Artikel Jurnal :: Kembali

Artikel Jurnal :: Kembali

Analysis on mobile samsat`s public service quality

by Azhar Kasim, Heri Fathurahman ([Publisher not identified] , 2011)


Quality improvement in public service has become a major concern in government institutions in their effort to provide the public with maximum service. It is also a major concern for Samsat (One-Roof System) institutions in Jakarta, Bogor, Tangerang, Bekasi (Jabodetabek). The purpose of this study is to analyze the quality level of the service provided by Mobile Samsat units in Jabodetabek. The study uses the quantitative approach in order to illustrate the gap between consumer expectation of public service and consumer perception of the actual service, based on five dimensions: reliability, responsiveness, assurance, empathy, and tangibility. Measurement results of the five dimensions show that customers find the service provided by Mobile Samsat in Jabodetabek to be unsatisfactory.


Jenis Koleksi : Artikel Jurnal
No. Panggil : AJ-Pdf
Entri utama-Nama orang :
Entri tambahan-Nama orang :
Subjek :
Penerbitan : [Place of publication not identified]: [Publisher not identified], 2011
Sumber Pengatalogan : LibUI eng rda
Majalah/Jurnal : Jurnal Bisnis dan Birokrasi
Volume : Vol 18, No 1 January 2011
Tipe Konten : text (rdacontentt)
Tipe Media : computer
Tipe Carrier : online resource
Akses Elektronik :
Institusi Pemilik : Universitas Indonesia
Lokasi :
  • Ketersediaan
  • Ulasan
  • Sampul
No. Panggil No. Barkod Ketersediaan
AJ-Pdf 03-17-650842666 TERSEDIA
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