The Effect Of The Quality Of Administrative Services On Community Satisfaction At The Office Of The Regional Disaster Management Agency Of South Sulawesi Province, Makassar City

Abstract

This study aims to determine the influence of administrative service quality on public satisfaction at the Regional Disaster Management Agency Office (BPBD) of South Sulawesi Province, Makassar City. The type of research used is quantitative research with an associative approach. The research sample amounted to 70 respondents obtained by purposive sampling technique. Data were collected through; observation, questionnaire distribution, documentation which were then analyzed using validity tests, reliability tests, simple correlations, coefficient of determination (R²) tests, and F tests (simultaneous) with the help of the SPSS program. The results showed that the quality of administrative services has a positive relationship with public satisfaction, indicated by a correlation coefficient value of 0.449 which is in the moderate category. The partial test yielded a t-value of 4.148 with a significance level of 0.000 < 0.05, indicating that the quality of administrative services has a positive and significant effect on public satisfaction. Furthermore, the coefficient of determination test results indicate that the quality of administrative services contributes 20.2% to public satisfaction, while the remaining 79.8% is influenced by other factors not examined in this study, such as infrastructure, employee professionalism, and the public service system.