International Journal Of Scientific Research And Education Volume 3 Issue 8 Pages August ISSN (e): Website:

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1 International Journal Of Scientific Research And Education Volume 3 Issue 8 Pages August ISSN (e): Website: DOI: Public Satisfaction Analysis on Quality of Services in Traffic Unit Police Resort of Sukoharjo Authors Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, MM 2 1,2 Lecturer in Faculty of Economics, Batik Islamic University of Surakarta - isti.uniba@gmail.com, sudarwatiuniba@gmail.com ABSTRACT Delivery service in Satlantas (a kind of Traffic Unit in Indonesia) Police Resort of Sukoharjo to the community is an application of the function of state officers and as civil servants as well. To create homogeneity of patterns and steps in public service, it needs a general foundation in the form of guidelines which call attention in operational procedure of public service that is given by both the central government and local government. The research aims at knowing the significant influence between quality of services and public satisfaction, and also knowing the gap between reality and expectation. To know how to measure the quality of these services are by analyzing quality of services dimension which covers reliability, responsiveness, assurance, empathy and tangible. The method of the research is survey; to analyze the quality of services in Satlantas (a kind of Traffic Unit) Police Resort of Sukoharjo. Technique of data collection is by giving questionnaires to the respondents. While ssampling is taken by purposive random sampling. There are 100 samples in this research. Technique of data analysis is by using hypotheses of multiple regression analysis, t test, F test and test by two different mean using SPSS. The result of this research is that there is a significant aaffect between the following variables; reliability (X 1 ), responsiveness (X 2 ), assurance (X 3 ), empathy (X 4 ), and tangibleility (X 5 ) affected public satisfaction. While partially, there is no significant effect between reliability (X 1 ) to satisfaction (Y) and between empathy (X 4 ) to satisfaction (Y). But there is a very significant influence among responsiveness (X 2 ) to satisfaction (Y), between assurances (X 3 ) to satisfaction (Y) and between tangibleility (X 5 ) to satisfaction (Y). From those five dimensions, there is negative gap between expectation and performance and the average value of the gap is also negative. That means public expectation is greater than the performance on quality of service during this whole time. Keywords: Public Satisfaction, Quality of Services Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4251

2 INTRODUCTION Quality of services play an important role in marketing function. It functions to satisfy the needs and desires of the consumers. Thus, consumer behavior affects in achieving the goal of marketing, that is to give satisfaction to the consumers and community in its attemp to get profit. In understanding the changes of consumers behavior and attitude is an important part in the world of marketing. By understanding consumers behavior, companies will find it easy to make a better decision or policies of marketing efficiently and accurately. To get to know the needs and consumers desires, there are several effected aspects to analyze such as perception, how to get information, attitude and life style of the consumers. The improving qualified service doesnot only occur in the companies which search for profit, but also in other institutions which search for nonprofit as well. Therefore, since this is about improving service to the community, by giving quick service, fit, friendly, and cheap services, there must be a good performance from Satlantas (a kind of Traffic Unit in Indonesia) Police Resort of Sukoharjo. Community sevices from Traffic Unit Police Resort of Sukoharjo is a form of state apparatus function as public servant and state servant as well. To create homogeneity of patterns and steps in public service, it needs a general foundation in the form of guidelines which call attention in operational procedure of public service that is given by both the central government and local government. Based on this idea, the present researcher wants to analyze about Public Satisfaction Analysis on Quality of Services intraffic Unit Police Resort of Sukoharjo. FORMULATION OF THE PROBLEM Based on the previous background, the present researcher proposes two problems: Is there a significant affect between qualified services from Traffic Unit Police Resort of Sukoharjo and public satisfaction? How is response of public satisfaction toward qualified services in Traffic Unit Police Resort of Sukoharjo? RESEARCH PURPOSES General Purposes Doing research on qualified services in Traffic Unit Police Resort of Sukoharjo in order to improve public satisfaction especially in state and public offices. By improving qualified services, thus it can improve the quality of human resources which finally improve Indonesian development as well. Special Purposes To determine the significant influence between qualified services from Traffic Unit Police Resort of Sukoharjo toward public satisfaction. To determine public satisfaction toward qualified services in Traffic Unit Police Resort of Sukoharjo. Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4252

