Paramastri, Zhafirah Hany (2025) Kualitas Layanan Dalam Pengajuan Keberatan di Kantor Pelayanan Utama Bea dan Cukai Tipe A Tanjung Priok. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to determine the quality of service in filing objections at the Tanjung Priok Type A Main Customs and Excise Office. Objection services are a formal right of service users to express their disagreement with decisions made by Customs and Excise officials. This study uses a qualitative method with a descriptive approach, and data collection techniques are carried out through interviews, observation, and documentation. One of the main issues in the objection service is that many applicants fail to submit complete data or documents, thereby hindering the resolution process. The research analysis is based on the five dimensions of service quality (SERVQUAL): reliability, responsiveness, assurance, empathy, and tangible evidence. The results of this study indicate that in terms of reliability, the service is conducted in accordance with procedures, but the lack of documents from applicants remains the main obstacle. The responsiveness aspect is rated as good, with staff readiness and the availability of various communication channels. In the assurance dimension, the service is conducted professionally, enhancing public trust. The empathy aspect is reflected in the friendly and attentive attitude of the staff, although the quality of communication in the service still needs improvement. In terms of physical evidence, the service facilities are adequate, but the parking area is still considered insufficient. Overall, the quality of the objection submission service has shown positive performance, but it still needs improvement, particularly in terms of information dissemination and the provision of supporting facilities. Enhancing the clarity of initial information and improving physical facilities are expected to expedite the service process and increase user satisfaction. Keywords: Service Quality, Public Service, Objection Submission
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JF Political institutions (General) > JF1338-2112 Public administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Zhafirah Hany Paramastri | ||||||||
| Date Deposited: | 23 Jul 2025 07:30 | ||||||||
| Last Modified: | 23 Jul 2025 07:30 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/40622 |
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