ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN MASYARAKAT PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KAB. PANGKAJENNE DAN KEPULAUAN

Abstract

Masnita. 2021. Analysis of the Effect of Service Quality on the Level of Community Satisfaction at the Department of Population and Civil Registration of Kab. Pangkajene Islands, supervised by Muhammad Idris and Maryadi. This study aims to determine and analyze the effect of reliability, responsiveness, assurance, empathy, tangible, on community satisfaction in the Birth Certificate Division of the Population and Civil Registration Office of Pangkajene and Islands Regencies. This study approach uses survey research. The research was conducted at the Department of Population and Civil Registration. When the research was conducted from February 2021 to March 2021. Research population. The population of people who have received services in the field of birth certificates at the Office of Population and Civil Registration of Pangkajenne and Kepulauan Regency. The number of samples of 100 respondents, the determination of respondents using Proportionate Stratified Random Sampling. The results of the analysis calculated using SSS were obtained from the results of the t test with a significant level of 0.836> 0.05 and the t value of 0.208 <t table 1.98552, which means that there is no partially significant effect on reliability on community satisfaction, responsiveness with a significant level of 0.002 <0.05 and the t value of 3.155> t table 1.98552, which means that there is a partially significant influence on the responsiveness variable on community satisfaction, assurance with a significant level of 0.257> 0.05 and the t value of 1.140 <t table 1.98552 which means that there is no partially significant effect. on variable assurance on community satisfaction, empthy with a significant level of 0.468> 0.05 and the value of t count 0.729 <t table 1.98552 means that there is no partially significant effect on variable empathy (x4) on community satisfaction, tangible with a significance level of 0.000 <0.05 and value tcount 4.601> t table 1.98552, which means that there is a partially significant effect on tangible variables on community satisfaction. As for the results of calculations using SPSs obtained from the results of the f test with a significant level of 0.000 <0.05 and f counting 33.995> f table 2.31 which means that there is a simultaneous influence and has a positive direction of relationship from x1, x2, x3, x4, x5 to y