KEPUASAN PELANGGAN TERHADAP PELAYANAN JASA PENGUJIAN DI INSTANSI X

Abstract

Agency X has implemented ISO 9001 with periodic evaluation. The research objective was to determine the quality of testing services. Measurement data for 2015, 2016, and 2017. The methodology used is quantitative descriptive narrative, data collection by a survey, observation, and interviews. Based on internal calculations of agency X, Permenpan number 14 of 2017, and 5 servqual dimensions. Results calculation of customer satisfaction in 2015, 2016, and 2017 have achieved the quality target. Customer dissatisfaction gap by 25% annually, one of the reasons is the duration of testing time that exceeds the provisions, due to additional requests from customers.