The Effect of Service Speed, Employee Integrity, and Employee Empathy on Service User Satisfaction at the Customs and Excise Supervision and Service Office (KPPBC) Middle Type Tanjung Perak Customs

Ramadhany Nugroho*, Erna Setijaningrum

Abstract


This study aims to (1) determine whether the speed of customs services, employee integrity, and employee empathy simultaneously have a significant effect on service user satisfaction at the Tanjung Perak Customs Middle Type KPPBC; (2) find out which of the speed of customs service, employee integrity, and employee empathy partially have a dominant influence on service user satisfaction at the Tanjung Perak Medium Customs Type KPPBC. The research method used is the survey method. The primary data source in this study was in the form of questionnaire data on service users at the Customs and Excise Service Office of the Tanjung Perak Medium Type Customs. Methods of data collection through field research methods (Field Research Method), namely questionnaires and literature studies. The results of this study indicate that (1) simultaneously the independent variables consisting of Service Speed, Integrity and Empathy have a significant effect on service user satisfaction in the supervisory office and Tanjung Perak Customs and Excise Services Surabaya is acceptable; (2) partially the dominant influence on service user satisfaction is the Service Speed variable.

Keywords


Customs Services, Integrity, Empathy, KPPBC

Full Text:

PDF

References


Apriyani, N., Wahyu, F. P., & Dewi, R. K. (2022). Upaya Peningkatan Kualitas Pelayanan Publik Melalui Mal Pelayanan Publik Di Kabupaten Pandeglang. Jurnal Dialektika: Jurnal Ilmu Sosial, 20(3), 1-16.

Dewi, M. H. H. (2019). Analisa dampak globalisasi terhadap perdagangan internasional. Ekonomia, 9(1), 48-57.

Ernawati, S., Astari, A. A. E., Kusumawati, E. D., & Sudirjo, F. (2023). Manajemen Pemasaran Global. Global Eksekutif Teknologi.

Hafiz, M., & Tresnati, R. (2019). Pengaruh Customer Relationship Marketing dan Customer Experience terhadap Repurchase Intention pada Pelanggan 372 Kopi Bandung.

Meisyelha, R. (2020). Tinjauan Yuridis Terhadap Pelanggaran Kepabeanan di Kawasan Perbatasan. Lex Et Societatis, 8(1).

Muchtar, M., & Suganda, H. (2021). Mendorong Pertumbuhan Industri Kecil Dan Menengah Melalui Fasilitas Kemudahan Impor Tujuan Ekspor. Jurnal Perspektif Bea Dan Cukai, 5(1), 1-24.

Rahmat, T. R., & Ardiansyah, I. A. (2021). Evaluasi Penerapan Total Quality Management (TQM) dan Komitmen Organisasi dalam Meningkatkan Kualitas Pelayanan Pada Organisasi Publik. KarismaPro, 12(2), 32-46.

Salim, F. (2019). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Pelanggan dan Dampaknya Pada Reputasi Perusahaan (Studi Empiris pada Perusahaan Travel Umroh dan Haji di Jakarta Timur). EKOBISMAN: JURNAL EKONOMI BISNIS MANAJEMEN, 4(2), 110-125.

Saputri, A. D., Handayani, S., & DP, M. K. (2021). Pengaruh Disiplin Kerja dan Pemberian Insentif terhadap Kinerja Karyawan PT Putra Karisma Palembang. Jurnal Nasional Manajemen Pemasaran & SDM, 2(1), 25-42.

Sellang, K., Sos, S., Jamaluddin, D. H., Sos, S., & Ahmad Mustanir, S. I. P. (2022). Strategi Dalam Peningkatan Kualitas Pelayanan Publik Dimensi, Konsep, Indikator Dan Implementasinya. Penerbit Qiara Media.




DOI: https://doi.org/10.24815/jr.v6i3.33781

Article Metrics

Abstract view : 7 times
PDF - 2 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

__________________________________________________________

Riwayat: Educatioanl Journal of History and Humanities


Published: Departemen of History Education, Faculty of Teacher Training and Education, Universitas Syiah Kuala, Provinsi Aceh. Indonesia

Situs web: https://jurnal.usk.ac.id/riwayat
Email: riwayat@usk.ac.id

Lisensi Creative Commons
Karya ini dilisensikan di bawah Lisensi Internasional Creative Commons Atribusi-BerbagiSerupa 4.0.