EAS Publisher | Antecedent of Service User Satisfaction at the Harbormaster's Office and Port Authority in Indonesia

Antecedent of Service User Satisfaction at the Harbormaster's Office and Port Authority in Indonesia

DOI : https://doi.org/10.36349/easjebm.2023.v06i06.006

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This study aims to investigate the impact of facilities, competencies, and bureaucracy on service user satisfaction. This study was carried out at the Indonesian Kesyahbandaran Office and Port Authority. Data is gathered using questionnaires. The census is the method of data collecting, and the population of 78 are service consumers at the Port Authority and Port Office. With three hypotheses put out, this study's design was quantitative. The study's findings have demonstrated that the availability of facilities, the level of staff expertise, and the amount of bureaucracy all significantly increase service user satisfaction. The most important factor affecting service customer happiness is bureaucracy, it turns out. Transparency, accountability, and balance of rights and obligations are very important bureaucratic parts for government organizations that aim to build Integrity Zones (ZI) towards Free from Corruption Areas (WBK) and Clean and Serving Bureaucratic Areas (WBBM), such as the Kesyahbandaran Office and Port Authority in Indonesia.

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