3 UNDERLYING THEORY A. Quality Schroeder defines quality as feasibility or more than the needs of present customers or future customers. This means that the quality should be beyond the consumers needs, both at the present time and in the future (Widagdo, 2002: 13). To Deming (in Tjiptono and Diana, 2001: 23), quality is one of a predictable levels of homogenity, depend on low cost and in accordance with the market. Although there is no satisfied definition but there are some similarities in the following elements: 1. Quality includes business meet / exceed customer expectations. 2. Quality regarding products, services, people, processes and the environment. 3. Quality is an ever-changing conditions. B. Services Service is the result in the use of human and machine toward a number of people and objects. Services including action, performance or effort that can not be physically processed (Zamit, 2001: 103) C. Quality of Service Basically, the definition of quality of services focuses on fulfilling the needs and expectation of the consumers and the way to expose it. According to Wyekof (in Tjiptono, 1999), the quality of services is the expected level of perfection and control over that perfection in order to meet the customers desires. D. Quality of Service Dimension Parasuraman et al. (In Tjiptono and Diana, 2001: 27) has identified five characteristics which are used by customers in evaluating the quality of services, they are: 1. Direct evidence (Tangibles), related to physical facilities, equipments, officers, and a means of communication. 2. Reliability is the ability to provide promised services quickly and satisfactorily. 3. Responsiveness is the ability to provide services quickly. 4. Assurance including the ability, courtesy and trustworthiness. 5. Empathy including the ease of doing good communication and meet the customer needs. E. Quality of Services Measurement According to Zeithamal et al. (in Munjiati, 2000: 77), to measure the quality of services is by identifying the differences between expectation and perception of the customers. It is in accordance with the definition of quality of services, it is about the degree of differences between wish and perception of the customers toward the accepted services. F. Model Quality Services A. Parasuraman, LL. Berry and V.A. Zeithmal s services quality model which try to find out the gap of srvices and find the solution to decrease or even to eliminate that gap. Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4253

4 The gap is related to perceptions and expectations of different consumers. Consumer perception itself is a subjective assessment of the acquired service. While consumer expectation is a reference standard of service performance and is often formulated in consumer belief about what has happened. This model identifies five gaps which causes problems in the serving of services and affecting consumer ratings on service quality. Those five gaps are: Gap between consumer expectation and perception. Gap between management perception about consumers desires with specified quality of services developed by that management. Gap between specified quality of services and the provided services. Gap between services exposure and provided services. Gap between provided services and consumers expected services. G. Customer Satisfaction (CS) According to Kotler (in Tjiptono, 1997: 24) satisfaction is a happy feeling or upset feeling which derived from a comparison between impression of performance or results and its expectations. This definition implies that customer satisfaction is a function of perceived performance which full of expectation. Zamit (2001: 78) defines that customer satisfaction is an evaluation after purchasing or the result of evaluation after comparing what is perceived and its expectation. RESEARCH METHOD The research uses survey method, it is a direct observation or investigation to get a clear explanation based on the sources for particular problem in that place. The main instrument is a list of questions (questionnaires). 1. Data Collecting Technique a. The Object of the Research The object of this research is 100 respondents, the user of services at Satlantas (a kind of Traffic Unit) Police Resort of Sukoharjo. Those hundred respondents come from BPKB (certificate of ownership) services (including the lost of Certificate of Ownership, transfer of the owner name, registration of invoice, and mutation vehicle); Driving License service (new driving license, renewal and mutation of driving license outside the region), SAMSAT (One roof system) services (vehicle or car tax, blocking vehicle and mutation of vehicles outside the region). The services including handling traffic accident cases. b. Location of the Research The research located in Satlantas (Traffic Unit) Police Resort of Sukoharjo at Jl. Sudirman No. 68 Sukoharjo. c. Types and Sources of Data Data are collected through data collecting instrument, observation and documentation. (Sumanto, 2000). Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4254

