Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik
Desi Desi
Universitas Bina Darma Palembang
Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN SEMBILAN SEPULUH ULU KOTA PALEMBANG Desi Desi; Irwan Septayuda
Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik Vol. 11 No. 3 (2024): Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi, dan Pelayanan Publ
Publisher : Universitas Bina Taruna Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37606/publik.v11i3.1182

Abstract

This research aims to analyze the influence of service quality provided by governmental institutions, particularly the Sembilan Sepuluh Ulu Subdistrict Office in Palembang City, on public satisfaction through indicators of Tangibles, Reliability, Responsiveness, Assurance, and Empathy, utilizing the Structural Equation Modeling (SEM) PLS 3 method. The results indicate that Tangibles and Assurance positively influence Public Satisfaction, whereas Reliability and Responsiveness do not show a positive influence. Empathy is also proven to have a positive influence on Public Satisfaction. The managerial implications suggest that the Subdistrict Office can enhance public satisfaction by addressing and improving aspects that have been shown to have a positive influence. The theoretical implications of this research contribute to understanding the relationship between service quality and public satisfaction, particularly in the context of governmental institutions. For future researchers, it is recommended to conduct a deeper analysis regarding the implementation of solutions, particularly by considering the effectiveness of training, the application of service information systems, and continuous evaluation of the transparency and efficiency of services.
Co-Authors Irwan Septayuda