Pengaruh Kualitas Pelayanan Publik dan Citra Kelurahan terhadap Kepuasan Masyarakat di Kantor Kelurahan Bantargebang

Yolanda, Rizky (2023) Pengaruh Kualitas Pelayanan Publik dan Citra Kelurahan terhadap Kepuasan Masyarakat di Kantor Kelurahan Bantargebang. Sarjana (S1) thesis, STIE Tri Bhakti.

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Abstract

This study aims to examine the effect of the quality of public services and the image of the village on community satisfaction at the Bantargebang village office. The influence of the two independent variables was tested both partially and simultaneously on community satisfaction by taking the respondent's location at the Bantargebang village office. This research uses quantitative research methods. The population in this study were people who visited the Bantargebang village office, totaling 167 people. The sample in this study was the public who were present on October 1–December 31, 2022, with the sampling technique using a purposive sampling technique. The data collection technique used was a questionnaire. The data analysis technique uses multiple linear regression analysis techniques. From the research results, the following conclusions are obtained: (1) Service quality has no positive effect on community satisfaction, as indicated by the regression coefficient (b1) of 0.30, the t-count value of 0.376, and the significance value of 0.708 > 0.05. (2) The village image has a positive effect on community satisfaction, as indicated by the regression coefficient (b2) of 0.579, the t-count value of 7,998, and a significance value of 0.000 <0.05. (3) service quality and urban village image simultaneously have a positive effect on community satisfaction, as indicated by the calculated F value of 38,141, a significance value of 0.000 <0.05, and an R-Square value of 0.317, or 31.7%, meaning that community satisfaction is influenced by service quality and village image, while the remaining 68.7% is influenced by other factors outside or not included in this study and is expected to be examined by future researchers.

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