Analisis Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat (Studi Empirik : Kelurahan Bendungan Semarang)

Abstract

Based on the discussion, the result is a hypothesis test of physical evidence on community satisfaction with a t count = 2.300 > t table = 1.658 with a significance number = 0.024 <  = 0.05 (significant), thus the hypothesis (H1) that physical evidence positive effect on community satisfaction is proven. Test the reliability hypothesis on community satisfaction with t count = 1.298  = 0.05 (not significant), thus the hypothesis (H2) that reliability does not have a positive effect on community satisfaction is not proven . Test the responsiveness hypothesis on community satisfaction with t count = 2.897 > t table = 1.658 with a significance number = 0.005 t table = 1.658 with a significance number = 0.086 >  = 0.05 (not significant), thus the hypothesis (H4) that guarantees have an insignificant positive effect on community satisfaction is not proven. Test the hypothesis of attention to community satisfaction with t count = 2.266 > t table = 1.658 with a significance number = 0.026 <  = 0.05 (significant), thus the hypothesis (H5) that attention has a positive effect on community satisfaction is proven.