Analisis Tingkat Kepuasan Pengguna Jasa Terhadap Pelayanan di Kantor Pelayanan Utama Bea Cukai Batam – Kepulauan Riau Menggunakan Metode IPA dan CSI

Firdaus, Tarissa Yusrina (2023) Analisis Tingkat Kepuasan Pengguna Jasa Terhadap Pelayanan di Kantor Pelayanan Utama Bea Cukai Batam – Kepulauan Riau Menggunakan Metode IPA dan CSI. Diploma thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kegiatan pelayanan dan pengawasan ekspor dan impor serta barang kena cukai dilakukan oleh Direktorat Jenderal Bea Cukai. Direktorat Jenderal Bea Cukai dalam penelitian ini adalah Kantor Pelayanan Utama Bea Cukai (KPU BC) Batam. KPU BC Batam adalah instansi pemerintah yang memiliki tugas dan fungsi untuk memberi pelayanan yang optimal terhadap masyarakat. Oleh karena itu, penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna jasa terhadap pelayanan KPU BC Batam menggunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) guna mengetahui tingkat kepuasan pengguna jasa KPU BC Batam dan faktor-faktor yang perlu diperbaiki oleh KPU BC Batam untuk meningkatkan kepuasan pengguna jasa. Variabel penelitian yang digunakan dalam penelitian ini adalah dimensi pelayanan yang terdiri dari reliability, responsiveness, assurance, empathy, dan tangibility. Hasil dari analisis dan pembahasan adalah pengguna jasa yang melakukan pelayanan secara online dan secara keduanya (online-offline) sudah merasa sangat puas sedangkan pelayanan secara offline merasa puas terhadap pelayanan di KPU BC Batam. Namun demikian, masih terdapat beberapa atribut yang harus diperbaiki yaitu: “Ketersediaan layanan informasi” (untuk semua pelayanan); “Kemudahan menyampaikan pengaduan” (untuk pelayanan online), sedangkan atribut lain untuk pelayanan online-offline yang harus diperbaiki adalah “Kejelasan layanan informasi”, “Kemudahan prosedur pelayanan”, “Keahlian dan pengetahuan pegawai/petugas pelayanan”, “Keadilan pegawai/petugas pelayanan” “Kemudahan mendapatkan informasi” dan atribut lain untuk pelayanan offline yang menjadi prioritas utama adalah “Kejelasan layanan informasi”, “Kecepatan pegawai/petugas pelayanan”, “Kecepatan waktu pelayanan”, “Kedisiplinan pegawai/petugas pelayanan”, “Kemudahan mendapatkan informasi”, “Kemudahan menyampaikan pengaduan”, dan “Ketersediaan sarana pendukung lainnya”.
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Service activities and supervision of exports and imports and excisable goods are carried out by the Directorate General of Customs. The Directorate General of Customs in this study is the Batam Customs Main Service Office (KPU BC). KPU BC Batam is a government agency that has duties and functions to provide optimal services to the community. Therefore, this study aims to determine the level of service user satisfaction with the services of KPU BC Batam using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods to determine the level of satisfaction of KPU BC Batam service users and the factors that need to be improved by KPU BC Batam to increase service user satisfaction. The research variables used in this study are service dimensions consisting of reliability, responsiveness, assurance, empathy, and tangibility. The results of the analysis and discussion are service users who perform services online and both (online-offline) have felt very satisfied while offline services are satisfied with the services at the KPU BC Batam. However, there are still some attributes that must be improved, namely: "Availability of information services" (for all services); "Ease of filing complaints" (for online services), while other attributes for online-offline services that must be improved are "Clarity of information services", "Ease of service procedures", "Expertise and knowledge of employees/service officers", "Fairness of employees/service officers" "Ease of obtaining information" and other attributes for offline services that are top priority are "Clarity of information services", "Speed of employees/service officers", "Speed of service time", "Discipline of employees/service officers", "Ease of obtaining information", "Ease of submitting complaints", and "Availability of other supporting facilities".

Item Type:	Thesis (Diploma)
Uncontrolled Keywords:	Customer Satisfaction Index, Importance Performance Analysis, KPU BC Batam, Level of Satisfaction, Pelayanan, Service, Tingkat Kepuasan
Subjects:	H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Vocational > 49501-Business Statistics
Depositing User:	Tarissa Yusrina Firdaus
Date Deposited:	04 Jul 2023 07:53
Last Modified:	04 Jul 2023 07:53
URI:	http://repository.its.ac.id/id/eprint/98285

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