Hubungan Implementasi Standar Operasional Prosedur (SOP) Berdasarkan Peraturan Menteri Pendayagunaan Aparatur Negara Nomor 35 Tahun 2012 terhadap Kepuasan Pelanggan pada Kantor Regional VI Badan Kepegawaian Negara

Abstract

This study aims to analyze the effect of the implementation of operational standard procedures on customer satisfaction at regional office VI State Personnel Board, the issues raised in this study are still lack of standard implementation in completing the work due to, among others (1) Lack of understanding on SOP applied by Kanreg VI BKN that the completion of the work has been the size of the settlement time, but due to limited time frame of file submission and completion of work that is not enough time has been set, so often the customer feels not served well, (2) inconsistent in running the SOP. Consistent is a matter of discipline and morals. Consistent need strong will to continuously adhere to all rules contained in SOP (discipline). Consistently also requires a mental attitude that carrying out SOP requirements in principle is to run values both in work or in business (morals).The research used quantitative research method of Product Moment Correlation with deviation with 30 respondents. From the results of the research is known that there is a positive correlation of 0.743 between Implementation of Standard Operating Procedures (SOP) based on Permenpan No.35 of 2012 on Customer Satisfaction in Regional Office VI State Personnel Agency Medan, Correlation obtained value probability variable Implementation Standard Operational Procedures (SOP) With Customer Satisfaction at Regional Office VI of the Personnel Agency of 0.0743> 0.0376. Thus the result of Hypothesis is H0 ≠ 0, Ha accepted or correlation Implementation Standard Operational Procedure (SOP) with Customer Satisfaction at Regional Office VI State Personnel Board very significant.