Analisis Pengaruh Kualitas Pelayanan Pelaksanaan Audit terhadap Kepuasan Importir pada Kantor Wilayah I Direktorat Jenderal Bea dan Cukai di Medan

Abstract

Audit of customs and excise is a sequence of activities including document investigation and goods inventory of entreprises in order to control the fulfil of regulation of customs and excise and others regulation thet are controled under directorate general of customs and excise. The goal of audit is to save government's income and to evaluate level of obedience of entreprises to follow thar low. The problems of this research are to evaluate the influences of service quality of audit execise on importir's satisfaction at Regional Office I directorate General of customs and Excise Medan and which factor that dominantly influences. The objective ofthis research is to evaluate the influences of audit services on importir' s satisfaction at Regional Office I directorate General of customs and Excise Medan and to find the dominant factor which influences importir's satisfaction the method which was applied in this research is survey method. Data collecting techniques are interview and questionare. Theory was used in this research is service marketing management which related to service quality and customers satisfaction. Analysis of data is using Multiple Linier Regression. The research shows that importir's perception on quality of audit services. Overall, the quality of services influences the importir's satisfaction with level of significant 5% had point 0.811 it means quality of services influence customer satisfaction in level 81.1 % while another 19 .1 % was influent by other factors that not observed. The factor which dominantly influences the importir's satisfaction is emphaty.