THE INFLUACE OF SERVQUAL ON CUSTOMER SATISFACTION AT THE PUBLIC APPRAISAL SERVICE OFFICE (KJPP) OF PUNG'S ZULKARNAIN AND JEMBER BRANCH PARTNERS

Mohammad  Ulwan Akik Hak; Bagus  Qomaruzzaman Ratu Edy; Musaiyadi Musaiyadi

doi:10.31967/prmandala.v5i0.1202

Mohammad Ulwan Akik Hak Institute Technology and Science Mandala
Bagus Qomaruzzaman Ratu Edy Institute Technology and Science Mandala
Musaiyadi Musaiyadi Institute Technology and Science Mandala

DOI: https://doi.org/10.31967/prmandala.v5i0.1202

Abstract

This study aims to determine the influence of quality variables on the satisfaction of Public Apprisal Service Office (KJPP) of Pung's Zulkarnain and Jember Branch Partners. The population of this study is customers in line with business entities and individuals who have used the services of Public Apprisal Service Office (KJPP) of Pung's Zulkarnain and Jember Branch Partners at least once or more contract. The sampling technique used purposive sampling on 60 respondents. The data collection technique used a questionnaire, the data was analyzed using SPSS version 22. The results of the study show that the ServQual variabels consisting of tangible, realiability, responsiveness, assurance and emphaty partially has a significant effect on customer satisfaction at Public Apprisal Service Office (KJPP) of Pung's Zulkarnain and Jember Branch Partners. Likewise, in simultaneous testing the five variables together have a significant effect on customer satisfaction at Public Apprisal Service Office (KJPP) of Pung's Zulkarnain and Jember Branch Partners. From the results of the study, it is recommended that the Public Apprisal Service Office (KJPP) of Pung's Zulkarnain and Jember Branch Partners has to continues mintaining excellent ServQual to fullfill his customer needs.