PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN MASAYARAKAT DI KANTOR KECAMATAN KENJERAN SURABAYA

Abstract

Public service is one of the important tasks that can not be ignored by the local
government. As an institution, the public service Kenjeran District of Surabaya ensure the
sustainability of the State administration involving policy development and resource
management services that come from and to the public interest or the public. The purpose
in this study to determine the effect of service quality to satisfaction of the people in the
District Office Kenjeran Surabaya. The data used in this study are primary data (from the
questionnaire) with samples taken 100 people. While the analytical techniques used is by
using multiple linear regression. The test results showed the influence of variables
simultaneously consists of physical evidence, reliability, responsiveness, assurance and
empathy affect the satisfaction of the people in the District Office Kenjeran Surabaya.
These results are supported by the acquisition of the correlation coefficient of 71.5% was
obtained, indicating that the correlation or relationship between these variables to the
satisfaction of the people have a close relationship. Partial test results show the variable
quality of service consisting of variable physical evidence, reliability, responsiveness,
assurance and empathy positive and significant impact on the satisfaction of the people in
the District Office Kenjeran Surabaya. Sedagnkan variables that have a dominant influence
on people's satisfaction at the District Office Kenjeran Surabaya is responsiveness by
having the partial determination coefficient than other variables.
Keywords: Physical Evidence, Reliability, Responsiveness, Assurance, Empathy and
Community Satisfaction