The Effect of Service Quality Dimensions of District Office Employees on Community Satisfaction

Anisa Nova Ramadhani; Nur Achmad

Authors

Anisa Nova Ramadhani Universitas Muhammadiyah Surakarta
Nur Achmad Universitas Muhammadiyah Surakarta

Keywords:

Dimensions of Service Quality, Village Office Employees, Community Satisfaction

Abstract

The purpose of this research is to analyze the influence of service quality dimensions of sub-district office employees on community satisfaction in Sendangijo village, Selogiri District. The type of research used in the research uses quantitative methods. The population in this study were people aged 17-40 years in Sendangijo Village, Selogiri District, totaling 715 people. The sampling technique in this research is non-probability sampling. The number of samples in this study was 107 respondents. The data source for this research is primary data. The data analysis technique in this research uses the Classic Assumption Test, multiple linear regression test, and hypothesis test. The results of the research show that the reliability of sub-district office employees has a positive and significant effect on community satisfaction. The responsiveness of sub-district office employees has a positive and significant effect on community satisfaction. Assurance/guarantees held by subdistrict office employees have a positive and significant effect on community satisfaction. The empathy possessed by subdistrict office employees has a positive and significant effect on community satisfaction. Tangible/physical evidence owned by subdistrict office employees has a positive and significant effect on community satisfaction.

Downloads

Download data is not yet available.

References

Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044

Akhirin, Z., Wijaya, E., Putra, I. U., & 2023. (2023). Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Kantor Desa Padang Genting Kecamatan Seluma Selatan Zaidil. EKOMBIS REVIEW: Jurnal Ilmiah …, 11(2), 1529–1538. https://jurnal.unived.ac.id/index.php/er/article/view/4273%0Ahttps://jurnal.unived.ac.id/index.php/er/article/download/4273/3556

Balinado, J. R., Prasetyo, Y. T., Young, M. N., Persada, S. F., Miraja, B. A., & Perwira Redi, A. A. N. (2021). The effect of service quality on customer satisfaction in an automotive after-sales service. Journal of Open Innovation: Technology, Market, and Complexity, 7(2), 116. https://doi.org/10.3390/joitmc7020116

Betaubun, W. L., Moento, P. A., & Pradana, R. B. A. (2019). Community perception of the quality of administrative services on the Kelurahan Rimba Jaya office district of Merauke 2019. IOP Conference Series: Earth and Environmental Science, 343(1). https://doi.org/10.1088/1755-1315/343/1/012250

Cao, Q., Abufares, L., & Al-Qadi, I. (2022). Development of a Simulation-Based Approach for Cold In-Place Recycled Pavement Moisture-Content Prediction Using Ground-Penetrating Radar. Transportation Research Record, 2676(10), 682–694. https://doi.org/10.1177/03611981221090933

Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2). https://doi.org/10.1177/2158244020919517

Kasuma, J., Neging, P., Hassan, A., Bujang, R., Isnin, N., Nuraida, A., Darma, D. C., & Kuleh, Y. (2020). Relationship Between Client Satisfaction, Service Quality and Client Perception Towards the Effectiveness of Client Consultation Services Dio Caisar Darma Universitas Mulawarman Relationship Between Client Satisfaction, Service Quality and Client Perception Towards the Effectiveness of Client Consultation Services. International Journal of Psychosocial Rehabilitation, October, 2020. https://www.researchgate.net/publication/344506708

Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education,Inc.

Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40(July), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011

Moron, J. P., Madan, S., Cheu, J. Y., Kee, D. M. H., Cheong, L. C., Chin, R., & Garcia, A. P. M. (2022). Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A case study of Starbucks in Malaysia. International Journal of Tourism and Hospitality in Asia Pasific, 5(1), 62–74.

Ningrum, D. T. C., & Isa, M. (2023). Pengaruh Persepsi Harga, Social Media Marketing, Dan Citra Merk Terhadap Keputusan Pembelian Melalui Kepuasan Pelanggan Sebagai Variabel Mediasi (Studi …. SEIKO: Journal of Management & …, 6(2), 193–212. https://www.journal.stieamkop.ac.id/index.php/seiko/article/view/4371%0Ahttps://www.journal.stieamkop.ac.id/index.php/seiko/article/download/4371/2849

Paulus Magnus Nagus, Amirul Mustofa, & Ulul Albab. (2023). An Analysis of the Quality of Service Provided by Sayang Warga Application in the Sukolilo District Office, Surabaya. International Journal of Scientific Multidisciplinary Research, 1(8), 999–1012. https://doi.org/10.55927/ijsmr.v1i8.6025

Sekaran, & Bougie. (2017). metode penelitian bisnis. Alfabeta.

Sodiq, I. D., Samanto, H., & Pardanawati, L. S. (2022). The Influence Of Quality Of Service, Commitment And Quality Of Accounting Information Systems On Community Satisfaction (Survey in Kalikotes District, Klaten Regency). Business and Accounting Research (IJEBAR) Peer Reviewed-International Journal, 6(3), 1212–1221. https://jurnal.stie-aas.ac.id/index.php/IJEBAR

Sonani, N., & Yulia, A. (2021). the Effect of Service Quality on Public Satisfaction in the Public Administration Service. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat…|, 7(02), 128–138.

Suci Ayu Sudari, Pambreni, Y., & Hidayat, R. (2022). The Influence Of Service Quality On Community Satisfaction In The Development Of Population Administration. Neo Journal of Economy and Social Humanities, 1(4), 231–236. https://doi.org/10.56403/nejesh.v1i4.51

Sumiati, N., Setiawan, E., Wiliawan, W., Maryam, S., Saepudin, C., & Nurwahyuni. (2023). the Effect of Employee Performance on Service Quality in Central Cigugur Village, Central Cimahi District Cimahi City. Res Militaris, 13(1), 96–102.

Surapto, D. (2014). the Influence of People Satisfaction on Services Organization Public Performance of Village Districts in South of Tangerang. Journal of Management and Business, 13(2), 169–176. https://doi.org/10.24123/jmb.v13i2.243

Taan, H. (2020). The Service Quality of Population Document to Improve Community Satisfaction Index. Asia Pacific Journal of Management and Education, 3(2), 58–66. https://doi.org/10.32535/apjme.v3i2.847

Zain, M. N. A., Herdiana, D., & Riau, D. P. (2024). Analysis of the Public Services Quality at the Rinding Village Head Office, Berau Regency. JISIP (Jurnal Ilmu Sosial Dan Pendidikan), 8(1), 91. https://doi.org/10.58258/jisip.v8i1.5939