Analysis of Satisfaction of Work Units in Service State Budget and Budget System SPAN in the Covid 19 Pandemic Period at the State Vocational Service Office KPPN Tebing Tinggi City
Journal Title: International Journal of Trend in Scientific Research and Development - Year 2020, Vol 4, Issue 5
Abstract
Pandemic Corona Virues Diseases 19 Covid 19 currently disrupts almost most aspects of life in the world, including in government services. This has resulted in institutions making many changes in service in order to be able to move their customers and change them online. The State Treasury and Budget System SPAN is a system that has been implemented for several years in online financial services. Although the Covid 19 online pandemic system has also been implemented, it also affects the services provided, so it needs analysis of customer satisfaction in its use. This study aims to analyze aspects of customer satisfaction in SPAN services at KPPN Tebing Tinggi during the pandemic period. This research uses survey method with descriptive approach. The sample of this study were employees in the work unit in the Tebing Tinggi KPPN working area, which amounted to 62 respondents. Data analysis uses the Customer Satisfaction Index CSI method to determine the level of customer satisfaction and the Importance Performance Analysis IPA method to identify the level of importance of each service attribute as well as the priority of improvements that must be carried out by the KPPN. Based on the results of the study note the level of customer satisfaction with SPAN services based on CSI is 83.94 . Based on the IPA method there are two aspects of SPAN services that must be improved, namely payment and acceptance. Based on aspects of payment quality of service that must be improved is reliability, while the aspect of acceptance of service quality that must be improved is Responsiveness and Tangibility. The KPPN should set the Operational Standards Procedures back to adjust to the development of existing services in particular, adjustments to problems that cannot be intervened such as the Covid 19 pandemic. Jus Samuel Sihotang "Analysis of Satisfaction of Work Units in Service State Budget and Budget System (SPAN) in the Covid-19 Pandemic Period at the State Vocational Service Office (KPPN) Tebing Tinggi City" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5 , August 2020, URL: https://www.ijtsrd.com/papers/ijtsrd32935.pdf Paper Url :https://www.ijtsrd.com/management/public-sector-management/32935/analysis-of-satisfaction-of-work-units-in-service-state-budget-and-budget-system-span-in-the-covid19-pandemic-period-at-the-state-vocational-service-office-kppn-tebing-tinggi-city/jus-samuel-sihotang
Authors and Affiliations
Jus Samuel Sihotang
Keywords
Related Articles
- EP ID EP688569
- DOI -
- Views 125
- Downloads 0
Computational Approach to Study Catalytic Properties of Dioxygenase Enzyme in Bioremediation
Bioremediation is a degradation or transformation of contaminants into nonhazardous or less-hazardous substances using microorganism. A large number of enzymes from bacteria, fungi, and plants have been reported to be in...
Social Service in Puranas
While Vedas glorify the nature of Atma and its ways for realization it is said to be somewhat personal. Attaining liberation from the cycle of births and deaths may be the fixed goal of a few specific souls. Vedas are no...
Professional Development of Mongolian Teachers A Case Study in Primary Schools
This research work examines the fluidity of professional development activities on principal factors at the teacher level that are important for primary school teachers of Mongolia. The result of the study shows that the...
Problems Faced by the Farmers while Availing the Loan Facilities from the Banks - A Case Study of District Kulgam, Jammu and Kashmir
In the present study, the researcher estimates the association between the different socioeconomic variables and the price fixing in case of selling of apple produce at the household level in Kulgam, one of the districts...
A Study of Mental Health Among Urban and Rural College Students
Mental Health is "the emotional and spiritual resilience which enables us to enjoy life and survive pain, suffering and disappointment. It is a positive sense of well being and an underlying belief in our and others dign...