Analysis the Level of Satisfaction and Consumer Expectations on

Service Quality BPS in Jayawijaya District, Papua Province

Elsyan Rienette Marlissa

Faculty of Economics and Business, Universitas Cenderawasih, Papua, Indonesia

Keywords: Banking, Biro Pusat Statistik (BPS), Finance, Papua.

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

1 INTRODUCTION

BPS statistical data and information is a very

important source of information in the development

process, because it is used by stakeholders in

planning, budgeting and evaluating development.

Good and relevant data can be one indicator that can

be used to measure the performance of BPS District

/ City services in Papua Province.

Quality data is not only needed by development

implementers at the provincial, district / city

government levels, but public awareness (private,

students and the general public) of the importance of

data also increases the demand for data that must

always be responded quickly by BPS. Until now,

various efforts have been made by BPS in

Jayawijaya district to meet consumer demand, but

only to meet data needs with public services based

on the concept of excellent service.

In addition to data quality, the quality of services

provided by BPS in Jayawijaya district is also one of

the performance measures of BPS Jayawijaya

district in providing services to consumers in

government institutions / SKPD, students, private

sector, LSM and the general public as data users.

BPS in Jayawijaya District will see the results of its

services by getting various responses from SKPD,

the private sector, LSM and the general public in

terms of data users. Therefore, it is necessary to

carry out monitoring and evaluation of the

availability and suitability of data and data user

satisfaction on the services provided by BPS in

Jayawijaya district so far. For this reason, it is

necessary to conduct research on customer

satisfaction with the provision of data and services

provided by BPS in Jayawijaya Regency.

Rienette Marlissa, E.

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

DOI: 10.5220/0009905000002480

In Proceedings of the International Conference on Natural Resources and Sustainable Development (ICNRSD 2018), pages 481-489

ISBN: 978-989-758-543-2

481

2 LITERATURE REVIEW

2.1 Definition of Consumer Satisfaction

The law of diminishing marginal utility that

consumer satisfaction after several additions at a

time is not only reduced, but will continue with the

addition of zero which means that there is no

additional satisfaction at all in the additional

consumption made by consumers (Samuelson &

Nordhaus, 2001). Kotler said that customer

satisfaction is a person's feelings after comparing

what he feels with his expectations for the

performance of a product [2]. Satisfaction or

dissatisfaction of consumers is a response to the

evaluation of perceived non-conformity or

disconfirmation between previous expectations and

the actual performance of the product that is felt

after use[3]. Oliver stated that customer satisfaction

is a summary of psychological conditions produced

when emotions surrounding expectations do not

match and are multiplied by the feelings formed

about the consumption experience [4]. Westbrook &

Reilly

mengemukakanbahwakepuasankonsumenmerupakan

responemosionalterhadappengalaman yang

berkaitandenganprodukataujasa yang

dibeli(Tjiptono, 2005).

Gaspers said that customer satisfaction is very

dependent on consumer perceptions and

expectations. The factors that influence consumer

perceptions and expectations include:

a. Needs and desires related to things that

consumers feel when trying to make transactions

with product manufacturers.

b. Past experience when consuming products from

companies and competitors..

c. Experience from friends.

2.2 Components of Consumer

Satisfaction

As noted above, there is a lot of definition of

consumer satisfaction. According to Giese & Cote,

although there are many definitions of customer

satisfaction, in general it still leads to three main

components:

a. Response: Type and intensity

Consumer satisfaction is an emotional and

cognitive response. The intensity of the response

starts from being very satisfied and liking the

product to an apathetic attitude towards certain

products.

b. Focus

Focus on the performance of objects adjusted to

several standards. This standard value is directly

related to products, consumption, shopping

decisions, sellers and shops.

c. Response time

Responses occur at certain times, including: after

consumption, after the selection of products or

services, based on accumulative experience.

Duration of satisfaction leads to how long respir

satisfaction ends.

