Analysis of service quality on consumer satisfaction data from the central statistics agency of Belitung Regency

https://doi.org/10.35912/gams.v1i3.3480
Published: Sep 24, 2025

Abstract:

Purpose: This study aims to increase the level of consumer satisfaction with the services provided by the Central Statistics Agency (BPS) of Belitung Regency through the Integrated Statistical Service (PST) by measuring the dimensions of Tangibility, Reliability, Responsiveness, Assurance, and Empathy.

Research Methodology: This study employed a quantitative survey method using an administrative approach. Data were collected through questionnaires distributed to 50 respondents, including government employees, private employees, consultants, students, and the general public who directly accessed BPS services. The questionnaire was designed using a Likert scale, and the collected data were analyzed using SPSS and Microsoft Excel. Analytical tools included validity and reliability tests, gap analysis, and Importance-Performance Analysis (IPA).

Results: The findings revealed that most consumers were satisfied with BPS services, particularly in terms of reliability, assurance, and empathy. The highest satisfaction was noted in terms of data accuracy and trust in BPS independence, while the lowest scores were in terms of responsiveness and tangibility, especially regarding service speed, clarity of publication information, and availability of facilities. Quadrant analysis highlighted that improving officer responsiveness and the clarity of information should be prioritized.

Conclusions: The BPS Belitung Regency has achieved a high level of consumer satisfaction but needs to prioritize improvements in officer performance, data clarity, and service speed to enhance the user experience and maintain trust.

Limitation: This research is limited to consumer data that comes directly to BPS offices and does not include online consumer services.

Contribution: This study contributes to the literature on public service quality by providing empirical evidence of statistical service performance. It also offers practical recommendations for the BPS to strengthen its service delivery and consumer trust, thereby supporting better data-driven decision-making in the Belitung Regency.

