This study aims to describe the implementation of performance-based budgeting in the Regional Office of the National Land Agency of West Nusa Tenggara Province. This research was conducted by using qualitative research approach. The focus of research in this study is the implementation of performancebased budgeting in terms of budget planning, budget realization, performance evaluation, and reporting. The data used in this study include primary data and secondary data with data collection techniques such as observation, interview, and documentation study. The data in this research is analyzed using qualitative data analysis technique of interactive model from Miles and Huberman. The validity of the data obtained through triangulation test source. The results showed that in general, budget managers in the Regional Office of the National Land Agency of West Nusa Tenggara Province have understood the meaning of Performance Based Budgeting. However, so far they have not implemented Performance Based Budgeting properly because: (a) Unset and established strategic work unit level plan (b) frequent budget revisions due to incompatibility between annual work plans and actual circumstances (c) Control and evaluation system which is still weak (d) in terms of reporting performance only to meet formalities and administration.
This study aims to determine how the level of customer satisfaction, as well as to determine whether the level of customer satisfaction has a significant effect on customer loyalty at the Yamaha Adhi Motor Official Workshop in Rembiga Mataram. This type of research is descriptive research and data collection techniques used are questionnaires, interviews, observation, and documentation. This research was conducted at the Yamaha Adhi Motor Workshop in Rembiga Mataram, the data collection technique used a sample survey technique and the determination of respondents using purposive sampling technique where as many as 50 people were made respondents. The data collection tool used in this study was a questionnaire, in which the variables were analyzed qualitatively using a Likert scale and quantitatively using chi square analysis. Based on the research that has been done, it shows that consumers at the Yamaha Adhi Motor Workshop in Rembiga Mataram are 35 people (70%) who are very satisfied with the elements of service provided, 10 respondents (20%) are satisfied, and the remaining 5 people (10 %) expressed dissatisfaction. The results of the calculation with the average score of the level of consumer loyalty, as many as 21 people (42%) have a level of loyalty at the Yamaha Adhi Motor Official Workshop are very loyal, 11 people (22%) say they are loyal, while the remaining 18 people (36%) stated loyal enough. Quantitatively, to test the proposed hypothesis and analyze the effect of the independent variable on the dependent variable, the calculation results obtained by the X2 value is 18.25 and this value is greater than the X2 table value of 9.49 at α = 0.05 and df = 4, which proves that customer satisfaction has significant influence on the level of consumer loyalty, because X2h> X2t. Furthermore, it is also known that the level of closeness of the relationship between variables is strong, as evidenced by the contingency coefficient (C) of 0.52, which is close to the Cmaximal value of 0.71, which in fact fulfills the requirement that the C value is greater than half the C max value.
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