PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI MAL PELAYANAN PUBLIK (MPP) KOTA CIMAHI

  • Dina Eka Fauzia Universitas Jenderal Achmad Yani
  • Atik Rochaeni Universitas Jenderal Achmad Yani
  • Siti Munawaroh Universitas Jenderal Achmad Yani

Abstract

Based on the results of the SKM for licensing services and population administration at DPMPTSP and DISDUKCAPIL of Cimahi City, there are elements of poor service, one of which is the element of slow service completion time, so that public satisfaction is considered less suspected because government officials often delay work in providing services. This study aims to explain and analyze the effect of service quality on public satisfaction both simultaneously and partially. This study uses the theory of public service quality according to Zeithaml, et.al (1990:26) such as Reliability, Tangibles, Responsiveness, Assurance, and Empathy, as well as the theory of public satisfaction according to Hawkins and Looney (in Tjiptono, 2015:101), expected skills, interest in revisiting, and willingness to recommend. The type of mixed-method research, with a sequential explanatory method through distributing questionnaires to service recipients at MPP Cimahi City, a population of 16,293 and a sample of 100 respondents, and through non-participant observation at the research location. Data analysis techniques used descriptive analysis, classical assumption tests, multiple linear regression analysis, simultaneous and partial tests, and coefficient of determination processed using SPSS for windows ver26.00. The results of the study indicate that: Service Quality at MPP is categorized as good with a value of 4.168, and there is a significant influence both simultaneously and partially from Service Quality consisting of Reliability (X1), Tangibles (X2), Responsiveness (X3), Assurance (X4), and Community Satisfaction (X5) on Community Satisfaction at MPP Cimahi City, with a coefficient value of 0.557 or 55.7%, while the remaining 0.443 or 44.3% is influenced by other variables not examined in this study.

References

Ghozali, I. (2012). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 20. Semarang: Badan Penerbit UNDIP.
Hardiansyah. (2011). Kualitas Pelayanan Publik (Konsep, Dimensi, Indikator, dan Implementasinya). Yogyakarta: Gava Media.
Kementerian Sekretariat Negara Republik Indonesia. (2022, Maret 14). Pimpin Rapat Progres Mal Pelayanan Publik, Wapres Minta Pelayanan Kepada Masyarakat Cepat dan Bebas Korupsi. Retrieved Oktober 11, 2023, from https://www.setneg.go.id/baca/index/pimpin_rapat_progres_mal_pelayanan_publik_wapres_minta_pelayanan_kepada_masyarakat_cepat_dan_bebas_korupsi
Nuryanti, S. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Badan Penyelenggara Jaminan Sosial Kesehatan Di Rumah Sakit Umum Daerah Kabupaten Pangkep. KIMAP, hlm 67 - 634.
Ombudsman. (2022, - -). Laporan Tahunan 2022: Mengawasi Pelayanan Publik Bagi Pemulihan Yang Lebih Kuat. Dipetik Maret 7, 2023, dari Ombudsman.go.id: https://ombudsman.go.id/produk/lihat/754/SUB_LT_5a1ea951d55c4_file_20230310_165615.pdf
Pasaribu, A. T. (2021). Analisis Kepuasan Pelayanan Publik Pada Mal Pelayanan Publik Kota Batam. Skripsi, hlm 1-150.
Pasolong, H. (2010). Teori Administrasi Publik. Bandung: Alfabeta.
Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia (PERMENPAN-RB) Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik
Pungkiwati, I. G. (2018, Oktober 25). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mayarakat (Studi pada Pembayaran Pajak Bumi dan Bangunan di Badan Pelayanan Pajak Daerah Kota Malang). Diambil kembali dari http://repository.ub.ac.id/id/eprint/165533
Sugianto, J., & Sugiharto, S. (2013). Analisa Pengaruh Service Quality, Food Quality dan Price Terhadap Kepuasan Pelanggan Restoran Yung Ho Surabaya. Jurnal Manajemen Pemasaran Petra, Vol.1(No.2), hlm 4.
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta CV.
Tjiptono, F. (2015). Strategi Pemasaran. Yogyakarta: Andi.
Tjiptono, F., & Chandra, G. (2011). Service Quality Satisfaction. Yogyakarta: Andy.
Undang-Undang Dasar Negara Republik Indonesia Tahun 1945
Widodo. (2017). Metodologi Penelitian Populer dan Praktis. Depok: PT Raja Grafindo Persada.
Zeithaml, Parasuraman, & Berry. (1990). Delivering Quality Service Balancing Customer Perception And Expectation. New York: The Free Press.
Published
2024-06-30
How to Cite
Fauzia, D. E., Rochaeni, A., & Munawaroh, S. (2024). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI MAL PELAYANAN PUBLIK (MPP) KOTA CIMAHI. Caraka Prabu : Jurnal Ilmu Pemerintahan, 8(1), 127-152. https://doi.org/https://doi.org/10.36859/jcp.v8i1.2249