PENGARUH KUALITAS PELAYANAN TERHADAP INDEKS KEPUASAN MASYARAKAT SESUAI STANDAR ISO 9001:2000 DI SAMSAT SURAKARTA

Abstract

This study works on seven variable independents predicted to have influence
toward customers’s satisfaction. Seven variables mentioned are time-liness (X1),
service accusation (X2), courtesy and sociability (X3), patient responsibility in
handling customers (X4), rashness in getting service (X5), hospitality (X6) and
tangible (X7). Objective of this study is to analyze the influence of quality
service toward costumers’ satisfaction level according to ISO 9001:2000
standards. Research was conducted in Surakarta Samsat. In the effort of
comptence competitiveness, every Samsat office, especially in Central Java
Province increases quality. Standard of quality is not only a criterion to win
competition, but it is also as a qualification in some government offices and in
the private sectors as well. This study used survey method, however, interview
and documentation data collection techniques are employed as well. Data was
collected from 150 motor cycle taxpayers. Accidental sampling technique was
applied. Multiple regression analysis technique were manipulated. Based on
regression analysis statistical technique, data show that each of seven
independent variables has significant influence toward customers’ satisfaction
partially as well as simultaneusly. Thus, hypothesis stating that seven variables
predicted to have influence toward customers’ satisfaction are supported.
Keywords: time-liness, service accusation, courtesy and sociability, patient
responsibility in handling customers, rashness in getting service, hospitality
and tangible, customers’ satisfaction.