Analisis Pengaruh Kualitas Pelayanan Publik terhadap Kepuasan Masyarakat (Studi Tentang Pelayanan Perekaman Kartu Tanda Penduduk Elektronik (E-KTP) di Kota Depok)

摘要

: Analysis the influence of Public Service Quality to Society Satisfaction. This research aims to know the influence of service quality of e-KTP to society satisfaction in Depok and to determine sub variable from quality service that the most influence society satisfaction. The samples taken are 100 peoples from all of this population 1.020.002 peoples by Slovin formula. The research results showed that the quality service have a positive influence in society satisfaction in 0,758 with a significant level of 95%. That means that 75,8% of society satisfaction who received the service of e-KTP data recording in Depok can be influenced by some sub variabels such as tangiblies, reliability, responsiveness, assurance, and empathy and the remainder of 24,2% are influence by other independent variable that have not been shown in this research, the most influence in satisfying the society who received the service e-KTP data recording is reliability with regression coefficient of 0,867.