2.2 Characteristics of Satisfied

Consumers

Kotler stated the characteristics of satisfied

consumers as follows :

a. Loyal to the product

Satisfied consumers tend to be loyal where they

will buy back from the same producer

b. The existence of positive word-of-mouth

communication

Word of mouth communication that has positive,

recommendations to other potential customers

and says good things about products and

companies

c. Companies become the main consideration when

buying other brands

When consumers want to buy another product,

the company that has given satisfaction to them

will be the main consideration.

2.4 Element of Consumer Satisfaction

Wilkie stated that there are 5 elements in consumer

satisfaction :

a. Expectations

Consumer expectations of an item or service

have been established before consumers buy the

item or service. During the purchase process,

consumers expect that the goods or services they

receive are in line with their expectations, desires

and beliefs.

Goods or services that are in accordance with

consumer expectations will cause consumers to

feel satisfied.

b. Performance

Consumer experience of the actual performance

of goods or services when used without being

influenced by their expectations. When the actual

performance of goods or services is successful,

consumers will feel satisfied.

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482

c. Comparison

This is done by comparing the performance

expectations of goods or services before buying

with the perception of the actual performance of

the goods or services. Consumers will feel

satisfied when expectations before purchase

match or exceed their perceptions of the actual

performance of the product.

d. Confirmation/disconfirmation

Consumer expectations are influenced by their

experience of using brands of goods or services

that are different from others. Confirmation

occurs when expectations are in accordance with

the actual performance of the product. otherwise

disconfirmation occurs when expectations are

higher or morelow of the actual performance of

the product. consumers will feel satisfied when

confirmation / discofirmation occurs.

2.5 Types of Customer Satisfaction and

Dissatisfaction

Sumarwan explained that the theory of satisfaction

and consumer dissatisfaction were formed from the

expectation disconfirmation model, which explained

that the satisfaction or dissatisfaction of consumers

was the impact of the comparison between customer

expectations before the actual purchase of the

customer from the product or service. Customers'

expectations when buying actually consider the

function of the product (product performance)

Product functions include:

a. The product can function better than expected,

called positive disconfirmation. If this happens

then the customer will feel satisfied.

b. The product can function as expected, called a

simple confirmation. The product does not give

satisfaction and the product does not disappoint

so customers will have a neutral feeling.

2.6 Definition of Service Quality

The definition of service quality is centered on

efforts to meet customer needs and desires as well as

the accuracy of delivery to offset customer

expectations. Wyckofas quoted by Tjiptono defines

service quality as "the expected level of excellence

and control over the level of excellence to meet

customer desires". Parasuraman et al as quoted by

Christina defines service quality as "a reflection of

consumers' evaluative perceptions of services

received at a certain time". Based on the two

definitions of service quality above, it can be seen

that the two main factors that affect service quality,

namely the service that is expected (expected

service) of consumers and services received or

perceived (perceived service) by consumers or

perceived results.

2.7 Definition of E-Government

According to CahyanaAhmadjayadi in the 2006

keynote speech Workshop on Standardization

Towards e-Government Interoperability, explained

that: "e-Government is an activity related to the

efforts of all government institutions in working

together utilizing communication and information

technology, so that they can provide electronic

services and accurate information to individuals and

businesses. The e-Government Initiative is a

continuous process to improve government

performance and provide efficient services to the

public. It should be emphasized that efficiency is

very dependent on time and technology. Highly

efficient e-Government is not necessarily efficient in

the next few years because of the development of

TIK and the demands of its stakeholders. "

Development of e-Government is an effort to

develop governance through the use of electronic

media to improve the quality of public services.

With the development of e-Government, it is

necessary to restructure the work system and

processes in the government environment through

the use of information technology. The utilization of

information technology includes 2 activities or

activities that are directly related (Inpres No.3, 2003)

a. Data processing, information management,

management systems and work processes

electronically;

b. Utilization of advances in information

technology so that public services can be

accessed easily and cheaply by the public in all

regions of the country.

