PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PENGGUNA INTERNET DINAS KOMUNIKASI DAN INFORMATIKA LUWU TIMUR

Abstract

Darwin HD. 2021. The Effect of Service Quality on the Satisfaction Level of Internet Users in the Communication and Information Technology Office of East Luwu, supervised by Sylvia and Andi Ririn Oktaviani. This research aims to analyze the effect of service quality (tangibles, empathy, and reliability, responsiveness, assurance, and network quality) on the level of satisfaction of Internet users in the Communication and Informatics Office of East Luwu. The research approach uses quantitative methods with multiple linear regression data analysis methods. The research was conducted at 28 Regional Apparatus Organizations in East Luwu Regency. When the research was conducted starting February 2021, with a total sample of 84 people. The results of this study indicate that (1) Tangibles, Empathy, Reliability, and Responsiveness have a positive but insignificant effect on the satisfaction level of internet users from the Communication and Informatics Office of East Luwu Regency (2) Assurance and Network Quality have a significant effect on the satisfaction level of internet users from the Office Communication and Informatics in East Luwu Regency (3) Service quality tangibles, empathy, reliability, responsiveness, assurance, and network quality simultaneously influence the satisfaction level of internet users from the Communication and Informatics Office of East Luwu Regency.