di BPN (Badan Pertanahan Nasional)

Juwita Artanti Kusumaningtyas (Universitas Kristen Satya Wacana Jln. Diponegoro 52-60, Salatiga 50711, Indonesia)
Eko Sediyono (Universitas Kristen Satya Wacana Jln. Diponegoro 52-60, Salatiga 50711, Indonesia)

Article Info

Publish Date
01 Aug 2017

Abstract

BPN (National Land Agency) Salatiga is a government institution that serves in the land sector of national, regional, and sectoral according to the legislation. The purpose of this study is to measure the quality of service BPN to determine customer satisfaction by using the Kano model of SERVQUAL dimensions and CSI. The data collection is done with the distribution of questionnaires to the public and conduct interviews of the BPN. The results showed BPN customer satisfaction is the percentage of 78%. The results showed Borderline or on the boundary quite satisfied and need to maximize customer service BPN Salatiga.

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Journal Info
Aiti: Jurnal Teknologi Informasi
Website

Abbrev

aiti

Publisher

Universitas Kristen Satya Wacana

Subject

Computer Science & IT

Description

AITI: Jurnal Teknologi Informasi is a peer-review journal focusing on information system and technology issues. AITI invites academics and researchers who do original research in information system and technology, including but not limited to: Cryptography Networking Internet of Things Big Data Data ...