3 METHODOLOGY

3.1 Population and Sample

Sampling by random system (random sampling

system). Object / respondent who become the

sample in this research amounted to 40 respondents

spread in some institutions / institutions located in

the region Jayawijaya Regency, with the

composition as follows:

1. Government Agencies of at least 60 percent (24

Respondents)

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

483

2. Private as much as 10 percent (4 respondents)

3. Education and Research Institutions around 10

percent (4 Respondents)

4. Others as much as 20 percent (8 Respondents)

3.2 Research Variable

Levels of Customer Satisfaction and Expectation on

aspects of Quality of Service, Focus on:

requirements, SOP, Cost of Staff, Facilities,

Complaints Service and Website.

The level of satisfaction and expectations of

consumers for the quality aspects of data for social

statistics.social statistics, production statistics,

distribution and service statistics, balance sheets and

statistical analysis, statistical methodology with a

focus on: accuracy, accuracy, relevance,

accessibility, comparability, aligned with other

sources.

3.3 Data Analysis Method

1) Aspects of Satisfaction and Expectation on

Aspects Service quality and data quality of BPS

in Maerauke district uses Web analysis tools.

Factors that influence the satisfaction of BPS

service / service users in Jayawijaya district

1. Level of Expectation / Interest

Consumers will assess the importance of

service quality, using a liqueur scale of

values 1-4

1 :Very unimportant

2.: Not important

3 :Important

4:Very important

2. Service / satisfaction level

Consumers will assess service quality /

satisfaction of service quality, using a

liqueur scale of values 1-4

1: Very dissatisfied

2: Not satisfied

3: Satisfied

4: Very Satisfied

Table 1: Criteria for Assessment of Satisfaction Aspectson

Service Aspects.

SCORE Satisfaction

1 Very dissatisfie

2 Not satisfie

3 Satisfie

4 Ver

Satisfie

Source, BPS, November 2017

Table 2: Aspect Assessment Criteriaon Service Aspects.

SCORE Satisfaction

1 Very unimportant

2 Not important

3 Important

4Ver

ortant

Source, BPS, November 2017

2) To determine the level of customer satisfaction

with the quality of service of BPS in

Jayawijaya Regency based on factors that

influence consumer satisfaction using the

method of Importance Performance Analysis

(Cartesian Diagram) is used to find out the

things that become priority improvements to

the factors that influence the level of customer

satisfaction with BPS service quality.

To analyze or compare BPS services /

performance that can be felt by service users

(consumers) compared to the desired level of

satisfaction. The level of suitability is the result

of a comparison between the service score and

the importance score, so that this level of

suitability will determine the priority scale to

be used in handling

Decision score will be compared with the level

of suitability, if the value of the suitability level is

small from the value of the decision making score

then the attribute needs improvement (Action) and if

the suitability level is greater than the score, then the

attribute needs to be maintained (Hold.).

Figure 1: Cartesius diagram

A Main priority

(Concentrate Here)

B. Maintain Achievement

(Keep Up The Good Work)

In quadrant A there are

factors that are considered

important and / or expected by

consumers, BPS performance is

deemed unsatisfactory so the

BPS needs to concentrate on

allocating its resources to

improve performance in this

quadrant (Quadrant A)

In Quadrant B there are

factors that are considered

important and are expected to

be a factor supporting

consumer satisfaction so that

BPS is obliged to maintain

the performance achievement

(Quadrant B)

C.Low Priority D. Possibly Overkill

In the C quadrant there are

factors that are considered to

have a low level of perception or

BPS performance and are not too

important and or not too

expected by consumers so that

BPS needs to prioritize or give

more attention to low Priority

factors (Quadrant C)

There is a factor that is

deemed not too important

and not too expected by

customers to BPS to better

allocate resources related to

factors in quadrant D to other

factors that have a higher

priority level (quadrant D).

