Analisis Pengaruh Kualitas Pelayanan Pembuatan E-KTP Terhadap Kepuasan Masyarakat (Studi di Dinas Kependudukan Dan Catatan Sipil Kabupaten Blitar)

Kumala, Nofa Irma Kumala (2018) Analisis Pengaruh Kualitas Pelayanan Pembuatan E-KTP Terhadap Kepuasan Masyarakat (Studi di Dinas Kependudukan Dan Catatan Sipil Kabupaten Blitar). Sarjana thesis, Universitas Brawijaya.

Abstract

Kualitas pelayanan ini menekankan orientasi pada pemenuhan akan kebutuhan masyarakat maka kepuasan masyarakat merupakan factor utama yang harus diperhatikan oleh penyedia pelayanan sehingga memiliki nilai yang lebih dan berkaitan erat dengan bukti fisik, reliabilitas, daya tanggap, jaminan, empati.. Dalam penelitian ini, kualitas pelayanan menjadi fokus utama dalam upaya untuk pengaruh terhadap kepuasan masyarakat. Penelitian ini menggunakan pendekatan kuantitatif dengan prosedur pengumpulan data survey. Lokasi penelitian dilakukan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Blitar. Skala pengukuran yang digunakan dalam penelitian ini adalah skala likert. Metode penemuan jumlah populasi yaitu menggunakan rumus pengambilan sampel apabila populasi tidak diketahui sehingga didapatkan 96 responden. Data yang digunakan dalam penelitian ini adalah data primer melalui kuesioner. Uji yang digunakan ada uji validitas, uji reliabilitas, uji asumsi klasik meliputi uji normalitas, uji heterodeksitas, uji multikolinieritas, uji autokorelasi, uji regresi linier berganda meliputi, persamaan regresi,koefisien determinasi (R2), uji parsial (t), uji simultan/serampak (F). Hipotesis yang diajukan adalah adanya pengaruh kualitas pelayanan terhadap kepuasan masyarakat. Berdasarkan hasil penelitian dan pembahasan terhadap data yang ada, pengujian secara simultan memberikan kesimpulan bahwa dari kelima variabel diantaranya bukti fisik (X1), reliabilitas/ keandalan (X2), responsivitas/daya tanggap (X3), jaminan (X4), empati (X5) berpengaruh secara signifikan kepuasan masyarakat. Dari uji diperoleh hasil adjusted R 2 sebesar 0,672 yang artinya 67,2% bahwa variabel Kepuasan Masyarakat akan dipengaruhi oleh variabel bebasnya, yaitu Bukti Fisik (X1), Reliabilitas (X2), Daya Tanggap (X3), Jaminan (X4), Empati (X5). Sedangkan sisanya 32,8% variabel Kepuasan Masyarakat akan dipengaruhi oleh variabel-variabel yang lain yang tidak dibahas dalam penelitian ini.

English Abstract

The quality of this service emphasizes the orientation on the fulfillment of the needs of the community then the public satisfaction is the main factor that must be considered by the service provider which created a dynamic relationship between users and providers of good services, human, process and others so have more value and closely related to tangible, reliability, responsiveness, assurance, empathy. In this research, the quality of service becomes the main focus in the effort to influence to the satisfaction of society. This research uses quantitative approach with survey data collection procedure. The location of the research was conducted at the Dinas kependudukan Dan Catatan Sipil Kabupaten Blitar. The measurement scale used in this research is Likert scale. The method of population discovery is using the sampling formula if the population is not known to get 96 respondents. The data used in this study is the primary data through questionnaires. The test used is validity test, reliability test, classical assumption test include normality test, heterodexity test, multicollinearity test, autocorrelation test, multiple linear regression test include, regression equation, coefficient of determination (R2), partial test (t), simultaneous test (F). The hypothesis proposed is the influence of quality of service to the satisfaction of society. Based on the results of research and discussion of existing data, the test simultaneously concludes that of the five variables such as tangible (X1), reliability(X2), responsiveness (X3), assurance (X4), empathy (X5) significantly influencing community satisfaction. From the test, the result of adjusted R is 0,672 which means 67,2% that Satisfaction variable of society will be influenced by independent variable, that is Physical Evidence (X1), Reliability (X2), Power Response (X3), Warranty (X4), Empathy (X5) ). While the remaining 32.8% variable Satisfaction Society will be influenced by other variables that are not discussed in this study

Item Type: Thesis (Sarjana)
Identification Number: SKR/FIA/2018/650/051808520
Uncontrolled Keywords: Kualitas pelayanan (Bukti Fisik (X1), Reliabilitas (X2), Daya Tanggap (X3), Jaminan (X4), Empati (X5), Kepuasan Masyarakat.-Quality of service[(tangible (X1), reliability(X2), responsiveness (X3), assurance (X4), empathy (X5)], public satisfaction.
Subjects: 300 Social sciences > 352 General considerations of public administration > 352.6 Personnel management (Human resource management) > 352.63 Civil service system
Divisions: Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara
Depositing User: soegeng sugeng
Date Deposited: 27 Mar 2019 07:20
Last Modified: 25 Oct 2021 06:51
URI: http://repository.ub.ac.id/id/eprint/162265
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