CUSTOMER SATISFACTION (PUBLIC SATISFACTION) ON SERVICES IN ADMINISTRATIVE VILLAGE OFFICE

Salim, Muhartini and Samsul, Bachri and Muhammad, Rahman Febliansa (2018) CUSTOMER SATISFACTION (PUBLIC SATISFACTION) ON SERVICES IN ADMINISTRATIVE VILLAGE OFFICE. Asia-Pacific Management and Business Application, 7 (1). pp. 17-30. ISSN 2252-8997

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Abstract

It is widely acknowledged that employees in the public sector are responsible towards the community or its customers, in order to fulfill the public satisfaction. During reformation era in Indonesia, public sector services also one of the domain that the government needs to pay attention to. Therefore this study aimed to determine some factors such as tangible, reliability, responsiveness, empathy, and assurance that individually influence customer satisfaction. Respondents were 200 visitors of one of the largest public health provider in one of the growing regions in the south of Indonesia, Bengkulu municipality. The statistical analysis used in this research was Structural Equation Model operated through AMOS 21 program. The results showed that tangible, reliability, responsiveness, empathy, and assurance individually influence customer satisfaction.

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