5 While the data are: Primary Data (Sample) The present researcher uses purposive sampling by using quesionnaires to 100 respondents in collecting primary data. The purposive sampling derived from the user of services in Satlantas (Traffic Unit) Police Resort of Sukoharjo and by direct observation in the location. Secondary Data Making a note from available data in Satlantas (Traffic Unit) office Police Resort of Sukoharjo. Those data covers history and the development of Traffic Unit Police Resort of Sukoharjo, types of services, number of cases and types of handling cases in Traffic Unit Police Resort of Sukoharjo. d. Method of Collecting Data Observation Questionnaires Library Research Documentation 2. Data Analyzing Techniques The research variables: Y = public satisfaction as dependent. variable X 1 = value independent variable of Reliability. X 2 = value independent variable of Responsiveness X 3 = value independent variables of Assurance X 4 = value independent variables Emphaty X 5 = value independent variables Tangibles The data analyzing techniques are as follows: a. Instruments Test 1) Validity Test The research uses Product Moment to make Validity test by offering questionnaires since the expected result is in accordance with those data and other related variabel. = coefficient corelation between item and total score N = number of subjects X = score of items Y = the total number of score Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4255

6 To determine the validity or invalidity of each item, thus the results of the calculations is based on table r correlation product moment by using 5% or 1% degree of significant. The present researcher offers six questions in this test. These items are acclaimed valid if the value of > =. The assessment of questionnaires validity level is equal to the assessment of items validity level. 2) Reliability Test This research uses Cronbach s Alpha for reliability test. While Cronbach's Alpha formula is as follows: n = reliability sought = number of items sought = number of variation of a whole items rt = total variation b. Classical Assumption Test Here are some ways to do Classical Assumption Test: 1) Normality Test 2) Multicollinearity Test 3) Heteroscedasticity Test c. Data Analysis 1. Multiple Linear Regression Analysis Multiple regression analysis is useful to determine the significance affect of independent variables (reliability, responsiveness, assurance, empathy, tangibles) toward the whole dependent variables (public satisfaction). The equation formula is as follows: Y = a + b 1 x 1 + b 2 x 2 + b 3 x 3 + b 4 x 4 + b 5 x 5 + e (Ghozali, 2001:32) Y = public satisfaction as dependent variable X 1 = value independent variable of Reliability. X 2 = value independent variable of Responsiveness X 3 = value independent variables of Assurance X 4 = value independent variables of Emphaty X 5 = value independent variables of Tangibles Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4256

7 2. F Test It functions to determine whether the relation between variable Y and variable X are significant or insignificant. F table = F ( / 2 : n 2) F calculated = r n 3. t Test r n r² : correlation coefficient between independent variables and dependent variable : number of samples It functions to determine whether each independent variable partially is significant or insignificant in affecting dependent variables. This research uses 0,05 level of signicant. t table = t ( / 2 : n 2) t calculated = b Sb b: regression coefficient of each variable Sb: Standard error of regresions coefficient 4. Gap Analysis Gap analysis is useful to determine the discrepancy between the public perception and public expectations. If the gap is negative, that means public isnot satisfied because of the unexpected services. On the contrary, if the gap is positive, that means public is satisfied because it fulfils public expectation. To calculate the gap, the formula is as follows: Gap = P - E Gap = gap/discrepancy P = public perception / received services E = public expectation DATA AND DISCUSSION Based on the results of regression test derived from primary data by using SPSS 15 for windows, the result is as follows: Multiple Linear Regression Analysis The following is the equation based on linear regression analysis: Y = - 0, ,033 X 1 + 0,462 X 2 + 0,265X 3-0,28X 4 + 0,300X 5 + e Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4257

