Melola Discovery

← Melola Discovery

Open access Journal

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

24 authors · 44 co-authorship links · 2 across different organisations

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

  • Universitas Halu Oleo
  • National Research and Innovation Agency
  • Politeknik Negeri Balikpapan
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Syamsul AlamUniversitas Halu Oleo3
Adrian TawaiUniversitas Halu Oleo2
Ayu Asmian TAffiliation unknown1
Asrianah HasanAffiliation unknown1
Sitti RamlahAffiliation unknown1
Yusmirat YusmiratAffiliation unknown1
Bahtiar BahtiarUniversitas Halu Oleo1
Imran MoitaAffiliation unknown1
Taufik TaufikNational Research and Innovation Agency1
Siti Rahmatul Mina Eba SaputriAffiliation unknown1
Justawan JustawanAffiliation unknown1
Muh FadillahAffiliation unknown1
Sri MuliatiUniversitas Halu Oleo1
Akbar WahbiAffiliation unknown1
Sitiil Mirnawati Binti Jaidil JaidilAffiliation unknown1
Liwaul LiwaulUniversitas Halu Oleo1
Ayu SafitriUniversitas Halu Oleo1
Armin ArminPoliteknik Negeri Balikpapan1
Barlian BarlianAffiliation unknown1
Jopang JopangUniversitas Halu Oleo1
Ratna Sari SariAffiliation 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 Oct 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<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>