The Effect of Service Quality on Community Satisfaction in the "One Day Ready" Service Program of the Meranti Islands Disdukcapil
Keywords:
Public Service Quality, Public Satisfaction, One Day Ready, e-Government, DisdukcapilAbstract
Quality public services are a basic need for the community so that administrative processes can take place effectively and meet the expectations of service users. This study aims to analyze the effect of service quality on public satisfaction in the "One Day Ready" service program at the Population and Civil Registration Office of Meranti Islands Regency. The study used a quantitative descriptive method with a survey technique through the distribution of questionnaires to 316 respondents who are community users of the "One Day Ready" service. The variables in this study include tangible, reliability, responsiveness, assurance, and empathy. The data were analyzed using validity and reliability tests, and multiple linear regression analysis. The results showed that all tangible, reliability, responsiveness, assurance, and emptiness variables had a positive and significant effect on public satisfaction, with a contribution of 61.7%, while the remainder was influenced by other factors outside the study. These findings indicate that good service quality, both in terms of physical aspects, procedural accuracy, speed of service, security assurance, and officer empathy, significantly increased public satisfaction with the "One Day Ready" program. Thus, consistently improving service quality is an important factor in maintaining and increasing public satisfaction with population administration services
Downloads
References
Abdullah, K., Jannah, M., Aiman, U., Hasda, S., Fadilla, Z., Taqwin, M., ... & Sari, M. E. (2022). Metodologi penelitian kuantitatif. Yayasan Penerbit Muhammad Zaini, 3(2).
Algifari. 2017. Mengukur Kualitas Layanan Dengan indeks Kepuasan, Metode Importance Analysis (IPA), dan Model Kano. BPFE: Jakarta
Arikunto, Suharsimi. 2006. Prosedur Penelitiaan Suatu Pendekatan Praktek. Jakarta: Rineka Cipta.
Azwar, S. (2012). Reliabilitas dan validitas edisi 4. Yogyakarta; pustaka belajar
Dwiyanto Agus, Mewujudkan Good Governance Melalui Pelayanan Publik, Gadjah Mada University Press, Yogyakarta, 2005.
Firmansyah, A. C., & Rosy, B. (2021). Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat. Journal of Office Administration: Education and Practice, 1(2), 82-93.
Iskandar. 2010. Metodologi penelitian pendidikan dan sosial (Kuantitatif dan Kualitatif). Jakarta: Gaung Persada Press (GP Press).
Kaho, J. R. PEMERINTAH PUSAT DAN DAERAH. 2012
L.P Sinambela, Reformasi Pelayanan Publik, Bumi Aksara, Jakarta, 2010.
Musa, M. (2022). Pengaruh Kualitas Pelayanan terhadap Kepuasan Masyarakat pada Kantor Desa Padang Loang di Kabupaten Bulukumba. PINISI JOURNAL OF ART, HUMANITY AND SOCIAL STUDIES, 2(6), 38-52.
Mokosolang, M., Liando, D. M., & Sampe, S. (2021). Pengaruh Profesionalisme Pegawai Terhadap Kinerja Pegawai Dinas Kesehatan Dalam Pencegahan Penularan Covid-19 di Kabupaten. Governance, 1(1).
Nasihah, D. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan Masyarakat di Kantor SAMSAT Pati. Jurnal Akuntansi Dan Pajak, 21(01), 176-185.
Rezha, F. (2013). Analisis Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat (Studi Tentang Pelayanan Perekaman Kartu Tanda Penduduk Elektronik (e-KTP) Di Kota Depok) (Doctoral dissertation, Brawijaya University).
Sinanbela. 2014. Reformasi Pelayanan Publik, Cetakan Ke Tujuh, Bumi Aksara. Jakarta.
Suandi, S. (2019). Analisis Kepuasan Masyarakat terhadap Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat di Kantor Kecamatan Belitang Kabupaten OKU Timur. Jurnal Ilmu Administrasi dan Studi Kebijakan (JIASK), 1(2), 13-22.
Sonani, N., & Yulia, I. A. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Bagian Pelayanan Administrasi Kependudukan: Kualitas Pelayanan, Kepuasan Masyarakat. Jurnal Visionida, 7(1), 14-21.
Sugiyono, D. (2013). Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D.
Sugiyono, D. (2010). Metode penelitian kuantitatif kualitatif dan R&D. In penerbit Alfabeta
Syahbani, A., Kusmayati, N. K., & Wulansari, D. (2024). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat di Dinas Sosial Provinsi Jawa Timur. Journal Of Accounting and Business, 27-36.
Yahya, M. R., & Anugerah, M. F. (2023). Kualitas pelayanan publik di kantor imigrasi pekanbaru tahun 2019. Jurnal El-Riyasah, 14(1), 1-14.
Undang-undang Nomor 12 tahun 2009, Tanggal 16 januari 2009 tentang pembentukan kabupaten kepulauan meranti.
