ANALISIS PENGARUH KUALITAS PELAYANAN DI MASA PANDEMI COVID-19 TERHADAP TINGKAT KEPUASAN MASYARAKAT PADA KANTOR KELURAHAN BONTO KIO KECAMATAN MINASATENE KABUPATEN PANGKAJENE DAN KEPULAUAN

Abstract

Tenri Awaru Anwar. The Effect of Service Quality during The Covid-19 Pandemic on Public Satisfaction Level in Bonto Kio Sub-District, Minasatene District, Pangkajene and Islands Regency. Maryadi and Muhammad Hidayat. The Covid-19 pandemic caused the government to see the need to issue policies that limit community gatherings. The pandemic affected various aspects of society, including the public services provided by the sub-district office. This study aims to determine the effect of service quality as measured through Tangible, Reliability, Responsiveness, Assurance, Empathy variables on the level of community satisfaction during the pandemic, both separately, simultaneously and identifying dominant factors. The research was conducted at the Bonto Kio Sub-district Office, Minasatene District, Pangkajene Islands Regency on January to February 2021. The population of this study was the people who visited the Village Office during the study period. The research sample used incidental sampling so that 92 respondents were collected. Data analysis used multiple linear regression models to test the proposed hypothesis. The results of statistical analysis conclude that the Tangible, Reliability, Responsiveness, Assurance, Empathy variables have a significant effect partially and simultaneously on community satisfaction with a positive relationship direction. The accuracy of the research model reached 96.7%. The dominant factor found in the research location is Tangible or physical appearance.