: Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Bagian Pelayanan Pembuatan Kartu Tanda Penduduk Elektronik (E-KTP) Pada Kantor Kelurahan Duren Sawit Jakarta Timur

research
  • 21 Apr
  • 2020

: Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Bagian Pelayanan Pembuatan Kartu Tanda Penduduk Elektronik (E-KTP) Pada Kantor Kelurahan Duren Sawit Jakarta Timur

Kantor Kelurahan Duren Sawit is part of a government organization which is one of its main activities is to provide administrative services to the community in its scope. Administrative services are the government's efforts to serve and fulfill the basic needs of its citizens through the creation of various forms of official documents such as Electronic Identity Cards (E-KTP). To find out the public's response to the Quality of Service for the manufacture of Electronic Identity Cards (E-KTP) in the Electronic Identity Card Making Services Section (E-KTP) at Kantor Kelurahan Duren Sawit, the authors conducted two quantitative research studies through the method of distributing questionnaires to 100 respondents . Of the 100 respondents collected, only 30 respondents responded. The author uses calculations using SPSS 24.0 in the correlation coefficient and determination test, as well as the regression equation test. Based on the correlation coefficient test it is known that there is a strong relationship between the Quality of Service and Community Satisfaction with a value of 0.733. Based on the coefficient of determination shows the value of 0.583, meaning 58.3% of community satisfaction is influenced by service quality and 41.7% is influenced by other factors. Based on the regression equation test, there is a line equation Y = 7.474 + 0.761 X, which shows that there is a positive influence between the Quality of Service on Community Satisfaction so that Service Quality must be improved to the maximum extent so that Community Satisfaction also increases.

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