8 a = negative constant, that means in the particular condition in which reliability (X 1 ), responsiveness (X 2 ), assurance (X 3 ), emphaty (X 4 ), dan tangibles (X 5 ) = 0 (none), thus public satisfaction will decrease. b1 = reliability regression coefficient is positive, that means if the services from dimension of reliability (X 1 ) has increased, thus the level of public satisfaction is going to increase as well by assuming that there is no changes in other variables. b2 = responsiveness regression coefficient is positive, that means if the services from dimension of responsiveness (X 1 ) has increased, thus public satisfaction level is going to increase as well by assuming that there is changes in other variables. b3 = assurance regression coefficient is positive, that means if the services from assurance (X 3 ) dimension has increased, thus the level of public satisfaction will increase as well by assuming that there is no changing in other variables. b4 = empathy regression coefficient is negative, that means if the services from empathy dimension has been raising, thus the level of public satisfaction is going to decrease by assuming that there is no chnges in other variables. b5 = tangibles regression coefficient is positive, that means if the services from tangiables (X 5 ) dimension has increased, thus the level of public satisfaction is going to increase as well by assuming that there is no changes in oother variables. F Test Table of F Test Result Model 1 Regression Residual Total ANOVA b Sum of Squares df Mean Square F Sig a. Predictors: (Constant), Tangiables_X5, Reliability_X1, Assurance_X3, Responsibility_X2, Empathy_X4 b. Dependent Variable: Satisfaction_Y Source: SPSS Output Based on that analysis, the value of F calculated is for the first hypothesis. While the value of F table is 95% (α = 0.05) in the level of trust, it is Thus the value of F calculated > F table is > This means that independent variables; reliability (X 1 ), responsiveness (X 2 ), assurance (X 3 ), empathy (X 4 ), tangiable (X 5 ), simultaneously give significant influence toward public satisfaction (Y). Another analysis is by using program of SPSS 15.0 which shows that F calculted is with its significance (p) <(0:05), that means Ho is rejected and Hi is accepted. Thus the result shows that there is significant affect between variables reliability (X 1 ), responsiveness (X 2 ), assurance (X 3 ), emphaty (X 4 ), dan Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4258

9 tangibles (X 5 ) simultaneously. Since there is significant affect between quality of services and public satisfaction simultaneously, so the relationship of those two variables are positive. T test Based on the analysis by using program of SPSS 15.0, it shows that t calculated from each variable of services are listed in following table: Table of t Test Variable t calculated Significant Reliability 0,290 0,772 Responsiveness 3,634 0,000 Assurance 2,276 0,025 Empathy -,198 0,843 Tangible 2,496 0,014 Source: primary data are processed, Significance influences of reliability (X 1 ) to satisfaction (Y) As stated in the previous that t calculated is which p value or its significance is Based on that result, the value of p>(0.05) which means that Ho is accepted. Thus the result shows that partially there is no significant affect between stating that partially there is no significant influence between reliability (X 1 ) to satisfaction (Y). 2. Significance influence of responsiveness (X 2 ) to satisfaction (Y) From the previous result, it shows that t calculated is 3,634, with its p-value or significance is Based on the result, it shows that the value of p< (0,05) which means that Ho is rejected. Therefore, it states that partially there is significant affect between responsiveness (X 2 ) to satisfaction (Y). 3. Significance influence of assurance (X 3 ) to satisfaction (Y) As stated in the previous analysis that t calculated is 2,276, which the value of p or significance is Based on the result, it shows that the value of p< (0,05) which means that Ho is rejected. Therefore, the result shows that partially there is significant affect between assurance (X 3 ) to satisfaction (Y). 4. Significance effect of empathy (X 4 ) to satisfaction (Y) T calculated is , which has the value of p or significance is Based on this result, it shows that the value of p> (0,05) which means that Ho is accepted. Therefore, it shows that partially there is no significant affect between empathy (X 4 ) to satisfaction (Y). 5. Significance influence of tangibles (X 5 ) to satisfaction (Y) T calculated is 2,496, which has the value of p or significance is Based on the result, it shows that the value of p< (0,05) which means that Ho is rejected. Therefore it shows that partially there is significant affect between tangibles (X 5 ) to satisfaction (Y). Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4259

