CONSUMER BEHAVIOR IN THE WAITING PROCESS FOR LICENSE SERVICES

Abstract

Several problems related with license application whereby customers experience of having to wait for some time for their applications to be processed. These experiences are endured for new applications as well for extension of their current licenses. Customers complained of long winded procedure, long queues and also the hassle of moving from one counter to another for license application. The purpose of this study is to evaluate customers’ behavior while waiting for the licenses application to be processed. The research was conducted among SatPas customers as license applicants in Satpas Singosari Malang, Indonesia. About a hundred participants were selected for this study. Participants completed a questionnaire of 10 questions which were based on their experiences during the license application process. The findings of this study showed a significant relationship for waiting time  behavior and quality of service provided with p value yielding 0.000<0.05 and a coefficient T value of 80% for waiting behavior and also related to service quality. The recommendations which were proposed, were to improve waiting time behavior, improve the facilities provided, improve the service quality and providing an effective information system.