PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA DINAS KEPENDUDUKAN DAN CATATAN SIPIL KABUPATEN MAROS

Abstract

ABSTRACT

The aim of the research is to determine whether there is an influence, significance and magnitude of the influence of service quality on community satisfaction at the Maros Regency Population and Civil Registry Office. The research method is quantitative with data collection techniques through observation, library research, questionnaires, documentation. The data obtained was processed using the SPSS application with simple linear regression analysis techniques, with a sample of 100 respondents at the Population and Civil Registration Service of Maros Regency. The results of the research conclude: (1) Testing the influence of service quality on community satisfaction shows that the coefficient value is minus so that the regression equation is Y = 59.106 – 0.344 = 58.762, so service quality is stated to have a negative effect on community satisfaction (2) Testing the significant influence of service quality on community satisfaction shows the t-count value of -2.914 which is smaller than the t-table value of 0.194 and the significance value is greater than the alpha value (0.050 > 0.05). It is concluded that there is no significant influence of service quality variables on community satisfaction (3) Testing how big the influence is. Service quality on community satisfaction shows a test value (R2) of 8.1%, the rest is influenced by other variables not studied.