Keywords:
1. Assurance
2. Empathy
3. Reliability
4. Responsiveness
5. Tangibility
Authors:
1 . Susanti Susanti
Bangka Belitung University, Indonesia
2 . Reniati Reniati
Bangka Belitung University, Indonesia
3 . Lina Warlina
Bangka Belitung University, Indonesia
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How to Cite
Susanti , S. ., Reniati, R., & Warlina, L. . (2025). Analysis of service quality on consumer satisfaction data from the central statistics agency of Belitung Regency . Global Academy of Multidisciplinary Studies, 1(3), 167–180. https://doi.org/10.35912/gams.v1i3.3480
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Vol. 1 No. 3 (2025): February
Articles
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  2. Alfajar, F., Tawil, M., Mustainah, M., & Polii, J. J. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Makassar Jeans House Kota Palu. Cenderawasih: Journal of Administration and Management Public Literation (Jamil), 1(1), 37-50.
  3. Angraini, S., Reniati, R., Khairiyansyah, K., & Saputra, D. (2023). The Impact of Marketing Strategies and Service Quality on Customer Satisfaction: A Case Study of Massage Chair Service Users. International Journal of Magistravitae Management, 1(1), 14-31.
  4. Bintang, C., Kasran, M., & Sampetan, S. (2025). The influence of work team and work environment on the character of loyalty to the organization (Study at the Hikmah Masamba General Hospital). Global Academy of Multidisciplinary Studies, 1(2), 103-113. doi:https://doi.org/10.35912/gams.v1i2.3388
  5. Farahdiba, D., & Suci, N. H. A. (2023). Evaluasi pelayanan dalam meningkatkan kualitas pendidikan di era pandemi covid-19. Jurnal Manajemen Bisnis dan Terapan, 1(1), 11-19. doi:https://doi.org/10.20961/meister.v1i1.437
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  7. Hendri, H., & Masriadi, M. (2022). A novel algorithm for monitoring field data collection officers of Indonesia's Central Statistics Agency (BPS) Using Web-Based Digital Technology. International Journal on Advanced Science, Engineering and Information Technology, 13(3), 1154-1162. doi:https://doi.org/10.1109/IWBIS.2017.8275097
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  9. Ilyas, G. B., & Mustafa, H. (2022). Price, Promotion, and Supporting Facilities on Customer Satisfaction. Golden Ratio of Marketing and Applied Psychology of Business, 2(1), 01-11. doi:https://doi.org/10.52970/grmapb.v2i1.65
  10. Indrasari, M. (2019). Pemasaran dan kepuasan pelanggan: pemasaran dan kepuasan pelanggan: unitomo press.
  11. Laia, O., Halawa, O., & Lahagu, P. (2022). Pengaruh Sistem Informasi Manajemen Terhadap Pelayanan Publik. Jurnal Akuntansi, Manajemen Dan Ekonomi, 1(1), 70-76. doi:https://doi.org/10.56248/jamane.v1i1.15
  12. Lestari, E. R. (2019). Manajemen inovasi: Upaya meraih keunggulan kompetitif: Universitas Brawijaya Press.
  13. Lina, R. (2022). Improving product quality and satisfaction as fundamental strategies in strengthening customer loyalty. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 2(1), 19-26. doi:https://doi.org/10.37481/jmeb.v2i1.245
  14. Mardani, D. A., & Gunawati, R. (2020). Apakah Religiusitas sebagai Faktor Penarik Terhadap Kepuasan Nasabah (Studi Kasus BMT Idrisiyyah Tasikmalaya). JURNAL SOSIAL EKONOMI DAN HUMANIORA, 6(1), 62-67.
  15. Mustofa, A., Roekminiati, S., Sos, S., KP, M., & Damajanti Sri Lestari, M. (2019). Administrasi Pelayanan Kesehatan Masyarakat: Jakad Media Publishing.
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  17. Perdana, R. W., & Fahrullah, A. (2020). Pengaruh kualitas pelayanan islami terhadap kepuasan nasabah bank syariah bukopin kcp Gresik. Jurnal Ekonomika Dan Bisnis Islam, 3(3), 188-187. doi:https://doi.org/10.26740/jekobi.v3n3.p188-187
  18. Prasetiyo, B., & Ndruru, T. K. (2024). Meningkatkan Kepuasan Nasabah melalui Kualitas Pelayanan pada Koperasi Cipta Usaha Mandiri. Jurnal Pemberdayaan Ekonomi, 3(1), 11-18. doi:https://doi.org/10.35912/jpe.v3i1.2723
  19. Putri, S., & Utama, A. A. (2024). Reliability Improvement Process Case Study: PT HMS Tbk. Jurnal Bisnis dan Pemasaran Digital, 3(2), 107-124. doi:https://doi.org/10.35912/jbpd.v3i2.4512
  20. Ramadhan, I. D., & Mudzakar, M. K. (2022). The influence of abnormal audit fees, independence, and competence on audit quality. International Journal of Financial, Accounting, and Management, 4(1), 1-15. doi:https://doi.org/10.35912/ijfam.v4i1.234
  21. Riani, N. K. (2021). Strategi peningkatan pelayanan publik. Jurnal Inovasi Penelitian, 1(11), 2443-2452.
  22. Ritonga, H. (2019). Analisis pengaruh kualitas pelayanan, harga, dan fasilitas terhadap kepuasan pasien rawat inap di Rumah Sakit Umum Daerah Rantauprapat. Universitas Islam Negeri Sumatera Utara.
  23. Rumengan, B. S., Tumbel, A. L., & Mandagie, Y. (2020). Analisis Pengaruh Pemasaran Holistik Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Di the Mukaruma Cafã‰. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 8(1). doi:https://doi.org/10.35794/emba.v8i1.27498
  24. Sahatatua, R., Setiady, T., Astawa, I. K., & Ansari, T. S. (2025). The role of investment law in Indonesia's economic recovery efforts. Global Academy of Multidisciplinary Studies, 1(1), 1-11. doi:https://doi.org/10.35912/gams.v1i1.3370
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