Pengaruh dimensi kualitas pelayanan publik pada bidang administrasi kependudukan terhadap kepuasan Masyarakat Jebres Kota Surakarta

Abstract

The purpose of this study is to determine the effect of several dimensions as follows: (1) tangible , (2) responsiveness , (3) reliability , (4) assurance , (5) empathy , (6) all dimension s of service quality on the Jebres Surakarta Community Satisfaction. This research is categorized as th e quantitative research method. The population in this study is the Jebres community, who have performed services . The sample in this study was 80 people. The research sampling technique used the Cluster Area Sampling . This research collected the data using questionnaires and used multiple linear regression techniques towards the IBM SPSS 26.0 program to analyze the data. The results showed that there was a positive and significant effect of: (1) the tangible evidenced by a significance value of 0.000 <0.05 and 3.792> a 1.992; (2) the responsiveness 0.000<0.05 and 5.338> 1.992; (3) the reliability of 0.018<0.05 and 2.426> a 1.992; (4) the guarantee v a lue of 0.000 <0.05 and of 5.170 > 1.992; (5) the empathy of 0.000 <0.05 and of 7.017> a 1.992. (6) Simultaneously of dimension public service quality value of 0,000<0,05 and  95.900>  2,34. The results of this study show the double meaning of service quality to community satisfaction of 86.6%.