CUSTOMER SATISFACTION LEMBAGA-LEMBAGA DAKWAH

Tontowi Jauhari

Abstract


This study aims to understand the influence of public services (transparency, reliable, responsive, fair and empathy) on customer satisfaction (satisfactory experience, faithful service, and risk services) in the institutions of da'wah (KBIH, LAS, and KUA) in Banadar Lampung. The study sample were 45 respondents taken using a sampling technique of probability sampling (random sampling) based on clusters. The study uses a qualitative- quantitative approach and survey method and regression analysis. The results show that the public service customer has effect on customer satisfaction of institutions of propaganda in Bandar Lampung. Findings show the need to improve the handling and improvement in providing services in tersm of; transparency, reliability, responsiveness, fairness, and empathy. There fore, the users of dakwah institution will be more satisfied in the future.


Full Text:

PDF

References


Agus Dwiyanto dkk, PSKK-UGM, 2003

Alan Walter Steiss, Strategic Management for Public and Nonprofit Organizations, Marcel Dekker, Inc. New York, 2003

Ambar Teguh Sulistiyani (edt), Memahami Good Governance dalam Prespektif Sumber Daya Manusia, Yogyakarta, Gaya Media, 2011

Ashok Ranchhod and Calin Gurau, Marketing strategies A Contemporary Approach, England, Pearson Education, 2007

Barry J. O’Toole, The ideal of public service, New York, Routledge 270 Madison Ave, 2006

Del I. Hawkins & David L. Mothersbaugh,Consumer behavior: building marketing strategy, New York, McGraw-Hill, 2010

Felix Maringe and Paul Gibbs, Marketing Higher Education Theory and Practice, England, McGraw-Hill Education, 2009

James L. Perry and Annie Hondeghem,Motivation in public management : the call of public service , New York , Oxford University Press , 2008

Lane, Jan-Erik,New Public Management, New York, Routledge, 2000.

Jurnal Ilmu Dakwah dan Pengembangan Komunitas 152

VOL. XI, No. 1 Januari 2016

Michael J. Baker and Michael Saren, Marketing Theory, London, SAGE Publications Ltd, 2010

Philip Kotler & Gary Armstrong, Prinsiples of Marketing, London, Pearson Education, Inc, 2009

Philip Kotler, Marketing Management Millenium Edition, New Jersey, Pearson Custom Publishing, 2002

Ratminto dan Atik Septi Winarsih, Manajemen Pelayanan Publik, Yogyakarta, Pustaka Pelajar, 2014

Tony Bovaird and Elke Loffler, Public Management and Governance, New York, Routledge, tt

Yudi Latif, Manajemen Administrasi dan Pelayanan Publik, Bahan Ajar MM UBL

http://eaffinretnosari.blogspot.com/2013/07/karakteristik-yang-mempengaruhi.html

http://hrexcellency.com/training/program-training/excellence-quality-service

http://id.wikipedia.org/wiki/Pelayanan_publik

https://www.academia.edu/6327232/4.Makalah_Perrilaku_Dan_Kepuasan_Konsumen




DOI: http://dx.doi.org/10.24042/bu.v11i1.4797

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 Bina' Al-Ummah

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Creative Commons License
Bina' al-Ummah is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.