ANALISIS KINERJA PELAYANAN IMPORTASI JALUR HIJAU PADA KANTOR WILAYAH VI DIREKTORAT JENDERAL BEA DAN CUKAI SEMARANG

Abstract

This is a research that has purposed to measure the performance’s Green line of importation and to appraise customer satisfaction level in Regional Office 6 th of Customs Affairs at Semarang to know what aspects should be maintained and what aspects would be improved. Its because the potential losses of duties and taxes and the complainant from society in which cause high cost expenses of importation activities. The sampling technic of this research was accedential sampling. Quessioners were delivered to 150 respondents (importers).The technic of data analysis that used in this research was descriptive quantitative-qualitative. The result of this research indicated that all these performance of Regional Office 6 TH of Customs Affairs at Semarang had a good performance. Although several several aspects indicated the good performance, but the others should be improved. There are several aspects that had good performance such as the transparency of procedure information, intellectual skill of officers, fairness of the public services, the politeness between officers and society, respectability between officers and society, the savety of the public place or office, the savety of the public facilities. Then there are several aspects that should be improved such as it’s to be clear about flow chart of procedure, the simplicity of the procedure ,it’s to be on time at the service, the capability of the society to pay the service, it’s clearly information about detail cost of service, the transparency about detail cost of service, it’s to be clearly information about the schedule of service, the competitive advantage of schedule of service, the cleanness of the service’s places, the completeness of the public facilities, and savety of the consequence from service’s activities.