ANALYSIS OF THE INFLUENCE OF AUCTION SERVICE QUALITY ON SERVICE
USER SATISFACTION AT THE YOGYAKARTA STATE WEALTH AND
AUCTION SERVICE OFFICE (KPKNL) YOGYAKARTA
Dublin Core
Title
ANALYSIS OF THE INFLUENCE OF AUCTION SERVICE QUALITY ON SERVICE
USER SATISFACTION AT THE YOGYAKARTA STATE WEALTH AND
AUCTION SERVICE OFFICE (KPKNL) YOGYAKARTA
USER SATISFACTION AT THE YOGYAKARTA STATE WEALTH AND
AUCTION SERVICE OFFICE (KPKNL) YOGYAKARTA
Subject
Auction service quality, service user satisfaction, KPKNL Yogyakarta, Customer
Satisfaction Index (CSI), survey
Satisfaction Index (CSI), survey
Description
This study aims to determine how much influence the quality of auction services has
on service user satisfaction at the Yogyakarta KPKNL. The independent variable in
this study is the quality of auction services, which includes 5 (five) dimensions
namely reliability, assurance, physicality, empathy and responsiveness. While the
dependent variable is service user satisfaction as measured using the appropriate
measurement scale. The research method used was a survey using a questionnaire
as a data collection instrument. The data obtained was analyzed using the Service
Customer Satisfaction Index/CSI technique to determine the level of satisfaction of
service users as a whole by taking into account the level of importance of the
product or service attributes and obtaining the result that the service element in the
perspective of the level of importance and satisfaction resulted in a total CSI of
187.9 or with the criteria is Very Satisfied.
on service user satisfaction at the Yogyakarta KPKNL. The independent variable in
this study is the quality of auction services, which includes 5 (five) dimensions
namely reliability, assurance, physicality, empathy and responsiveness. While the
dependent variable is service user satisfaction as measured using the appropriate
measurement scale. The research method used was a survey using a questionnaire
as a data collection instrument. The data obtained was analyzed using the Service
Customer Satisfaction Index/CSI technique to determine the level of satisfaction of
service users as a whole by taking into account the level of importance of the
product or service attributes and obtaining the result that the service element in the
perspective of the level of importance and satisfaction resulted in a total CSI of
187.9 or with the criteria is Very Satisfied.
Creator
Erwin Hanggoro Agung Nugroho1,Muinah Fadhilah
Source
https://jurnal.stie-aas.ac.id/index.php/IJEBAR
Date
2023
Contributor
peri irawan
Format
pdf
Language
english
Type
text
Files
Citation
Erwin Hanggoro Agung Nugroho1,Muinah Fadhilah, “ANALYSIS OF THE INFLUENCE OF AUCTION SERVICE QUALITY ON SERVICE
USER SATISFACTION AT THE YOGYAKARTA STATE WEALTH AND
AUCTION SERVICE OFFICE (KPKNL) YOGYAKARTA,” Repository Horizon University Indonesia, accessed April 20, 2025, https://repository.horizon.ac.id/items/show/7556.
USER SATISFACTION AT THE YOGYAKARTA STATE WEALTH AND
AUCTION SERVICE OFFICE (KPKNL) YOGYAKARTA,” Repository Horizon University Indonesia, accessed April 20, 2025, https://repository.horizon.ac.id/items/show/7556.