ANALISIS PENGARUH KUALITAS PELAYANAN KANTOR KELURAHAN TERHADAP KEPUASAN MASYARAKAT KELURAHAN JAGALAN KECAMATAN JEBRES KOTA SURAKARTA

Abstract

The purpose of this study is to determine the influence of service quality of Jagalan village officials and community satisfaction levels of public satisfaction. The data used are primary data collected by giving questioner to the respondent. Technique of data analysis used is multiple linear regression, t, f, test the suitability of the model and analysis of reliability and assurance. The results showed that the response force, physical evidence, credibility and empathy have positive and significant impact on public satisfaction either partially or simultaneously. The most dominant variable is Empathy. This analysis shows that the public of Jagalan satisfied with the services provided by village officials.

 
Keywords: responsiveness, physical evidence, credibility, empathy, service quality