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http://dx.doi.org/10.13106/jafeb.2021.vol8.no5.0971

Service Quality and Consumer Satisfaction: An Empirical Study in Indonesia  

LUKMAN, Lukman (Faculty of Business and Economics, Universitas Islam Negeri Syarif Hidayatullah Jakarta)
SUJIANTO, Agus Eko (Faculty of Islamic Economics and Business, Institut Agama Islam Negeri Tulungagung)
WALUYO, Agus (Faculty of Islamic Economics and Business, Institut Agama Islam Negeri Salatiga)
YAHYA, Muchlis (Faculty of Islamic Economics and Business, Universitas Islam Negeri Walisongo Semarang)
Publication Information
The Journal of Asian Finance, Economics and Business / v.8, no.5, 2021 , pp. 971-977 More about this Journal
Abstract
The purpose of this research paper is: (1) to describe the service quality index; (2) describe the data quality index; and (3) describe the anti-corruption index of BPS Trenggalek, Indonesia. The approach chosen is quantitative with the type of survey research. The primary data collection technique was mainly based on a questionnaire distributed to 40 respondents, namely BPS service users in 5 (five) categories: the private sector, the banking industry, academics, offices, or agencies in Trenggalek Regency and universities. The results showed that the quality of BPS services was good and the data quality index where the respondents were satisfied with the data presented by BPS. Meanwhile, testing the anti-corruption index shows that BPS Trenggalek is very anti-corruption in providing services to consumers. The findings of this study suggested that to improve service quality, it is necessary to pay attention to several aspects, including published service requirements, easy requirements to be fulfilled, published procedure information, clear service process flow, published service times, and costs/tariffs are communicated. This study suggests updating data, data relevance, data accessibility, and data completeness to improve data quality. Furthermore, to maintain the very anti-corruption predicate, this study suggests maintaining service by upholding the prevailing ethics and norms.
Keywords
Consumer Satisfaction; Service Quality Index; Data Quality Index; Anti-Corruption Index; Public Services;
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