PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DI KECAMATAN PALETEANG KABUPATEN PINRANG
Keywords:
service quality, satisfactionAbstract
The research aims to determine and analyze the influence of service quality, namely: tangibles (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) partially and simultaneously and the most dominant variables affecting community satisfaction in Paleteang District Pinrang Regency.
This research uses quantitative and qualitative approaches. The method used is a survey method. The population in this study is the community served in Paleteang District Pinrang Regency as many as 1,245. The sample selection is done using the random sampling method (random sampling) with sampling using the Slovin formula, by taking samples during the study as many as 94 people served in the District of Paleteang Pinrang Regency.
Data analysis using multiple regression analysis (multiple regression analysis), The results showed that: 1) Based on the results of multiple regression analysis the effect of service quality on community satisfaction was positive. This shows that the better the quality of service, the higher the community satisfaction, especially at the Paleteang District Office in Pinrang Regency. and 2) Based on the results of correlation analysis of service quality variables on community satisfaction, it can be seen that the influence of empathy variables is the most significant influence on community satisfaction, especially at the Paleteang District Office in Pinrang Regency.
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