PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DI DESA SUNGAI DURI DUA KECAMATAN SUNGAI KUNYIT KABUPATEN MEMPAWAH

Nadia, Nadia (2022) PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DI DESA SUNGAI DURI DUA KECAMATAN SUNGAI KUNYIT KABUPATEN MEMPAWAH. Skripsi thesis, Universitas Tanjungpura.

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Abstract

Penulisan skripsi ini bertujuan untuk menguji pengaruh kualitas pelayanan publik terhadap kepuasan masyarakat di Desa Sungai Duri Dua Kecamatan Sungai Kunyit Kabupaten Mempawah. Penelitian ini menggunakan pendekatan kuantitatif dengan jenis penelitian eksplanatori. Tehnik analisis data pada penelitian ini dilakukan menggunakan IBM SPSS 24 melalui uji regresi linier sederhana dengan jumlah sampel sebanyak 35 orang yang pernah melakukan pelayanan pembuatan Surat Keterangan Tidak Mampu (SKTM). Berdasarkan hasil olah data menggunakan IBM SPSS 24 menunjukkan hasil uji t (parsial) yang diketahui nilai thitung (8,686)>ttabel (2,035) dan nilai signifikansi 0,000<0,05 sehingga variabel bebas secara parsial memiliki pengaruh yang signifikan terhadap tingkat kepuasan masyarakat. Berdasarkan perhitungan koefisien determinasi kualitas pelayanan publik mempengaruhi kepuasan masyarakat sebesar 69,6 % dan sisanya sebesar 30,4 % dipengaruhi oleh faktor lain. Peneliti menyarankan agar aparatur lebih meningkatkan lagi kualitas pelayanan publik yang akan diberikan kepada masyarakat agar kepuasan masyarakat juga meningkat. This study aimed to test the impact of the public service quality on community satisfaction in Sungai Duri Dua Village, Sungai Kunyit District, Mempawah Regency. This study used the qualitative approach with an explanatory research design. The technique of data analysis in this study was using the IBM SPSS 24 through the simple linear regression test with a sample of 35 people who had done the service of making a Certificate of Insolvency (SKTM). Based on the results of data processing using IBM SPSS 24, the results of the t-test (partial) were known to have a tcount value (8.686)>ttable (2.035) and a significance value of 0.000 <0.05 so the independent variable partially had a significant impact on the level of community satisfaction. Based on the calculation of the coefficient of determination of the public service quality affected public satisfaction by 69.6% and the remaining 30.4% was influenced by other factors. The researcher suggests that the apparatus further improves the quality of public services that will be provided to the community so that community satisfaction also increases. Keywords : Public Service Quality; Community Satisfaction; Certificate of Insolvency (SKTM)

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