Proceedings of The First International Conference on Global Innovation and Trends in Economy, InCoGITE, 7 November 2019, Tangerang, Banten, Indonesia

Research Article

Analysis of Complaint and Suggestion value at Public Services for Organizational Success

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  • @INPROCEEDINGS{10.4108/eai.7-11-2019.2295247,
        author={Nunik  Madyaningarum and Gustini  Sayid},
        title={Analysis of Complaint and Suggestion value at Public Services for Organizational Success},
        proceedings={Proceedings of The First International Conference on Global Innovation and Trends in Economy,  InCoGITE, 7 November 2019, Tangerang, Banten, Indonesia},
        publisher={EAI},
        proceedings_a={INCOGITE},
        year={2020},
        month={5},
        keywords={complaint public services the organization’s long-term success customers},
        doi={10.4108/eai.7-11-2019.2295247}
    }
    
  • Nunik Madyaningarum
    Gustini Sayid
    Year: 2020
    Analysis of Complaint and Suggestion value at Public Services for Organizational Success
    INCOGITE
    EAI
    DOI: 10.4108/eai.7-11-2019.2295247
Nunik Madyaningarum1,*, Gustini Sayid1
  • 1: Pusat Teknologi Bahan Galian Nuklir-BATAN
*Contact email: nunikarum@gmail.com

Abstract

Complaints are expensive, both as direct and indirect costs. Organizational responses are the initial reactions by a company in response to a complaint. Analysis of frequency descriptive statistics was conducted on data derived from 71 customer satisfaction assessment questionnaires for nuclear mineral technology services. An assessment analysis of complaints handling, and suggestions by customers conducted to get feedback which used as capital to improve the quality of continuous service. Improving the quality of procedures and concrete actions to handle service complaints which submitted by all customers is an opportunity to improve the quality of continuous services so as to maintain the organization’s long-term success