FEBRIANTO, WAHYU (2021) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PENGGUNA MAL PELAYANAN PUBLIK KABUPATEN SIDOARJO. Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.
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Abstract
This research aims to empirically examine the effect of service quality on the satisfaction of the users of the Sidoarjo Regency Public Service Mall. The problem is focused on the quality of services contained in the Public Service Mall of Sidoarjo Regency. In order to approach this problem, the theory from Zeithaml, Berry, and Parasuraman is used regarding 5 (five) service quality indicators, namely: tangible, reliability, responsiveness, assurance, and empathy which are analyzed quantitatively. The data analysis technique applied in this study used instrument validity and reliability tests, variable descriptive statistical analysis test, inferential statistical analysis test, simple linear regression analysis test, coefficient of determination test (R2 ), t statistical test. The population in this study were all users of the Public Service Mall of Sidoarjo Regency with a sample of 100 service users. Sampling was done by using incidental sampling technique. The data collection technique is done by using a questionnaire. The results of this study indicate the effect of service quality on community satisfaction using the Public Service Mall of Sidoarjo Regency resulting in a significance value of 0.000 and this value is smaller than 0.05. These results show that service quality has a significant positive effect on community satisfaction, which makes Ha accepted and Ho rejected. The results also show the R Square value of 0.574 or 57.40%. This explains the contribution of service quality to the variable of community satisfaction is worth 57.40%. While the rest of the calculation is worth 42.60% due to the influence of other factors that are not included in this study. Keywords: service quality; community satisfaction; public service mall.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Mujari Mujari | ||||||||
| Date Deposited: | 04 Apr 2022 06:55 | ||||||||
| Last Modified: | 04 Apr 2022 06:55 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/5641 |
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