PENGARUH KUALITAS PELAYANAN ADMINISTRASI TERHADAP KEPUAASN LAYANAN PESERTA PADA PT TASPEN CABANG MANADO

Abstract

This research aims to determine if there is any influence on the quality of administration
services to the satisfaction of participants in the service of PT. TASPEN Manado Branch and what
indicators most affect the quality of the service. Where the administrative service quality variables are
measured through four indicators of Zeithaml's theory of existence, responsiveness, reliability, assurance
and certainty, and empathy. This research uses a descriptive quantitative method. The sample in this study
was 36 respondents. Data collection techniques used in this research with poll/questionnaire methods and
interviews.
The results showed that the quality of administration service has a significant positive effect on the
satisfaction of participants in PT TASPEN Manado branch. Which means variable quality of
administration services is a factor that determines the satisfaction of service participants. The better the
level of quality of administration service will be better/higher also the level of customer satisfaction in the
office of PT TASPEN Manado Branch and the indicator that most influences the quality of
administration services is the indicator of reliability and empathy where both have the total value
correlation/r count the most hight than other indicators.
Keywords : Quality of service Administration, satisfaction services