Service quality satisfaction of the office of the government pawnshop

Abstract

         This research is an exploratory study. The mixed methods research consists of qualitative research from a sample of 40 people using in-depth interviews and focus groups and the quantitative research from a sample of 2163 people with questionnaires. The purpose of this research are 1) to survey the satisfaction of customers and stakeholders on the service quality of the office of the government pawnshop in 7 main issues: products, price, place, promotion, people, physical environment and process 2) to use the survey results and recommendations to improve policies, guidelines, and activities in response to customers and stakeholders in order to achieve maximum satisfaction.

          The results showed that the overall customer satisfaction level is at the highest   and the stakeholder satisfaction level is high to the highest with remarks and expectations in terms of services, operations, and guideline improvement. Recommendations from the study are divided into policy and management. In terms of policy, there should be clarity in strategic formulation, be proactive in providing emergency financial assistance to people and enhancing competitiveness. In terms of management, proactive marketing, auction system improvement to gain trust and transparency, work force analysis improvement according to workload and individual performance, person in charge, goal setting, and a clear roadmap which are primarily based on the needs of the community and customers.