PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DI KANTOR KECAMATAN SUKAHENING KABUPATEN TASIKMALAYA

Abstract

The title of this research is "The Influence of Public Service Quality on Community Satisfaction at the Sukahening District Office, Tasikmalaya Regency". Based on observations at the Mangkubumi District Office, problems were found regarding the lack of community satisfaction in public services caused bysuboptimal service quality.

The theories used in this research are the theory of service quality and the theory of community satisfaction. This research uses a descriptive research method with a quantitative approach. Data collection techniques used were literature study and field study, which included observation, interviews, and questionnaires.

Based on the research results and discussion, it can be concluded that community satisfaction at the Sukahening District Office, Tasikmalaya Regency can be influenced by public service quality both simultaneously and partially. Simultaneous effect: The F-test results show that the service quality variable has a significant effect on community satisfaction at the Sukahening District Office, with a calculated F value of 14.230 > F-table value of 2.40 at a significance level of 0.05. For the R² determination, the coefficient of determination value obtained is 0.569. This value indicates that 56.9% of the percentage value affects the community satisfaction variable, while the remaining 43.1% is influenced by other factors not examined in this study. Partial effect: The t-test results show that the reliability variable and the empathy variable have a significant effect on the community satisfaction variable at the Sukahening District Office, with calculated t values > t-table values. Meanwhile, the tangible, responsiveness, and assurance variables do not have a significant effect on community satisfaction at the Sukahening District Office, with calculated t values < t-table values.