The Effect of Tangible Service Quality on The Performance of The Regional Office of Directorate General of State Assets Management West Kalimantan

Aan Kurniyanta ()
Additional contact information
Aan Kurniyanta: Faculty of Economics, University of Jember, Indonesia. Author-2-Name: Tatik Amani Author-2-Workplace-Name: Faculty of Economics, University of Jember, Indonesia. Author-3-Name: Siti Maria Wardayati Author-3-Workplace-Name: Faculty of Economics, University of Jember, Indonesia Author-4-Name: Muhammad Saleh Author-4-Workplace-Name: University of Jember, Indonesia

GATR Journals from Global Academy of Training and Research (GATR) Enterprise

Abstract: "Objective � The objective of this study was to test and analyze the public sector performance from the customer perspective. This research is to see that Directorate General of State Assets Management (DJKN) can determine the factors that influence its performance, and consistently maintain the performance that its provider. Moreover, it also aims to examine and analyze the effect of tangible service quality to public sector performance using multiple regression analysis to test the hypothesis. Methodology/Technique � This study uses purposive sampling method and obtained 58 respondents who are clients of DJKN Regional Office of West Kalimantan as the study sample. The data used is primary data collected through questionnaires. Findings � The results showed that the service time and the conditions of the office or facilities significantly affect the customer's satisfaction. While the service procedures, the cost of service, and the service staff did not significantly affect the customer's satisfaction. Novelty � The implication of this study is the DJKN Regional Office in improving the performance requires improvement in some aspects related to the customer's perspectives to improve the satisfaction of the customers which can encourage the achievement of better performance."

Keywords: Public Sector Performance; Customer Perspective; Tangible Service Quality; Customer�s Satisfaction. (search for similar items in EconPapers)
JEL-codes: H83 M40 (search for similar items in EconPapers)
Pages: 12
Date: 2017-03-08
New Economics Papers: this item is included in nep-sea
References: View complete reference list from CitEc
Citations:

Published in Journal of Business and Economics Review, Volume 2, Issue 1

Downloads: (external link)
http://gatrenterprise.com/GATRJournals/pdf_files/J ... (1)-CIBSSR-00129.pdf (application/pdf)
http://gatrenterprise.com/GATRJournals/online_submission.html

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gtr:gatrjs:jber121

Access Statistics for this paper

More papers in GATR Journals from Global Academy of Training and Research (GATR) Enterprise
Bibliographic data for series maintained by Prof. Dr. Abd Rahim Mohamad ().