Analysis the Level of Satisfaction and Consumer Expectations on Service Quality BPS in Jayawijaya District, Papua Province

Elsyan Rienette Marlissa

2018

Abstract

The Government of Papua Provincial has made BPS (Central Bureau of Statistics) as one of the assets that provides services and data of the regional economy, as an institution that can be a leading contributor that contributes information about service quality and data quality for the region through the provision of quality BPS data. This study aims to identify and analyze the Content of Satisfaction and expectations of data user segmentation, BPS Service Quality and BPS data quality, satisfaction level and provide recommendations on the type and quality of data and statistical information and analyze BPS Service Variables in Jayawijaya Regency. The method used is Quantitative Analysis, Web Analysis and Cartesian Diagram (Importance Performance Analysis Matrix). The results showed : 1) Value of Aspects Satisfaction and Expectation of Service Quality Aspects BPS in Jayawijaya Regency has so far expressed satisfaction (score 3); Value of Aspect of Satisfaction and Expectation on BPS Data Quality Aspects up to now states satisfied (Score 3) and Expectation on Service Quality Aspects BPS states satisfied (Score 3) is Important ; 2) The focus contained in Quadrant A is the attribute 1. Requirements (2,915) and 5. Facilities (2,927) and 6. Complaint Services (2,927) which need to be considered by BPS to keep its Consumers satisfied with various BPS services and the quality of BPS data. BPS in Jayawijaya Regency should make the factors contained in quadrant A as a strategy to compete with other Data / Information Provider Institutions both carried out by Bappeda or LSM and other institutions. Provision of BPS services needs to be improved in order to achieve minimum service standards, especially in terms of requirements must be reviewed. And improve the quality of human resources involved in service by allocating operational costs

Paper Citation

in Harvard Style

Rienette Marlissa E. (2018). Analysis the Level of Satisfaction and Consumer Expectations on Service Quality BPS in Jayawijaya District, Papua Province. In Proceedings of the International Conference on Natural Resources and Sustainable Development - Volume 1: ICNRSD, ISBN 978-989-758-543-2, pages 481-489. DOI: 10.5220/0009905000002480

in Bibtex Style

@conference{icnrsd18,
author={Elsyan Rienette Marlissa},
title={Analysis the Level of Satisfaction and Consumer Expectations on Service Quality BPS in Jayawijaya District, Papua Province},
booktitle={Proceedings of the International Conference on Natural Resources and Sustainable Development - Volume 1: ICNRSD,},
year={2018},
pages={481-489},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009905000002480},
isbn={978-989-758-543-2},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference on Natural Resources and Sustainable Development - Volume 1: ICNRSD,
TI - Analysis the Level of Satisfaction and Consumer Expectations on Service Quality BPS in Jayawijaya District, Papua Province
SN - 978-989-758-543-2
AU - Rienette Marlissa E.
PY - 2018
SP - 481
EP - 489
DO - 10.5220/0009905000002480