Abstract
This study aims to determine the relationship of service quality to the satisfaction of recipients of population administration services at the Population and Civil Registry Office of Tanah Datar District. Measurement of service quality dimensions using five dimensions of service quality consisting of dimensions of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy). This type of research is a quantitative study with a correlational method using SPSS version 22. The population of this study is the population receiving population administration services in Dukcapil Tanah Datar District, a population of 82,286 people with a sample of 100 people taken using the Slovin formula using accidental sampling techniques. The research data is primary data, the data collection technique in this study is to use a questionnaire prepared using a Likert scale whose scores are 1-5. To ensure that the instruments used in the study are validity and reliability tests. Data were analyzed by descriptive and inductive analysis using normality test, linearity test, hypothesis testing using multiple correlation test, person correlation test, and the coefficient of determination test with α = 0.05. The results of this study show that the five service quality variables have a positive and significant relationship to the satisfaction of recipients of population administration services, namely the dimensions of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). Keyword: kualitas pelayanan, bukti fisik (tangibility), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (emphaty), dan kepuasan masyarakat penerima layanan.
Highlights
PENDAHULUAN Kepuasan adalah bagian dari perasaan seseorang yang berasal dari suatu hal yang telah didapatkan melalui perbandingan kesenangan terhadap aktivitas dan suatu layanan produk dengan harapan yaitu kepercayaan dan kepuasan
This study aims to determine the relationship of service quality to the satisfaction of recipients of population administration services at the Population and Civil Registry Office of Tanah Datar District
Measurement of service quality dimensions using five dimensions of service quality consisting of dimensions of physical evidence, reliability, responsiveness, assurance, empathy
Summary
Dari tabel 1 dapat disimpulkan bahwa pengurusan e-KTP yang belum terealisasi sebanyak 89%, sedangkan akte kelahiran yang belum terealisasi sebanyak 74%. Untuk mengetahui hubungan kualitas pelayanan yaitu keandalan, daya tanggap, jaminan, bukti fisik dan empati terhadap kepuasan penerima layanan administrasi kependudukan di Dinas Kependudukan dan Pencatatan sipil Kabupaten Tanah Datar. Research) melihat hubungan antara dua variabel yaitu kualitas pelayanan yang terdiri dari bukti fisik (Tangibles), keandalan (Reliability), daya tanggap (Responsiviness),jaminan (Assurance), dan empati (Empathy) sebagai variabel bebas (X) dan kepuasan penerima layanan administrasi sebagai variabel terikat (Y). Pada tahap analisa data hubungan kualitas pelayanan terhadap kepuasan penerima layanan administrasi kependudukan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Tanah Datar dilakukan analisis deskriptif, dan analisis induktif. > 0,05 (X3), 0,624 > 0,05 (X4), 0,287 > 0,05 (X5) maka dapat dijelaskan bahwa terdapat hubungan yang linear antara bukti fisik (tangibility), keandalan (reliability), Daya Tanggap (responsiveness), jaminan (Assurance), dan Empati (Emphaty) dengan kepuasan penerima layanan administrasi kependudukan di Dukcapil Kabupaten Tanah
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