STUDI ATAS PELAYANAN CLIENT COORDINATOR PADA KANTOR PELAYANAN UTAMA BEA DAN CUKAI TIPE A TANJUNG PRIOK DENGAN MENGGUNAKAN SERVQUAL, MODEL KANO DAN QUALITY FUNCTION DEPLOYMENT

INFO ARTHA

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Field Value
 
Title
STUDI ATAS PELAYANAN CLIENT COORDINATOR PADA KANTOR PELAYANAN UTAMA BEA DAN CUKAI TIPE A TANJUNG PRIOK DENGAN MENGGUNAKAN SERVQUAL, MODEL KANO DAN QUALITY FUNCTION DEPLOYMENT
 
Creator Supenget, Guruh
Kustiani, Nur Aisyah
 
Subject
public service; SERVQUAL; KANO model; duality function deployment
 
Description
This study aims to determine the quality, the importance of service attributes and the appropriate effort to improve the quality of public services provided by the Client Coordinator at the Direktorat Jenderal Bea dan Cukai. This study uses SERVQUAL questionnaire, Kano Model and Quality Function Deployment. SERVQUAL questionnaire is used to assess customer satisfaction (quality of service) by comparing customer expectations and the actual quality of service received by the customer. KANO model is used to determine which service attributes are important based on the perception of the customer. Moreover, the important service attributes identified by customer is analyzed in the house of quality (Quality Function Deployment method) to determine appropriate effort by government. A blend of these methods can be replicated in other efforts to improve public services so that the improvement will match with the needs of customers (community). 
 
Publisher Polytechnic of State Finance STAN
 
Contributor

 
Date 2017-05-24
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://jurnal.pknstan.ac.id/index.php/JIA/article/view/60
10.31092/jia.v5i1.60
 
Source INFO ARTHA; Vol 5 (2016): EDISI SEPTEMBER; 35-54
JURNAL INFO ARTHA; Vol 5 (2016): EDISI SEPTEMBER; 35-54
2581-0839
0852-6737
10.31092/jia.v5i1
 
Language ind
 
Relation http://jurnal.pknstan.ac.id/index.php/JIA/article/view/60/48
 
Rights Copyright (c) 2017 INFO ARTHA
 

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