PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP TINGKAT KEPUASAN MASYARAKAT

Abstract

Study determines the extent to which service quality influences the level of community satisfaction  This study was conducted quantitatively at the Community Satisfaction using a survey method and a questionnaire. Purposive sampling of 250 respondents was used to conduct the sampling, which was selected using a non-probability sampling technique. This study's data quality was tested through validity, reliability and classic assumption tests, while hypothesis testing was determined through multiple regression analysis and t-test. Based on hypothesis testing using the Statistical Product and Service Solution (SPSS) program version 29.0, First, the variable physical evidence positively affected community satisfaction. Second, the reliability variable had a positive effect on community satisfaction. Third, the responsiveness variable had a negative effect on community satisfaction. Fourth, the empathy variable has a negative impact on community satisfaction. Fifth, the guarantee variable had a positive effect on community satisfaction.