10 GAP Analysis To know the gap of performance and public expectations from each dimension of services, it can be seen in the following table: Table of Gap Analysis Services Dimensionon Performance (P) Expectation (E) Gap (P-E) Reliability 3,910 4,026-0,116 Responsiveness 3,914 4,082-0,168 Assurance 3,880 4,072-0,184 Empathy 3,934 4,092-0,158 Tangible 3,978 4,02 -,0042 Total 20,29 19,624-0,668 Rata-rata 4,058 3,9248-0,1336 Source: Primary Data are processed, tahun 2014 Based on the previous table, it shows that performance and public expectation from those five varables represent negative gap. The value of the gap is negative as well. It means that public expectation is greater than performance especially in quality of services in Satlantas (Traffic Unit) Police Resort of Sukoharjo. This gap might be happened if customers or services users take different way to judge the performance or probably there is misperception in accepting that quality of services. CONCLUSION Based on the result and discussion of the previous analysis, the researcher proposes conclusion as follows: 1. There is significant influence among variables of reliability (X 1 ), responsiveness (X 2 ), assurance (X 3 ), empathy (X 4 ), and tangibles (X 5 ) which affect public satisfaction simultaneously. 2. Partially there is no significant effect between reliability (X 1 ) to satisfaction (Y) and between empathy (X 4 ) to satisfaction (Y). 3. Partially there is significant influence between responsiveness (X 2 ) to satisfaction (Y), between assurance (X 3 ) to satisfaction (Y) and between tangibles (X 5 ) to satisfaction (Y). 4. Both gap and the value shows negative result. It means that public expectation is greater than performance especially in quality of services in Satlantas (Traffic Unit) Police Resort of Sukoharjo. This gap might be happened if customers or services users take different way to judge the performance or probably there is misperception in accepting that quality of services. SUGGESTION Based on the results of this research, the present researcher proposes two suggestions: 1. To improve the quality of public services therefore Satlantas (Traffic Unit) Police Resort of Sukoharjo should give a better services to all services dimension. It can be done by considering the needs and public desires. Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4260

11 2. Satlantas (Traffic Unit) Police Resort of Sukoharjo should improve its quality of services toward the expected public variables especially for the negative one (assurance, responsiveness, emphaty, reliability, dan tangible) in order to create a harmony between performance and public expectation. REFERENCES 1. Arikunto, Suharsimi, Prosedur Penelitian Suatu Pendekatan Praktik. Rineka Karya. Jakarta. 2. Djarwanto Ps dan Subagyo, Pangestu Statistik Induktif. BPFE Yogyakarta. 3. Faizah Pengaruh Persepsi Kualitas Jasa Pendidikan Terhadap Kepuasan Mahasiswa UNS Suarkarta. UNS. 4. digilib.uns.ac.id 5. Gordon Dryden & Dr. Jeannette Vos 1999, Revolusi Cara Belajar, PT. KAIFA, KAIFA, Bandung. 6. J. Supranto Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Jakarta Rineka Cipta 7. Kotler, P., (1996), Analisis Perencanaan, Implementasi, dan Pengendalian I, Prentice Hall, PT Erlangga, Jakarta. 8. Mariyam, Siti Analisis Persepsi Terhadap Dimensi Kualitas Jasa Berdasarkan Status Akademik Mahasiswa di UNIBA Surakarta. Journal Gema Ed. no. 35 Uniba Surakarta. 9. Pustaka.uns.ac.id 10. Tjiptono, Fandy dan Diane, Anatasia Total Quality Manajemen. Yogyakarta Andi Offset 11. Umar, Husein Riset Pemasaran dan Perilaku Konsumen. PT. Gramedia Pustaka Utama. Jakarta 12. Zamit, Zulian., (2001), Manajemen Kualitas Produk dan Jasa, Ecconisia, UII, Yogyakarta. Dra. Hj. Istiqomah, MM 1, Hj.Sudarwati, SE, M IJSRE Volume 3 Issue 8 August 2015 Page 4261