KUALITAS PELAYANAN PENERBITAN SURAT KETERANGAN ASAL EKSPOR MENGGUNAKAN SISTEM E-SKA DI DINAS PERDAGANGAN PROVINSI SUMATERA SELATAN

SELY, MARLINA and Mardianto, Mardianto and Dwi, Mirani (2021) KUALITAS PELAYANAN PENERBITAN SURAT KETERANGAN ASAL EKSPOR MENGGUNAKAN SISTEM E-SKA DI DINAS PERDAGANGAN PROVINSI SUMATERA SELATAN. Undergraduate thesis, Sriwijaya University.

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Abstract

The development of information and communication technology is growing rapidly in today's public services. At the South Sumatra Provincial Trade Office as the Representative for the Issuance of Certificate of Origin for Exports, the e-SKA system is an electronic-based service that is applied through the website. SKA is proof of the authenticity of goods from the country of origin and to get preference for a reduction or exemption from export tax rates. However, the quality of service providers through the website has not been maximized in 2019 - 2020, e-SKA issuance tends to decline from 6,636 to 6,489, decreasing by 147 e-SKA applicants and 119 e-SKA issuance applications are revoked or canceled by exporters. If you look at the comparison of the number of e-SKA applicants and the number of e-SKAs issued in 2019 - 2020, there are still unresolved SKAs, the highest number in January 2020 there are 19 SKAs that have not been completed. The research objective was to analyze the service quality of issuing certificates of origin for exports using the e-SKA system using the theory of service quality according to (Parasuraman, Zeithaml, and Berry 1988) with five dimensions of service quality indicators, namely, reliability, responsiveness, assurance, empathy, and evidence physical seen from the perceptions and expectations of services according to exporters. This type of descriptive quantitative research with questionnaire data collection techniques was distributed to 98 respondents and then tested the validity of the data obtained by validity and reliability tests, while the data analysis technique used servqual analysis (gap in perception scores and expectation scores) and the importance of performance analysis (IPA) to see which item will be an improvement in the future. Based on the results of research and discussion, it can be concluded that the quality of services provided is an average of Q 0.93. Requirements if the quality of service (Q) ≥ 1, then the quality of service is said to be good, while the Q service for issuing a Certificate of Origin of Export is Q 0.93 <1, then the quality of service is said to be not good. From the dimensions of reliability, dimensions of responsiveness, dimensions of assurance, dimensions of empathy, and dimensions of physical evidence. And based on the importance of performance analysis (IPA) the items that become improvements (items 1, 3, 4, 5, 7, 9, and 13) and items that must be maintained (items 2, 6, 8, 10, 11, 12, 14 and 15).

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Administrasi Publik/Negara, Kualitas Pelayanan
Subjects: H Social Sciences > HV Social pathology. Social and public welfare > HV40-69 Social service. Social work. Charity organization and practice Including social case work, private and public relief, institutional care, rural social work, work relief
J Political Science > JK Political institutions (United States) > JK631-868 Civil Service. Departments and agencies
Divisions: 07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User: Sely Marlina
Date Deposited: 27 Aug 2021 03:55
Last Modified: 27 Aug 2021 03:55
URI: http://repository.unsri.ac.id/id/eprint/52610

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