Galih, Tri Widodo (2025) PENGARUH FAKTOR-FAKTOR PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DALAM LAYANAN ANTAR DAN AMBIL BARANG BUKTI DI KEJAKSAAN NEGERI BANYUWANGI. Masters thesis, Institut Teknologi Dan Sains Mandala Jember.
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Abstract
ABSTRACT High-quality public services are essential in supporting bureaucratic reform and improving public satisfaction. The Banyuwangi District Attorney's Office introduced a delivery and retrieval service for evidence as an innovation to bring legal services closer to the public. This study employs a quantitative approach using survey techniques through questionnaires distributed to users of the delivery and retrieval service. The analyzed variables include service quality, service procedures, policy implementation, staff competence, and transparency. Data were analyzed using multiple linear regression. The findings indicate that all five variables have a significant partial and simultaneous influence on public satisfaction. The service is perceived as effective in simplifying procedures, ensuring information clarity, and improving public access to evidence. The evidence delivery and retrieval service has made a positive contribution to public satisfaction in Banyuwangi. Enhancing staff competence, improving policy communication, and strengthening transparency are key strategies to maintain service quality in the long term. Keywords: Service quality, service procedure, policy implementation, staff competence, transparency, public satisfaction.
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | MANAJEMEN-S2 |
| Depositing User: | KARIM BUDIONO |
| Date Deposited: | 19 Jan 2026 04:43 |
| Last Modified: | 19 Jan 2026 04:43 |
| URI: | http://repo.itsm.ac.id/id/eprint/1578 |
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