PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA KANTOR KECAMATAN BACUKIKI KOTA PAREPARE

Abstract

Mariani Manri. 2021. The Effect of Service Quality toward Community Satisfaction at the Bacukiki District Office, Parepare City, supervised by Maryadi and Deddy Rahwandi. This study aims to determine and analyze (1) the effect of service quality toward community satisfaction at the Bacukiki sub-district office, Parepare City. This study approach used a survey study conducted at the Bacukiki District Office, Parepare City in December 2020. The population was 60 people in the Bacukiki District, Parepare City. The sample selection in this study was applied using a non-propability sampling technique with a type of accidental sampling in which the sampling technique was based on the spontaneity factor, meaning that anyone who accidentally met the researcher and according to the characteristics, namely the people who are customers of the Bacukiki District Office. Then that person can be used the sample was targeted to be 60 people. The results show that (1) Tangible, Reliability, Responsiveness, and Assurance have no partially significant effect on Community Satisfaction at the Bacukiki District Office, while Empathy has a significant effect on community satisfaction (2) empathy is the most dominant variable that affects the Service Quality on community satisfaction at the Bacukiki District office in Parepare City with a Beta Coefficient of 0.414.