Research Paper
Year: 2022 | Month: January | Volume: 9 | Issue: 1 | Pages: 461-469
DOI: https://doi.org/10.52403/ijrr.20220152
Implementation of Standard Operational Procedure (SOP) for Services, Government Policy and Information Technology of Communication on Improving Public Satisfaction of Balai Karantina Pertanian Kelas II Medan
Hetty Evarina Situmorang1, Endang Sulistya Rini2, Sugiharto Pujangkoro2
1,2Master of Management Study Program on Postgraduate School of University of Sumatera Utara
Corresponding Author: Hetty Evarina Situmorang
ABSTRACT
Public satisfaction with the service performance of government officials is influenced by many factors such as application of Standard Operating Procedures (SOP), government policy, and the application of technology and information systems. Principles of Public service such as transparency, accountability, participation, conditionality, equality of rights and obligations as well as the balance of rights and obligations greatly affect public satisfaction with service systems and procedures. The present study is a survey using an associative quantitative approach aimed at determining the effect of the Standard Operating Procedures (SOP) in services, government policy, and information communication technology on improving public satisfaction of Balai Karantina Pertanian Kelas II Medan. The population included the people who used the service as of 80 people using quarantine services. The sampling method used a total sampling method so that there are 80 samples. The data collection method used a questionnaire. The collected data were then analyzed by using multiple linear regression. The results of the study indicated that Standard Operating Procedures (SOP), Government Policies, and Information and Communication Technology and Community Satisfaction have a positive and significant effect on community satisfaction. Standard Operating Procedure (SOP) partially has a positive and significant effect on community satisfaction. Government policies partially have a positive and significant effect on community satisfaction. Information and Communication Technology partially has a significant effect on community satisfaction. It is suggested to the Kantor Balai Karantina Pertanian Kelas II Medan to further improve the quality of service so that consumer satisfaction in online transactions can be further improved.
Keywords: Standard Operating Procedure, Government Policy, Technology Information, and Communication.
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