The Analysis of Foreigner Satisfaction and Service Quality of Immigration Office Padang

摘要

The aims of this research were to see the influence of immigration service quality on foreigner satisfaction that was assessed by using Citizen Satisfaction Index (CSI) directly and the influence of it when it was interfered by equity and disconfirmation. Quantitative method was used to approach these aims. All 191 respondents were taken in 2 phases; cluster and proportional stratified random sampling. The data were collected by using a valid and a reliable questionnaire and were analyzed by using path analysis. The result showed the direct influence of immigration service quality on foreigner satisfaction that was assessed by using CSI and the indirect influence when the model was interfered by equity and disconfirmation variables. All these findings lead to an important conclusion, the influence of immigration service quality on foreigner satisfaction (CSI) when it was interfered by equity and disconfirmation was greater than its direct influence on CSI.