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      Analisis Kualitas Pelayanan Publik pada Frontdesk Bea Cukai Bogor

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      Date
      2024
      Author
      ibanezya, tama sophiaranti
      Saleh, Amiruddin
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      Abstract
      Penelitian ini bertujuan untuk menilai kualitas pelayanan publik yang disediakan di frontdesk Kantor Bea Cukai Bogor menggunakan model SERVQUAL. Model SERVQUAL terdiri dari dimensi Tangibles (bukti fisik), Reliability (keandalan), Responsiveness (daya tanggap), Assurance (jaminan), dan Empathy (empati) digunakan sebagai kerangka kerja untuk mengukur kualitas layanan. Metode penelitian yang digunakan adalah studi pendekatan deskriptif kualitatif, melibatkan wawancara mendalam dengan petugas humas Bea Cukai Bogor yang mana penelitian ini mengidentifikasi kekuatan dan kelemahan dalam penyampaian layanan. Tujuan penelitian adalah untuk mengetahui kualitas pelayanan pada frontdesk Bea Cukai Bogor dan faktor yang menentukan kualitas layanan. Hasil penelitian menunjukan model SERVQUAL efektif dalam menilai dan mengukur kualitas layanan di Bea Cukai Bogor dan ada juga faktor-faktor yang mempengaruhi kualitas layanan pada frontdesk Bea Cukai Bogor. Kesimpulannya adalah Pentingnya pelayanan publik yang berkualitas merupakan indikator krusial dari kinerja pemerintahan yang efektif dan efisien. Kualitas layanan di frontdesk sangat mempengaruhi persepsi masyarakat terhadap kinerja keseluruhan Kantor Bea Cukai Bogor.
       
      This research aims to assess the quality of public services provided at the front desk of the Bogor Customs Office using the SERVQUAL model. The SERVQUAL model, consisting of the dimensions of Tangibles, Reliability, Responsiveness, Assurance, and Empathy, is used as a framework to measure service quality. The research method employed is a qualitative descriptive approach, involving in-depth interviews with the public relations officers of the Bogor Customs Office. This research identifies the strengths and weaknesses in service delivery. The objective of the study is to determine the quality of service at the front desk of the Bogor Customs Office and the factors that influence service quality. The results of the study show that the SERVQUAL model is effective in assessing and measuring service quality at the Bogor Customs Office, and there are also factors influencing service quality at the front desk of the Bogor Customs Office. The conclusion is that the importance of quality public service is a crucial indicator of effective and efficient government performance. The quality of service at the front desk significantly influences public perception of the overall performance of the Bogor Customs Office.
       
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      http://repository.ipb.ac.id/handle/123456789/157920
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      • UT - Digital Communication and Media [306]

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