KEPUASAN PELAYANAN DI PT PEGADAIAN (PERSERO) UNIT UNSRAT

Abstract

Abstract: Review of services provided by PT. Pegadaian in the study oo publik administration can not be
separated from the study in the view of New Public Management paradigm. Scope of services and public services
(public services) covering aspects of community life as a target service of customers. Quality service is
confronted to give the papacy to society, the satisfaction of society no only to the acceptance of a service for the
needs of society, but also related to what happened and happened to the society when the service was processed.
This research was conducted to explain the satisfaction of service ftom PT. Pegadaian Unit Unsrat Branch
Manado in the study of publik administration disciplines.
The research uses qualitative research design with descriptive analysis by focusing on perceived value and user
expectation of service. Data obtained through interviews with head unit information, customer service, staf and
customers, followed by observation and tracing documents related to the object of research. The data obtained
from the field in analyzed through the categorization stage and reduces the data, arrangement in the form of
narratives, interpretation, conclusing and verivication of data analysis.
Meet the urgent of the community. The expectations of service users are met in terms of fonding needs while
still adbering to company policies. However, it has not been adapted to the development of information
technology such as service in the form of drive thru and delivery. Based on exixting conclusions, in order to
improve the problem it is advisable that the need to improve the location of the office, the large parking lot. The
special service waiting room fot the disabled and the riderly, teinforce in innovative work culture, high moral
values and skilled through customer satification tranning to mainten the value of service which is felt by the
community and innovated thr form of service by adjusting to the development of information technology stach
as service in the form of drive thru and delivery.
Keywords : Satisfaction, Service, Customer