SERVICE QUALITY OF GOODS AND SERVICES PROCUREMENT UNITS TOWARDS CUSTOMER’S SATISFACTION

  • Bayu Indra Setia Universitas Pasundan
  • Atty Tri Juniarti Universitas Pasundan
  • Rohmat Sarman Universitas Pasundan
  • Erry S.R. Pangestu Universitas Pasundan

Abstract

Subang District has become surprisingly attractive by the existence of Patimban Port. The presence of investor has given impacts to the number of studies and works requiring the performance of Procurement Service Units (trans. Unit Layanan Pengadaan – ULP) of goods and services that satisfy customers, namely the Regional Work Unit (trans. Satuan Kerja Perangkat Daerah – SKPD) and Partners. Method used are descriptive and verifiative by using path analysis. The service quality is measured with the dimensions of tangible, empathy, responsiveness, reliability, and assurance. The descriptive result showed that service quality and customers’ satisfaction were pretty good and dimension of responsiveness had smallest average score as well. Meanwhile, the verificative result showed that there were positive and significant effects, both simultaneously and partially, on the dimension of empathy, responsiveness, reliability, and assurance towards customers’ satisfaction.

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Published
Jun 29, 2020
How to Cite
SETIA, Bayu Indra et al. SERVICE QUALITY OF GOODS AND SERVICES PROCUREMENT UNITS TOWARDS CUSTOMER’S SATISFACTION. TRIKONOMIKA, [S.l.], v. 19, n. 1, p. 43-50, june 2020. ISSN 2355-7737. Available at: <https://journal.unpas.ac.id/index.php/trikonomika/article/view/3072>. Date accessed: 27 nov. 2020. doi: http://dx.doi.org/10.23969/trikonomika.v19i1.3072.
Section
Articles