<![CDATA[Based on the results of the SKM for licensing services and population administration at DPMPTSP and DISDUKCAPIL of Cimahi City, there are elements of poor service, one of which is the element of slow service completion time, so that public satisfaction is considered less suspected because government officials often delay work in providing services. This study aims to explain and analyze the effect of service quality on public satisfaction both simultaneously and partially. This study uses the theory of public service quality according to Zeithaml, et.al (1990:26) such as Reliability, Tangibles, Responsiveness, Assurance, and Empathy, as well as the theory of public satisfaction according to Hawkins and Looney (in Tjiptono, 2015:101), expected skills, interest in revisiting, and willingness to recommend. The type of mixed-method research, with a sequential explanatory method through distributing questionnaires to service recipients at MPP Cimahi City, a population of 16,293 and a sample of 100 respondents, and through non-participant observation at the research location. Data analysis techniques used descriptive analysis, classical assumption tests, multiple linear regression analysis, simultaneous and partial tests, and coefficient of determination processed using SPSS for windows ver26.00. The results of the study indicate that: Service Quality at MPP is categorized as good with a value of 4.168, and there is a significant influence both simultaneously and partially from Service Quality consisting of Reliability (X1), Tangibles (X2), Responsiveness (X3), Assurance (X4), and Community Satisfaction (X5) on Community Satisfaction at MPP Cimahi City, with a coefficient value of 0.557 or 55.7%, while the remaining 0.443 or 44.3% is influenced by other variables not examined in this study.]]>
Copyrights © 2024
