PENGARUH EXCELLENT SERVICE, PERILAKU PEGAWAI DAN SARANA DAN PRASARANA TERHADAP KEPUASAN PEMOHON IZIN DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPATU SATU PINTU KABUPATEN LUWU TIMUR
Keywords:
Excellent Service, Employee Behavior, Facilities and Infrastructure, SatisfactionAbstract
This study aims to analyze the effect of excellent service, employee behavior and facilities and infrastructure partially and simultaneously on the satisfaction of permit applicants at the Investment and One Stop Services Office of East Luwu Regency.
The population in this study were 50 employees of the East Luwu Regency Investment and One-Stop Services Service with the consideration that the data and information needed were easier to obtain and more accurate and very relevant to the subject matter that was the object of this research. Because the population used was relatively small, namely less than 100 people, the researchers took a sample with a population of 50 employees as respondents. Data collection techniques were carried out through questionnaires where each respondent's answer was assessed using a score according to a Likert scale.
The results of this study indicate that excellent service, employee behavior and facilities and infrastructure partially each have a positive and significant effect on the satisfaction of license applicants at the Investment and One-Stop Services Office of East Luwu Regency. From the results of the F test or simultaneous testing, it shows that Fcount is 50.181 and Ftable is 2.77. So it shows that Fcount > Ftable with a significance of 0.000 <0.05. These results indicate that excellent service, employee behavior and facilities and infrastructure simultaneously have a significant effect on the satisfaction of permit applicants at the Investment and One-Stop Services Office of East Luwu Regency. Furthermore, the excellent service variable is the variable that has the most dominant effect with a beta value of 0.353.
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