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All Journal Jurnal Taklimat: International Journal of Taklimat Science Review
Ilham Yuri Nanda
Maritim Raja Ali Haji University

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The Effect of Service Quality on Community Satisfaction in the "One Day Ready" Service Program of the Meranti Islands Disdukcapil MHD. Rafi Yahya; M. Fajar Anugerah; Nor Azlina; Ilham Yuri Nanda
International Journal of Taklimat Science Review Vol. 1 No. 3 (2026): August : International Journal of Taklimat Science Review
Publisher : CV. Sutan Mandiri Sejahtera

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Abstract

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
Co-Authors M. Fajar Anugerah MHD. Rafi Yahya Nor Azlina