ANALYSIS OF THE FACTORS WHICH AFFECTING COMMUNITY SATISFACTION TOWARDS SERVICES FROM THE HARBOURMASTER AND PORT AUTHORITY IN INDONESIA

Abstract

The huge number of complaints and negative public stigma on the civil servants performance which submitted through various social media platforms has made so many government agencies feel an unfavorable impact in the eyes of public. This surely needs to be fixed up by those relates government agencies, particularly the Harbourmaster and Port Authority offices in order to practice and implement the principles of the smoothly public service delivery. This research aims to investigate those factors which relates to service quality and standard operating procedures (SOP) for issuing ship certificates to community satisfaction on the services from Class III Harbourmaster and Port Authority of Sunda Kelapa, Indonesia. The current method used was quantitative causality in an effort to determine the causal relations between variables. The population and sample used were 50 respondents who are service users, shipping companies and ship captains. The data collection technique was carried out by questionnaire with Likert Scale which was distributed to all respondents then analyzed through multiple linear regression to prove the research hypothesis. The results appeared that there was a significant positive affect from service quality and SOP to community satisfaction on the services of Class III Harbourmaster and Port Authority at Sunda Kelapa both partially and simultaneously. And was indicates that Sunda Kelapa Class III's Harbormaster and Port Authority office need to improve their quality of services and existing SOPs to improve the community satisfaction with the performance which shown by the Sunda Kelapa Class III Harbourmaster and Port Authority.