Impact of Service Quality on Customer Satisfaction in Indonesian Public Sector Organizations.

Author(s)

Ernani Hadiyati ,

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Volume 3 - December 2014 (12)

Abstract

Public service should give satisfaction to the community. There are two main purposes of public service; first is to impose clean and excellent bureaucracy, and second to help the responsibilities of government to serve the public as customers. In conducting these responsibilities, the government must provide high quality and good customer service to achieve the main goal. The study aims for finding out the influence of the service quality on customer satisfaction from the public. The researcher conducts the study at government Organizations, in the Office of Customs and Excise. This study reveals the service quality, namely: reliability, assurance, tangible, empathy, responsiveness, noticed quality, and recovery effect, simultaneously and partially influence on the customer satisfaction. Among the quality, responsiveness gives the greatest impact on the customer satisfaction

Keywords

Quality of Service, Customer Satisfaction, Public Sector, Indonesia. 

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