![handle is hein.journals/techssj16 and id is 1 raw text is: Technium Social Sciences Journal
Vol. 16, 1-10, February, 2021
SOCIAL S N J N r G ISSN: 2668-7798
54IAL CE E U AL www.techniumscience.com
The Role of Service Excellence Training for Government
Employees to Improve Customer Satisfaction: Public Service
Implementation in Tax Service Office in Jakarta
Pryo Handoko
Doctoral Program of Business Administration, Faculty of Social and Political
Sciences, University of Padjadjaran, Bandung - INDONESIA
prvo.handokokstiabanten.ac.id
Abstract. Improving the quality of public services is an effort to improve the quality and
innovation of public services at each government agency on a regular basis according to the
needs and expectations of the community. In addition, improving the quality of public services
is carried out to build public trust in public service providers in order to increase public
satisfaction. This research is aimed at answering the question how service excellence is
implemented in the work of employees in the daily tax office, what complaints are perceived by
the public regarding services they received, and how service excellence training should be
provided to civil servants to improve customer satisfaction. This study proves that service
excellence training for tax service office employees is very important to improve service quality
so as to provide customer satisfaction.
Keywords. Customer satisfaction, service excellence, training
1. Introduction
Reliable human resources of the state civil apparatus are a valuable investment for a
bureaucratic organisation. The current bureaucracy demands that its apparatus must be able to
behave like the people want, namely providing public services that are easy, cheap and fast,
timely, and straightforward [1]. The government, which has the function of providing services
to the community, must emphasise things, namely prioritizing the interests of the community,
facilitating community affairs, shortening the process of implementing community affairs and
providing satisfaction to the community. According to Law No. 25 of 20091, public service is
an activity or series in order to fulfil the need for services in accordance with statutory
regulations for every citizen and resident for goods, services and / or administrative services
provided by public administrators.
To achieve prime public service, qualified government officials are demanded in providing
various services needed by the community, either in the form of regulations or other services
such as in the service sector. Apparatus services will be prime if employees are given adequate
compensation, education and training, as well as the availability of office facilities and
infrastructure. In other words, if employees receive adequate incentives, employees are often
1 Undang Undang No 25 Tahun 2009, Republik Indonesia
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