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4 RESULT AND DISCUSSION

4.1 Respondent Characteristics

Figure 2: Place of Respondents Activities. Source BPS,

data processed, November 2017

The respondents in Jayawijaya Regency were

government agencies as many as 8 respondents,

SKPD as many as 16 respondents consisting of

several SKPD, Domestic Education and Research

Institutions 11 respondents, and others as many as 3

respondents.

Figure 3: The Last Education that Respondents

Endured.Source BPS, data processed, November 2017

The last education of respondents in Jayawijaya

District showed that generally undergraduate

education is below.

Value of the Aspect of Satisfaction and Hope

on the Aspect of Quality of BPS Services

Figure 4: WEB (Spider Web) Satisfaction Aspect on The

Aspect of Quality of BPS Services.

Table 3: Satisfaction Aspect on The Aspect of Quality of

BPS Services.

Satisfaction

Requireme

nts

Sop Cost

Employ

Facilitie

Complaint

s Service

Websit

2,915 2,988 2,659 3,034 2,927 2,927 3,063

Source BPS, data processed, November 2017

Achievement in the aspect of quality of service

for satisfaction gets a value of 2.9, meaning

"unsatisfactory / dissatisfied", meaning that there is a

need for improvement of aspects of service quality,

especially in the variable costs.

Value of Aspects Satisfaction and

Expectation of BPS Service Quality Aspects

Figure 5: WEB (Spider Web) Aspect of Hope on The

Aspect of Quality of BPS Services.

63%

14%

20%

SKPD

Pendidian dan

Penelitian

Dalam Negeri

Media Massa

10%

25%

65%

SLTA Ke bawah

D1 - D3

D4 - S1

S2 - S3

1,00

2,00

3,00

4,00

PERSYARATAN

SOP

BIAYA

TENAGA

PETUGAS

FASILITAS

LAYANAN

ADUAN

WEBSITE

1,00

2,00

3,00

4,00

PERSYARATAN

SOP

BIAYA

TENAGA

PETUGAS

FASILITAS

LAYANAN ADUAN

WEBSITE

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

485

Table 4: Aspect of Hope on The Aspect of Quality of BPS

Services.

ectation

Requirem

ents

Sop Cost

Employe

Facilities

Complain

ts Service

Website

3,049 3,016 2,732 2,902 3,130 3,012 3,034

Source BPS, data processed, November 2017

Achievements in the quality aspect Service for

Expectation gets a value of 2.98 meaning "not

important" focus Customer satisfaction on the

quality aspect Service to expect to have a value of 2,

which means important are Facilities, Requirements

and SOP.

Value of the Aspect Satisfaction and

Expectation on the Data Quality of BPS Data

(Production Statistics)

Figure 6: WEB (Spider Web) Satisfaction Aspect on Bps

Data Quality Aspect.

Figure 7: (Spider Web) Aspect of Hope on BPS Data

Quality Aspect.

Achievements in the Quality aspect of Service

for satisfaction of getting a score of 3.11 means

"satisfying / satisfied

Achievements in the Quality Aspect of Service for

Expectation get a value of 2.88, meaning "not

important"

Value of Aspect of Satisfaction and

Expectation on BPS Data Quality Aspects

(Service Distribution Statistics)

Figure 8: WEB (Spider Web) Satisfaction Aspect on BPS

Data Quality Aspect.

Figure 9: WEB (Spider Web) Aspect of Expectation on

BPS Data Quality Aspect.

Achievements in the quality aspects of service

for satisfaction get a value of 2.78 meaning

"unsatisfactory / dissatisfied". Achievements in the

Quality Aspect of Service for Expectation get a

value of 2.91, meaning "not important"

Value from the Aspect of Satisfaction and

Expectation on the Quality Aspect of BPS

Data (Balance Sheet and Statistical Analysis)

Figure 10: WEB (Spider Web) Satisfaction Aspect on BPS

Data Quality Aspect.

