Analisis Kepuasan Pengguna Layanan Publik Pada Kantor Pengawasan dan Pelayanan Bea dan Cukai Medan

Abstract

In line with the strategic role of the Directorate General of Customs and Excise in the country's economy, and the Office of Customs and Excise Medan getting an abundance of tasks and responsibilities for running the main function as a trade facilitator, industrial assistance, and community protector, revenue collector for the city of Medan and surrounding areas. As a service agency that has conducted reforms its bureaucracy, KPPBC Medan required to provide excellent service in the areas of customs and excise to the users of public services (community). This research is motivated fact a change in the status of the office of the Customs and Excise Office conventional services (Office of Customs and Excise Type A2 Medan) into modern offices (Office of Surveillance and Service the Customs and Excise Type Madya B Medan) which became effective as of the end of 2011. Along with the change in status of the office indicated there change quality services in the field of customs and excise service. Therefore, this study was conducted to determine and analyze the extent to which the quality of public services provided to the users of public services in the KPPBC Medan. One of the products of government regulations on public services that have been issued to conduct assessment and evaluation of the performance of public service units of government agencies is the Minister of State for Administrative Reform Number: KEP 25 / M.PAN / 2/2004 dated 24 February 2004 on Guidelines for Preparation of Index satisfaction Government Agencies Community Services Unit. Referring to the decision MENPAN above which includes 14 indicators that are relevant, valid, and reliable, the authors conducted a study to measure Customer Satisfaction Index on public services in KPPBC Medan. Based on the survey results revealed that community satisfaction index will be of service in KPPBC Medan is equal to 3.02 with service quality category B (good). This shows that in general KPPBC field has given satisfactory performance of services for the users of public services and achieve success in the KPPBC Medan reform the bureaucracy as a modern office. However, there are needs to be underlined, that the quality of service is still "must be increased" because there are still some service indicator whose value indicates less results.