Analisis Kualitas Layanan Administrasi terhadap Tingkat Kepuasan Pelanggan pada Lpk/Lkp. Zakiyah Muara Enim

Abstract

Training Institutions, Courses and Job Training are places that are very often used by the public to increase their expertise and skills. In winning the competition in the service sector related to customer satisfaction, the efforts that must be made by the institution are to improve the quality of serving customers which is a key factor in the success of an institution. This study aims to analyze the quality of administrative services on customer satisfaction at LPK/LKP. Zakiyah Muara Enim. The study was conducted by collecting data through documentation, interviews, observations and literature. The methodology used is a qualitative method that is descriptive and tends to use analysis. The process and meaning (subject perspective) are more emphasized in qualitative research. Based on the results of the analysis that has been carried out, it states that administrative services at LPK/LKP. Zakiyah has provided effective services, good communication and responsiveness, so that customers are satisfied with the service. This can have a good impact on the institution in terms of service quality, because the better the service provided, the better the image of the institution's name among the public. And for service providers, it is expected to continue to make improvements in service aspects to increase customer satisfaction and loyalty. In conclusion, the quality of administrative services plays a very important role and is the main factor in increasing customer satisfaction so that it can provide a sense of comfort for customers.