1,00

2,00

3,00

4,00

Akurasi

Kemuktahiran

Relevansi

Aksesbilitas

KomparasiKeselarasan

Interpretasi

Kelengkapan

Aktualitas

1,00

2,00

3,00

4,00

Akurasi

Kemuktahi…

Relevansi

Aksesbilitas

KomparasiKeselarasan

Interpretasi

Kelengkap…

Aktualitas

1,00

2,00

3,00

4,00

Akurasi

Kemuktahiran

Relevansi

Aksesbilitas

KomparasiKeselarasan

Interpretasi

Kelengkapan

Aktualitas

1,00

2,00

3,00

4,00

Akurasi

Kemuktahiran

Relevansi

Aksesbilitas

KomparasiKeselarasan

Interpretasi

Kelengkapan

Aktualitas

1,00

2,00

3,00

4,00

Akurasi

Kemuktahiran

Relevansi

Aksesbilitas

KomparasiKeselarasan

Interpretasi

Kelengkapan

Aktualitas

ICNRSD 2018 - International Conference on Natural Resources and Sustainable Development

486

Figure 11: WEB (Spider Web) Aspect of Expectation on

Bps Data Quality Aspect.

Achievements in the quality aspect of service for

satisfaction of getting a score of 3.08 means

"satisfying / satisfied

Achievements in quality aspects of Service for

Expectation get a score of 3, meaning "important"

Value of Aspects of

Satisfaction and Expectation

of BPS Data Quality Aspects (Methodology)

Figure 12: WEB (Spider Web) Satisfaction Aspect on BPS

Data Quality Aspect.

Figure 13: WEB (Spider web)Aspect of Expectation on

BPS Data Quality Aspect.

Achievements in the quality aspects of service

for satisfaction get a value of 2.88 meaning

"unsatisfactory / dissatisfied"

Achievements in the Quality Aspect of Service for

Hope get a value of 2.98, meaning "not important"

Importance Performance Analysis (Cartesian

diagram) is used to find out the focus or things that

become priority improvements to the factors that

affect the level of customer satisfaction with the

quality of BPS services

The results of the development of each attribute in

each quadrant in Figure 2 below:

Figure 14: Results of calculation of Cartesian Diagram.

Source BPS, data processed, November 2017

1,00

2,00

3,00

4,00

Akurasi

Kemuktahiran

Relevansi

Aksesbilitas

KomparasiKeselarasan

Interpretasi

Kelengkapan

Aktualitas

1,00

2,00

3,00

4,00

Akurasi

Kemuktahiran

Relevansi

Aksesbilitas

KomparasiKeselarasan

Interpretasi

Kelengkapan

Aktualitas

1,00

2,00

3,00

4,00

Akurasi

Kemuktahiran

Relevansi

Aksesbilitas

KomparasiKeselarasan

Interpretasi

Kelengkapan

Aktualitas

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

487

A Main priority B Defend Achievement

Main priority

In quadrant A there is a factor, 1.5.6

which is considered important and / or

expected by consumers, BPS

performance is deemed unsatisfactory

so BPS needs to concentrate on

allocating its resources to improve the

performance of this quadrant

1. REQUIREMENTS (2,915)

5. FACILITIES (2,927)

6. COMPLAINTS SERVICE (2,927)

2. SOP (2,988)

7. WEBSITE

(3,063)

Maintain Achievement (Keep

Up The Good Work)

In Quadrant B there is a factor

of 2.7 which is considered

important and is expected as a

factor supporting customer

satisfaction so that BPS is

obliged to maintain the

performance achievement

C Low Priority D Possibly Overkill

Low Priority

In quadrant C there is a factor 3 which

is considered to have a low level of

perception or BPS performance and is

not too important and or not too

expected by consumers so that BPS

needs to prioritize or give more

attention to factor 3 (Cost).

