Januar, Ilham Akbar and Dr. Ir. Nur Prima Waluyowati,, MM. (2021) Pengaruh Dimensi Kualitas Pelayanan Publik Terhadap Kepuasan Konsumen Kantor Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Jember. Sarjana thesis, Universitas Brawijaya.
Abstract
Pelayanan publik dapat dipahami sebagai segala bentuk jasa pelayanan baik dalam bentuk barang publik maupun jasa publik yang pada prinsipnya merupakan tugas dan kewajiban pemerintah yang harus dilaksanakan dan diwujudkan. Pelayanan Publik merupakan tugas pokok dan kewajiban pemerintah yang harus dilaksanakan dan diwujudkan. Penelitian ini bertujuan untuk mengetahui pengaruh Dimensi Kualitas Pelayanan Publik terhadap Kepuasan Konsumen Kantor Dinas Kependudukan dan Pencatatan Sipil Kabupaten Jember. Pengaruh yang ingin diketahui adalah apakah ada pengaruh dan seberapa besar pengaruh variabel Dimensi Kualitas Pelayanan Publik yaitu Tangibels, Responsiveness, Reliability, Assurance, dan Emphaty melalui pengujian hipotesis. Penelitian ini menggunakan sampel sebanyak 125 responden. Pengambilan sampel menggunakan teknik Sampling Insidental yaitu siapa saja masayarakat Jember yang secara kebetulan atau insidental bertemu dengan peneliti di Kantor Dinas Kependudukan dan Pencatatan Sipil Kabupaten Jember. Alat uji yang digunakan adalah uji validitas data, uji reliabilitas data, dan menggunakan alat analisis regresi linear berganda. Dari hasil analisis dapat disimpulkan bahwa variabel Dimensi Kualitas Pelayanan Publik berpengaruh secara simultan terhadap Kepuasan Konsumen dan Tangibels, Reliability, Assurance berpengaruh signifikan terhadap Kepuasan Konsumen, sedangkan variabel Responsiveness dan Emphaty tidak berpengaruh terhadap Kepuasan Konsumen
English Abstract
Public services can be understood as all forms of services, both in the form of public goods and public services, which in principle are government duties and obligations that must be implemented and realized. Public services are the main tasks and obligations of the government that must be implemented and realized. This study aims to determine the effect of the Dimensions of Public Service Quality on Consumer Satisfaction at the Jember Regency Population and Civil Registration Office. The effect that we want to know is whether there is an influence and how much influence the variables of the Dimensions of Public Service Quality, namely Tangibels, Responsiveness, Reliability, Assurance, and Empathy are through hypothesis testing. This study used a sample of 125 respondents. Sampling used the Incidental Sampling technique, namely anyone from the Jember community who coincidentally or incidentally met with researchers at the Jember Regency Population and Civil Registration Office. The test tools used are data validity tests, data reliability tests, and multiple linear regression analysis tools. From the results of the analysis, it can be concluded that the variables of the Dimensions of Public Service Quality have a simultaneous effect on Consumer Satisfaction and Tangibels, Reliability, Assurance have a significant effect on Consumer Satisfaction, while the Responsiveness and Empathy variables have no effect on Consumer Satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0521020361 |
| Uncontrolled Keywords: | Kunci: Tangibels, Responsiveness, Reliability, Assurance, Emphaty, Kepuasan Konsumen, angible, responsiveness, reliability, assurance, empathy, consumer satisfaction |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 15 Jun 2022 03:48 |
| Last Modified: | 15 Jun 2022 03:48 |
| URI: | http://repository.ub.ac.id/id/eprint/191180 |
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