Fasilitas dan Pelayanan sebagai Faktor Determinan Kepuasan Masyarakat: Studi Empiris di Kelurahan Gaharu,Kecamatan Medan Timur Kota Medan

Abstract

This study aims to analyze the effect of facilities and employee services on community satisfaction at the Gaharu Sub-regency Office, East Medan Regency, Medan City.  The research method uses a quantitative approach with a sample of 100 people. The data in this study used multiple linear analysis. The results showed that facilities and employee services have a positive and significant influence on community satisfaction at the Gaharu sub-regency Office. With hypothesis testing, the facility variable (X1) has a thitung value of 0.893> ttable 0.2050, or a Sig value of 0.013 <0.05. This means that the facility factor at the Gaharu sub-regency Office significantly affects the level of community satisfaction. Services variable (X2) has a thitung value of 2.261> ttable 0.2050, or a Sig value of 0.003 <0.05. This indicates that the level of employee service at the Gaharu sub-regency Office significantly affects the level of community satisfaction. Sig. value for the effect of facilities (X1) and services (X2) on public satisfaction (Y) is 0.000 <0.05 or by looking at the Fhitung value is 12.124. Based on these findings, it is recommended that relevant agencies improve physical and technological facilities, provide training and development to employees to improve skills and responsibilities, and intensify the integration of technology in public services.This study aims to analyze the influence of facilities and employee services on public satisfaction at the Gaharu Sub-district Office in Medan City. A quantitative approach was employed, involving a sample of 100 respondents. Data were analyzed using multiple linear regression methods. The results indicate that both facilities and employee services have a positive and significant impact on public satisfaction. Adequate facilities contribute to increased comfort in receiving public services, while responsive, courteous, and professional employee services also play a key role in enhancing public satisfaction. Based on these findings, it is recommended that the relevant institutions improve the quality of physical infrastructure and technology, and provide continuous training for employees to deliver more effective and efficient public services.