Pengaruh Kualitas Pelayanan Publik Dan Fasilitas Pelayanan Terhadap Kepuasan Masyarakat
The Influence of Public Service Quality and Service Facilities on the Community
Abstrak
Tujuan penulisan ini untuk mengetahui pengaruh kualitas pelayanan publik dan fasilitas terhadap kepuasan masyarakat kecamatan Deket dalam perekaman E-KTP. Penelitian menggunakan metode deskriptif melalui pendekatan kuantitatif. Populasi penelitian ini sebanyak 138 masyarakat. Pengambilan sampel menggunakan teknik non-probability jenis purposive sampling. Jumlah sampel 35 responden. Penyebaran kuesioner dilakukan untuk pengambilan data penelitian, dengan pertanyaan angket tertutup. Teknik analisis data menggunakan regresi linier berganda, koefisien determinasi, uji t dan uji F. Hasil pengujian hipotesis variabel kualitas pelayanan publik (X1) sebesar 3,126 < dari 2,034 dan nilai signifikansi sebesar 0,004 < dari 0,05. Fasilitas pelayanan (X2) sebesar 2,681 < dari 2,034 dan nilai signifikansi sebesar 0,011 < dari 0,05. Hasil uji F sebesar 33,661 > 3,28. Dan nilai signifikan diketahui sebesar 0,000 < 0,05. Dari hasil penelitian ini dapat disimpulkan bahwa secara parsial kualitas pelayanan publik (X1) dan fasilitas pelayanan (X2) berpengaruh positif dan signifikan terhadap kepuasan masyarakat (Y). Secara simultan kualitas pelayanan publik (X1) dan fasilitas pelayanan (X2) berpengaruh positif dan signifikan terhadap kepuasan masyarakat (Y).
Kata Kunci : Kualitas Pelayanan; Fasilitas; Kepuasan Masyarakat
Abstract
The purpose of this paper is to determine the effect of the quality of public services and facilities on the satisfaction of the people of the Deket sub-district in recording E-KTP. This research uses descriptive method through quantitative approach. The population of this study was 138 people. Sampling using non-probability purposive sampling technique. The number of samples is 35 respondents. Questionnaires were distributed to collect research data, with closed questionnaire questions. The data analysis technique used multiple linear regression, coefficient of determination, t test and F test. The results of hypothesis testing for the variable quality of public service (X1) were 3.126 < from T_table 2.034 and a significance value of 0.004 < from 0.05. Service facilities (X2) of 2.681 < from T_table 2.034 and a significance value of 0.011 < of 0.05. The result of F test is 33,661 > F_table 3,28. And the significant value is known to be 0.000 < 0.05. From the results of this study it can be concluded that partially the quality of public services (X1) and service facilities (X2) has a positive and significant effect on community satisfaction (Y). Simultaneously, the quality of public services (X1) and service facilities (X2) has a positive and significant effect on community satisfaction (Y).
Keywords: Service Quality; Facility; Community Satisfaction