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Open access Jurnal

Kualitas Pelayanan Publik Terhadap Kepuasan Nasabah Pada PT. Taspen (Persero) Cabang Kota Kendari

REZ PUBLICA : Jurnal Administrasi Negara, Politik-Pemerintahan & Hubungan Internasional · Vol. 7 No. 1 (2021) · pp. 100–109

DOI
10.33772/rzp.v7i1.19940
ISSN
2460-058X
Published
2021-05-05
Publisher
Laboratorium Ilmu Administrasi Negara Universitas Halu Oleo
Language
eng
License
creativecommons.org/licenses/by/4.0

Abstract

This study aims to determine the effect of service quality on customer satisfaction at PT. TASPEN (Persero) Kendari City branch. This type of research is qualitative. With informants as many as 5 customers of PT TASPEN (Persero) Kendari City branch. Data collection techniques are interviews and document studies. The data analysis technique used is descriptive qualitative analysis. The results showed that service quality had an influence on customer satisfaction at PT TASPEN (Persero) Kendari City branch. Based on the results of research and discussion between service quality and customer satisfaction, there is a very close relationship where if the service quality is good then the customer gives a good response and vice versa.

Keywords

Collaboration network of the authors

40 authors · 116 co-authorship links · 14 across different organisations · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Universitas Muhammadiyah Parepare
  • IPB University
  • Institut Agama Islam Negeri Kendari
  • Universitas Islam Negeri Sultan Syarif Kasim Riau
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Akhyar AbdullahUniversitas Halu Oleo6
Sahrun SahrunAffiliation unknown5
Syamsul AlamAffiliation unknown4
Arifin UthaUniversitas Halu Oleo4
Imam FadlyUniversitas Muhammadiyah Parepare3
Eka SuaibUniversitas Halu Oleo3
Erni QomariyahAffiliation unknown3
Makmur KambolongUniversitas Halu Oleo3
Ninik Endang PurwatiAffiliation unknown3
Liwaul LiwaulUniversitas Halu Oleo3
Adrian TawaiUniversitas Halu Oleo2
Bahtiar BahtiarUniversitas Halu Oleo2
Muhammad BasriAffiliation unknown2
Akbar WahbiAffiliation unknown2
Jopang JopangUniversitas Halu Oleo2
Nurjannah NurjannahInstitut Agama Islam Negeri Kendari2
Justawan JustawanAffiliation unknown2
Sartono SartonoUniversitas Halu Oleo2
Agus BuonoIPB University1
Irman HermadiIPB University1
Risma RustiyanUniversitas Islam Negeri Sultan Syarif Kasim Riau1
Nuralfiliani NuralfilianiUniversitas Muhammadiyah Parepare1
Muhammad JabirUniversitas Muhammadiyah Parepare1
Nurhatimah HasanAffiliation unknown1
Zulfitrah AnsarUniversitas Muhammadiyah Parepare1
T NurfadilaUniversitas Muhammadiyah Parepare1
Andi WirdayaniAffiliation unknown1
Ayu Asmian TAffiliation unknown1
Hardiansyah HardiansyahAffiliation unknown1
Asrianah HasanAffiliation unknown1
Sitti RamlahAffiliation unknown1
Akhyar SujiantoAffiliation unknown1
Noor Wina AmasAffiliation unknown1
Sarinandi SarinandiAffiliation unknown1
Yusmirat YusmiratAffiliation unknown1
Imran MoitaAffiliation unknown1
Ingrid Ayu Lestari AdanAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/rezpublica/oai, first harvested 31 Okt 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">Kualitas Pelayanan Publik Terhadap Kepuasan Nasabah Pada PT. Taspen  (Persero) Cabang Kota Kendari</dc:title>
	<dc:creator>Nur, Ahmad Ali</dc:creator>
	<dc:creator>Bake, Jamal</dc:creator>
	<dc:creator>Mustakim, Mustakim</dc:creator>
	<dc:subject xml:lang="en-US">public administration</dc:subject>
	<dc:subject xml:lang="en-US">Service Quality; Costumer Satisfaction.</dc:subject>
	<dc:description xml:lang="en-US">This study aims to determine the effect of service quality on customer satisfaction at PT. TASPEN (Persero) Kendari City branch. This type of research is qualitative. With informants as many as 5 customers of PT TASPEN (Persero) Kendari City branch. Data collection techniques are interviews and document studies. The data analysis technique used is descriptive qualitative analysis. The results showed that service quality had an influence on customer satisfaction at PT TASPEN (Persero) Kendari City branch. Based on the results of research and discussion between service quality and customer satisfaction, there is a very close relationship where if the service quality is good then the customer gives a good response and vice versa.</dc:description>
	<dc:publisher xml:lang="en-US">Laboratorium Ilmu Administrasi Negara Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2021-05-05</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:type xml:lang="en-US">qualitative methods</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/rezpublica/article/view/19940</dc:identifier>
	<dc:identifier>10.33772/rzp.v7i1.19940</dc:identifier>
	<dc:source xml:lang="en-US">REZ PUBLICA : Jurnal Administrasi Negara, Politik-Pemerintahan &amp; Hubungan Internasional; Vol 7, No 1 (2021): Maret - Mei; 100-109</dc:source>
	<dc:source>2460-058X</dc:source>
	<dc:source>10.33772/rzp.v7i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/rezpublica/article/view/19940/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2021 Ahmad Ali Nur, Jamal Bake, Mustakim Mustakim</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>