PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKATDI KANTOR DESA SEMAWUNGKECAMATAN PURWOREJOKABUPATEN PURWOREJO
Keywords:
service qualityAbstract
This research aims to find out whether service quality has a positive and significant effect on community satisfaction at the Semawung Village Office, Purworejo District, Purworejo Regency. The data source uses a questionnaire. The population in this study are people who are currently and/or have applied for KTP, KK, SKTM, SKCK cover letter, birth certificate, birth certificate, death certificate, land certificate, etc. at the Semawung Village Office, Purworejo District, Purworejo Regency in period 1 January 2022 to 31 July 2022. The sampling technique is purposive sampling. The number of samples taken was 30 people. The data analysis techniques used are simple linear regression analysis, coefficient of determination, and t test. The results of simple linear regression analysis show: constant of 9.328, b value of 1.366. The results of the coefficient of determination show an Rsquare value of 0.736. This means that service quality contributes 73.6% to satisfaction. The results of the t test show: the t value is greater than t table (8.837 > 1.701) with a sig value of 0.000 (< 0.05), meaning that there is a positive and significant influence between service quality on community satisfaction at the Semawung Village Office, Purworejo District, Purworejo Regency.
References
Anisa, S. 2018. Pengaruh Pelayanan Publik terhadap Kepuasan Masyarakat di Kantor Desa Helvetia. Skripsi. Medan: Fakultas Ekonomi dan Bisnis Islam, Universitas Islam Negeri Sumatera Utara, Medan.Arikunto, S. 2006. Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.Ghozali, I. 2018. Aplikasi Analisis Multivariate dengan IBM SPSS 25. Semarang: Badan Penerbit Universitas Diponegoro.Ismaidi, S. 2021. Kualitas Pelayanan Administrasi Pemerintah Desa di Masa New Normal (Penelitian Deskriptif Kualitatif tentang Kualitas Pelayanan Administrasi Pemerintah Desa di masa New Normal Desa Sumbermulyo Kecamatan Bambanglipuro Kabupaten Bantul). Skripsi. Yogyakarta: Sekolah Tinggi Pembangunan Masyarakat Desa “APMD” Yogyakarta.
Kasali, R. 2007. Membidik Pasar Indonesia: Segmentasi, Targeting, dan Positioning. Jakarta: PT Gramedia Pustaka Utama.Kotler, P., dan Armstrong, G. 2018. Principles of Marketing. New Jersey: Prentice-Hall, Inc.Kotler, P., dan Keller, K.L. 2016. Marketing Management. New Jersey: Pearson Education, Inc.Mayasari, A. 2020. Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Masyarakat di Desa Paulan, Colomadu, Karanganyar. Jurnal Ekonomi & Ekonomi Syariah, 3 (2): 36-44.Murniati, M.P., dkk. 2013. Alat-alat Pengujian Hipotesis. Semarang: Penerbitan Unika Soegijapranata.Parasuraman, A., dkk. 2010. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.Pasolong, H. 2021. Etika Profesi. Yogyakarta: Nas Media Pustaka.Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 14 Tahun 2017 Tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik.Putri, A.H., dan Husnaini. 2020. Pengaruh Kualitas Pelayanan terhadap Kepuasan Masyarakat pada Kantor Desa Medan Sinembah. Civitas: Jurnal Studi Manajemen, 2 (1): 1-6.Ridel. 2013. Peran Aparatur Pemerinta dalam Pelayanan E-KTP (Suatu Studi di Kecamatan Amurang Timur Kabupaten Minahasa Selatan). Jurnal Eksekutif, 2 (1): 1-11.Sapri., dkk. 2020. Pelayanan Publik: Implementasi dan Akutualisasi. Pasuruan: CV Penerbit Qiara Meia.Sekaran, U., dan Bougie, R. 2016. Research Methods for Business: A Skill-Building Approach.United Kingdom: John Wiley & Sons Ltd.Setiawan, S., dkk. 2017. Statistika II. Yogyakarta: Penerbit Andi.Shinta, A. 2011. Manajemen Pemasaran. Malang: Universitas Brawijaya Press.Sugiyono. 2017. Metode Penelitian Bisnis (Pendekatan Kuantitatif,Kualitatif, Kombinasi, dan R&D). Bandung: Alfabeta.Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 Tentang Pelayanan Publik.
