THE EFFECT OF SERVICE QUALITY ON THE SATISFACTION OF PROTOCOLAN SERVICE USERS IN THE BANJARBARU CITY, INDONESIA GOVERNMENT

Rosa Milyzha, Budi Suryadi, J. Jamaluddin

Abstract


The scope of protocol assignments is reflected in several types of activities such as preparation for the implementation of events, reception/audience, travel leaders in and outside the country/region, arranging meetings/hearings, and conducting ceremonies. The role and function of the protocol also determines the success of an institutional activity even more so that it is attached to the leader because it will create a social order that brings one another closer, creates a ceremony that is wisdom and order, also creates order in carrying out activities. So that we need the best performance and service in order to create satisfaction for protocol service users, one of which is to pay attention to the quality of service through excellent service indicators. This study aims to analyze the effect of service quality consisting of variables reliability, responsiveness, assurance, empathy and tangibles both partially and simultaneously on satisfaction of protocol service users in the Banjarbaru City Government and to find out which variables are the most dominant influence on satisfaction of the service. The method used in this study is a quantitative method, with a population of 54, a sample of 54 people and data analysis techniques with research instruments validity test, reliability test, classical assumption and using multiple linear regression. The results of this study indicate that the variables reliability, responsiveness, assurance, empathy and tangibles partially have a significant effect on satisfaction of protocol service users in the Banjarbaru City Government, all these independent variables have a significant influence on the dependent variables simultaneously and variables that dominant influence on satisfaction of protocol service users in the Banjarbaru City Government is responsiveness, adjusted determination (R2) is 0.511 or 51.1%, this shows the amount of contribution given by all independent variables to the dependent variable. Some suggestions from this study include improvements to the services provided by the variables of reliability, responsiveness, assurance, empathy and tangibles, and suggestions for future research. It is expected that adding other variables can be known which variables have a significant effect on the satisfaction of protocol service users.

 

Article visualizations:

Hit counter

DOI

Keywords


service quality, service user satisfaction, protocol

Full Text:

PDF

References


Lovenia, Chiristiana Okky Agusta. 2012. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Jateng Cabang Utama Semarang. Undergraduate thesis, Universitas Diponegoro. Semarang.

Peraturan pemerintah Nomor 62 tahun 1990 tentang ketentuan Keprotokolan Mengenai Tata Tempat. tata Upacara, dan Tata Penghormatan.

Peraturan Walikota Banjarbaru Nomor 8 tahun 2017 Tentang Rincian Tugas Pelaksana Pada Sekretariat Daerah Kota Banjarbaru.

Rosyid, Wahidur. 2014. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pembiayaan (Studi Kasus BPRS Situbondo). Undergraduate thesis, Universitas Islam Negri Sunan Kalijaga. Yogyakarta.

Rozak, Abdul. 2018. Pengaruh Kualitas Layanan Terhadap Kepuasan Pengguna Jasa Sub Unit Protokoler Institut Teknologi Sepuluh Nopember Surabaya. Undergraduate thesis, Universitas 17 Agustus 1945. Surabaya

Santoso, Singgih. 2005. Statistik Parametik. PT Gramedia Pustaka: Jakarta.

Supriyanto, Achmad Sani and Masyhuri Machfudz. 2010. Metodologi Riset: Manajemen Sumberdaya Manusia. Malang: UIN-Maliki Press.

Undang-undang Nomor 23 tahun 2014 tentang Pemerintah Daerah.

Undang-undang Nomor 9 Tahun 2010 tentang Keprotokolan.




DOI: http://dx.doi.org/10.46827/ejhrms.v0i0.578

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 European Journal of Human Resource Management Studies

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

The research works published in this journal are free to be accessed. They can be shared (copied and redistributed in any medium or format) and\or adapted (remixed, transformed, and built upon the material for any purpose, commercially and\or not commercially) under the following terms: attribution (appropriate credit must be given indicating original authors, research work name and publication name mentioning if changes were made) and without adding additional restrictions (without restricting others from doing anything the actual license permits). Authors retain the full copyright of their published research works and cannot revoke these freedoms as long as the license terms are followed.

Copyright © 2015-2018. European Journal Of Human Resource Management Studies (ISSN 2601-1972) is a registered trademark. All rights reserved.

This journal is a serial publication uniquely identified by an International Standard Serial Number (ISSN) serial number certificate issued by Romanian National Library. All the research works are uniquely identified by a CrossRef DOI digital object identifier supplied by indexing and repository platforms. All the research works published on this journal are meeting the Open Access Publishing requirements and standards formulated by Budapest Open Access Initiative (2002), the Bethesda Statement on Open Access Publishing (2003) and  Berlin Declaration on Open Access to Knowledge in the Sciences and Humanities (2003) and can be freely accessed, shared, modified, distributed and used in educational, commercial and non-commercial purposes under a Creative Commons Attribution 4.0 International License. Copyrights of the published research works are retained by authors.


 

Hit counter