ANALYSIS OF CONSUMER SATISFACTION LEVELS WITH BANDAR LAMPUNG IMMIGRATION OFFICE SERVICES

Abstrak

Consumer satisfaction is an evaluation carried out by consumers after comparing their expectations and perceptions of the performance of a product or service. Bandar Lampung Immigration Office is one of the government agencies that functions to manage and supervise the movement of people, both Indonesian citizens (WNI) and foreign citizens (WNA) who enter, leave, or reside in Indonesia. Complaints on Bandar Lampung Immigration Office Services show that the services delivered or given by the Bandar Lampung City Immigration Office are not yet optimal. The emergence of a complaint on the service requires a solution so that consumers are satisfied with the services provided, thus encouraging satisfaction with the service. The purpose of this study is Analysis of Consumer Satisfaction Levels with Bandar Lampung Immigration Office Services. The type of research conducted in this study is quantitative descriptive research. The data collection method used is a survey method in the form of a questionnaire to obtain information that is relevant to the problems studied and has a high degree of accuracy through respondent answers. The sampling method used in this study is the non-probability sampling method with the accident sampling technique. The number of samples in this study was 100 respondents. Customer Satisfaction Index (CSI) is used to determine the overall level of consumer satisfaction with an approach that considers the level of importance of the product quality attributes being measured. Based on the calculation of the customer satisfaction index, the CSI value obtained was 0.687 or 68.7%, meaning that consumer satisfaction with the attributes of the Bandar Lampung Lampung Immigration Office is in the Very Satisfied scale range. Based on the discussion and conclusions above, the researcher provides several suggestions to improve the quality of service at the Bandar Lampung Immigration Office in order to continue to maintain consumer satisfaction with its services.