TA : Pembuatan Aplikasi Analisis Pengaruh Kualitas Pelayanan E-Procurement Terhadap Kepuasan Pelanggan Menggunakan Metode
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Institusion
Universitas Dinamika
Author
Yudhistira, Arnoldus Yansen Friska Danar
Januar Wibowo (LECTURER ID : .)
Sulistiowati . (LECTURER ID : .)
Januar Wibowo (LECTURER ID : .)
Sulistiowati . (LECTURER ID : .)
Subject
650 Management & auxiliary services
Datestamp
2015-08-14 01:19:48
Abstract :
As an evidence of improved quality of public services, Surabaya's Government is proposing ISO certification. The terms to apply ISO certification is there is required assessment of customer satisfaction conducted periodically. Facts that occurred during this time is the measurement of customer satisfaction conducted by the Surabaya City Government only when socialization program recently. Due to customer e-Procurement spread not only in Surabaya, not all partners may be present at the assessment of customer satisfaction as a result of socialization is not fully represented. For that Surabaya City Government needs to analyze the influence of e-Procurement service quality to customer satisfaction. Based on this analysis applications web-based customer satisfaction is made. This application use multiple linear regression, the statistical test to find the effect of service quality of e-Procurement Surabaya City Government to customer satisfaction. This application uses five independent variables are the five dimensions of service quality and the dependent variable is customer satisfaction. From the results of the application output, it is concluded that all the independent variables affect the dependent variable. Where the dimensions of the physical appearance of a greater effect than the other four dimensions.
As an evidence of improved quality of public services, Surabaya's Government is proposing ISO certification. The terms to apply ISO certification is there is required assessment of customer satisfaction conducted periodically. Facts that occurred during this time is the measurement of customer satisfaction conducted by the Surabaya City Government only when socialization program recently. Due to customer e-Procurement spread not only in Surabaya, not all partners may be present at the assessment of customer satisfaction as a result of socialization is not fully represented. For that Surabaya City Government needs to analyze the influence of e-Procurement service quality to customer satisfaction. Based on this analysis applications web-based customer satisfaction is made. This application use multiple linear regression, the statistical test to find the effect of service quality of e-Procurement Surabaya City Government to customer satisfaction. This application uses five independent variables are the five dimensions of service quality and the dependent variable is customer satisfaction. From the results of the application output, it is concluded that all the independent variables affect the dependent variable. Where the dimensions of the physical appearance of a greater effect than the other four dimensions.
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