Services reach almost all aspects of human life, ranging from government services to private services such as trade, transportation services and communication services using mobile phones. The purpose of this study was to analyze the factors that affect customer satisfaction and customer loyalty. The data collection method used was a questionnaire, which was analyzed using SPSS-Amos. The results showed that service productivity affected consumer loyalty either directly or indirectly. Responsiveness only had a direct effect on customer loyalty. Accountability had an indirect effect on customer loyalty through customer satisfaction. Also, service attitude had a positive and significant effect on customer loyalty either directly or through service quality. The novelty of this study lies in the dimensions used in measuring the variables in service providers. Keywords: provider, service quality, consumer loyalty
Penelitian ini bertujuan untuk mengetahui Efektivitas Kinerja Pegawai Pada Kantor Kecamatan Pallangga Kabupaten Gowa. Untuk mencapai tujuan tersebut maka peneliti menggunakan teknik pengumpulan data melalui, observasi, dokumentasi, angket dan wawancara, dengan menggunakan sampel yaitu seluruh pegawai kantor Kecamatan Pallangga Kabupaten Gowa sebanyak 28 orang. Data yang telah diperoleh dari hasil penelitian diolah dengan menggunakan deskripsi kuantitatif untuk mengetahui Efektivitas Kinerja Pegawai pada Kantor Kecamatan Pallangga Kabupaten Gowa. Hasil penelitian menunjukkan bahwa kinerja pegawai pada kantor Kecamatan Pallangga Kabupaten Gowa tergolong efektif berdasarkan aspek: 1) hasil kerja, dengan analisi data yang diperoleh yaitu 78,81 persen, 2) perilaku, dengan analisis data yang diperoleh yaitu 79,89 persen 3) atribut dan kompetensi dengan analisis data yang diperoleh yaitu 80,55 persen, 4) komperatif dengan analisis data yang di peroleh 81,01 persen.Kata kunci: Efektivitas Kinerja Pegawai
Administrative services by Fees for Acquisition of Land and Building Rights at the Makassar City Regional Revenue Agency office have resulted in a good performance. The purpose of this research is to describe the effectiveness of administrative services of acquisition duties on land and building rights at the Makassar City Regional Revenue Agency office. This research is a quantitative descriptive. The results showed: shows that the effectiveness of administrative services for land and building rights in the office of the Regional Revenue Agency of Makassar City with the effective category of timeliness which is categorized as effective is 94.61%, the accuracy of services categorized as effective is 71.38%, politeness and friendly categorized as effective 94%, ease of getting services that were categorized as effective 94.46%, and comfort in getting services that were categorized as quite effective 54.30%. This proves that the administrative service of acquisition fees on land and building rights (BPHTB) at the Makassar City Regional Revenue Agency office has been able to carry out its duties and responsibilities and can implement an administrative service system properly.
This research was conducted to determine the intensification of Land and Building Tax (PBB) collection at District Revenue Office (DISPENDA) of Barru in terms of the aspects of counseling, services, and audits, and to determine efforts to improve the quality of tax collector employees at District Revenue Office (DISPENDA) of Barru. This study used a descriptive type with a qualitative approach to make direct observations of the object under study by analyzing the data obtained through an interactive model. The results show that the intensification of Land and Building Tax (PBB) collection at District revenue office (DISPENDA) of Barru seen from the aspect of counseling, it has been carried out quite well and the service aspect whose implementation is still not good, while the inspection aspect and its implementation are not going well. Overall, the intensification of Land and Building Tax (PBB) collection at District Revenue Office (DISPENDA) of Barru has not carried out properly. The increasing of quality of tax collector employees at District Revenue Office (DISPENDA) of Barru have gone well. This is because the leader has tried to always improve the quality of his employees by providing training and education that aimed at increasing the competence of higher quality employees to produce better performance and quality.
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