3.COSTS (2,659) 4.EMPLOYEES

(3,034)

In Quadrant D there is a factor

4 which is considered not too

important and not too

expected by the customer so

that the BPS is better to

allocate resources related to

the EMPLOYEE's POWER

factor to other factors that

have a highe

priority level

Figure 15: Results of calculation of Cartesian Diagram

From figure 15 the Cartesian Diagram above can be

explained that:

Quadrant A

Quadrant A is an area that is focused / considered

important by consumers, but in reality these focus /

attributes are still not as expected by consumers. In

this case the BPS of Jayawijaya Regency needs to

make the best improvements to increase customer

satisfaction towards the focus / attributes included in

quadrant A. Attributes included in quadrant A are

attributes 1. REQUIREMENTS (2,915) and 5.

FACILITIES (2,927) and 6. COMPLAINTS

SERVICE (2,927).

As for some things that should be done in order to

improve or adjust to some of the things that are

prioritized above, the first among others is the need

to do REQUIREMENTS, provision of BPS service

room facilities so that consumers get satisfaction and

comfort in SERVICES.

Quadrant B

Quadrant B is an area that contains the focus /

attributes that are considered important by

consumers, and the focus / attributes are considered

to be in accordance with the wishes of consumers so

that the level of customer satisfaction is relatively

higher, so it needs to be maintained by BPS in

Jayawijaya Regency because it can provide

appropriate services with the wishes of consumers so

that consumers feel satisfied. The focus / attributes

included in this quadrant are: 2. SOP (2,988) and 7.

WEBSITE (3,063).

Quadrant C

Quadrant C is a region that contains focus /

attributes that are considered less important by

consumers and in fact the service / performance of

the BPS is considered unsatisfactory. But it does not

rule out the possibility of quadrant C in the future

being an important concern by consumers, so BPS

must also consider this. The attributes included in

this quadrant are: 3. COSTS (2,659).

Quadrant D

Quadrant D is an area that contains the focus /

attributes that are considered less important by

consumers and the servants / performance performed

by BPS is felt to be too high or excessive, so BPS

does not need to make improvements. The attributes

included in this quadrant are: 4. EMPLOYEES

(3,034).

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4 CONCLUSION AND

RECOMMENDATION

4.1 Conclusion

1. Value of Aspect Satisfaction and Expectation on

Service Quality Aspects BPS in Jayawijaya

district to date states that the value of satisfaction

and expectation aspects on data quality for

satisfaction aspects states satisfied with score 3.

And Value of Satisfaction and Expectation Value

on BPS Data Quality Aspects (Statistics

Socially) to date states that the value of the

satisfaction aspect states (score 3) Satisfied and

Expectations of the Quality of Service Quality

BPS Satisfaction states (Score 3) is Important.

2. The focus / attributes contained in Quadrant A

are the focus / attributes that need to be

considered by BPS are 1. REQUIREMENTS

(2,915), 5. FACILITIES (2,927), 6.

COMPLAINTS SERVICE (2,927) to keep its

Consumers satisfied with various services and

quality of BPS data. BPS Jayawijaya Regency

should make the factors contained in quadrant A

as a strategy to compete with other Data /

Information Provider Institutions, whether

conducted by Bappeda or LSM and other

institutions.

4.2 Recommendation

1. Provision of quality BPS services needs to be

improved so as to achieve minimum service

standards, especially in terms of requirements

must be reviewed and improve the quality of

human resources involved in services by

allocating operating costs.

Provision of data quality should be carried out by

gathering data requirements from users,

especially related technical institutions.

2. In the implementation of the data update, the

BPS of Jayawijaya Regency should make the

factors, requirements, facilities and complaints

service in quadrant A as a strategy to compete by

competing with other Data / Information

Provider Institutions, whether conducted by

Bappeda or LSM and other institutions.

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