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Reniati Reniati
Universitas Bangka Belitung
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Journal : Global Academy of Multidisciplinary Studies

 1 
Analysis of service quality on consumer satisfaction data from the central statistics agency of Belitung Regency Susanti Susanti; Reniati Reniati; Lina Warlina
Global Academy of Multidisciplinary Studies Vol. 1 No. 3 (2025): February
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/gams.v1i3.3480

Abstract

Purpose: This study aims to increase the level of consumer satisfaction with the services provided by the Central Statistics Agency (BPS) of Belitung Regency through the Integrated Statistical Service (PST) by measuring the dimensions of Tangibility, Reliability, Responsiveness, Assurance, and Empathy. Research Methodology: This study employed a quantitative survey method using an administrative approach. Data were collected through questionnaires distributed to 50 respondents, including government employees, private employees, consultants, students, and the general public who directly accessed BPS services. The questionnaire was designed using a Likert scale, and the collected data were analyzed using SPSS and Microsoft Excel. Analytical tools included validity and reliability tests, gap analysis, and Importance-Performance Analysis (IPA). Results: The findings revealed that most consumers were satisfied with BPS services, particularly in terms of reliability, assurance, and empathy. The highest satisfaction was noted in terms of data accuracy and trust in BPS independence, while the lowest scores were in terms of responsiveness and tangibility, especially regarding service speed, clarity of publication information, and availability of facilities. Quadrant analysis highlighted that improving officer responsiveness and the clarity of information should be prioritized. Conclusions: The BPS Belitung Regency has achieved a high level of consumer satisfaction but needs to prioritize improvements in officer performance, data clarity, and service speed to enhance the user experience and maintain trust. Limitation: This research is limited to consumer data that comes directly to BPS offices and does not include online consumer services. Contribution: This study contributes to the literature on public service quality by providing empirical evidence of statistical service performance. It also offers practical recommendations for the BPS to strengthen its service delivery and consumer trust, thereby supporting better data-driven decision-making in the Belitung Regency.
Co-Authors Abu Nizarudin Agung Priyambada Agus Maya Sari Al-Hadrawi, Baqer Khudair Angraini, Suci Aprilia, Mia Ari Agung Nugroho Arianti, Fiki Bahri, Alim Baqer Khudair Al-Hadrawi Burdadi, Junaidi Darman Saputra Darus Altin Dedy Dedy Destiana, Indah Devi Valeriani Dian Prihardini Wibawa Diki Diki Dinar Purwati Dini Oktariani Echo Perdana Kusumah Endang Bidayani Etty Puji Lestari Fadillah Sabri Faisal Akbar, Muhammad Faisal Faisal Fitria, Khofifah Habibah Fiyar Hanto Gladia, Shellia Hamsani Hamsani Hamsani Hamsani Hamsani Hamsani, Hamsani Hengky Veru Purbolakseto Hillary Theophani Parera Indah Noviyanti Jaenuri, Andi Julianti, Laravita Prihastina Kaushik, Meenakshi Khadijah Khadijah Khairiyansyah Khairiyansyah Khairiyansyah, Khairiyansyah Khofifah Habibah Fitria Kuncoro, Ryke Zain Yumna Lina Warlina Listyorini, Etty Mahirah Kamaludin Mahrinasari MS Masruroh MASRUROH Maya Yusnita Meidarina Yunfin Mohd Al-Ikhsan Ghazali Muhammad Qomaruddin Ridwan Muhammad Yusuf Khalied Mufti Murtiadi Awaluddin Nanang Wahyudin Nasikh Nasikh Nizwan Zukhri Nizwan Zukhri Noelaeni, Resvy Novita Herlissha Nur Ahmad Ricky Rudianto Nurhadi Nurwasya Nurwasya Nurwasya, Nurwasya Padlun Fauzi Pardamean Daulay Pramesti, Inka Indi Prithalia, Lintang Kartika Cahya Priyambada, Agung Pronika, Yeni Putri, Vheditya Rahmadoni, Firman Ria Atlantika Rika Rachmawati Rika Rachmawati Rini Luciani Rahayu, Rini Luciani Rizpevicha, Upich Sepfitri Rostiar Sitorus Rulyanti Susi Wardhani Safitri, Marlina Saputra, Darman Shlafman, Natalia Leonidovna Stenly Jacobus Ferdinandus Suci Angraini Suhardi Suhardi Sukamto, Ika Sumiyarsi Sulistiarini, Sulistiarini Sumar, Sumar SUMIYATI SUMIYATI Sumiyati Sumiyati Suparlan . Surya Nugraha Susanti Susanti Susanti, Lisma Dwi Thamira Umardi Wahyu Adi Wahyuningsih, Lenny Wulan Purnama Sari Wulan Purnama Sari Yatmaristi, Feony Zikri Rahmani