Analisis Indeks Kepuasan Masyarakat Terhadap Kinerja Pelayanan Lelang Pada Kantor Pelayanan Kekayaan Negara dan Lelang (KPKNL) Medan

Abstract

This thesis aims to determine (1) the value of people's satisfaction index of public services in the areas of auction performance, (2) the public interest against the elements of public services in the field of the auction, (3) strengths and weaknesses, and (4) the degree of correspondence between performance of public service to the importance of the elements of the public service by service users in the field of auctions in the State Property Office and Auction Medan. The research method used in this research is descriptive quantitative by using 2 variables: (1) variable level of people's satisfaction with the performance of public services in the field of auctions and (2) a variable rate of interest of the people of the elements of public services in the auction. Based on the survey results revealed that the quality of public services the State Property Office and Auction Medan, especially in terms of the transition process of sale by auction is adequate (good). As for the strength of the form of (1) the timeliness of service, (2) implementing competence, (3) compliance with the requirements of service, (4) the reasonableness of costs / rates, and (5) the suitability of the product specification types of services, contribute to the satisfaction of the public in obtaining services The State Property Office and Auction Medan. The weakness in the field of public service in the form of (1) the speed of handling complaints, suggestions and inputs, (2) implementing behavior, (3) ease of servicing procedures, and (4) notice of service, need to be improved so as to improve the quality of public services in the State Property Office and Auction Medan