Saifudin, Saifudin (2021) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Dinas Kependudukan dan Pencatatan Sipil (DISPENDUKCAPIL) Kabupaten Banyuwangi. Masters thesis, STIE-Mandala.

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Abstract

Abstract Public service is one of the manifestations of the functions of the state apparatus as public servants, public services are intended to prosper the community or citizens. Professional public service, which means public services characterized by accountability and responsibility from service providers (government officials). One of the functions that must be performed by the government is the function of public services or community service functions. To see that all can be packaged in service quality (tangibles, reliability, responsiveness, assurance, empathy). The purpose of this research is to examine and analyze the effect of service quality dimensions (tangibles, reliability, responsiveness, assurance, empathy) simultaneously and partially on community satisfaction simultaneously at the Department of Population and Civil Registration (DISPENDUKCAPIL) Banyuwangi Regency and see the most dominant variables. in service quality. The sample in this study was 138 respondents who used purposive sampling technique. The data analysis used multiple regression test, hypothesis test, and determination coefficient (R2). Based on the research results, it explains that all the variables of service quality (tangibles, reliability, responsiveness, assurance, empathy) have a simultaneous effect on community satisfaction while partially there are three variables that influence them (tangibles, reliability, and responsiveness) and two other variables ( assurance and empathy) have no effect on customer satisfaction. Of the five variables, it turns out that tangible variables (physical evidence) have a dominant effect on customer satisfaction. Keyword: tangibles, realibility, responsivisness, assurance, empathy, and customer satisfaction

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	MANAJEMEN-S2
Depositing User:	Handoko Triharso
Date Deposited:	10 Feb 2025 05:48
Last Modified:	10 Feb 2025 05:48
URI:	http://repo.itsm.ac.id/id/eprint/1027

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