Abstract
The purpose of this research is to determine the effect of service quality on the satisfaction of service recipients in the population and civil registration services of religious districts. The quality of this service is measured using five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The research sample was 100 service recipients using the Wibisono formula taken using accidental sampling technique. The data collection technique is by using a questionnaire. The research instrument test used validity and reliability tests. At the data analysis stage, descriptive analysis and inductive analysis were carried out. Inductive analysis, namely normality test, multicollinearity test, heteroscedasticity test, and multiple regression analysis. Hypothesis testing used the F test, t test, and test the coefficient of determination (R2). The results showed that the five variables of service quality simultaneously affect the satisfaction of service recipients, and the msost influential variable is assurance.Keywords : tangibles, reliability, responsiveness, assurance, empathy, and service recipient satisfaction
Highlights
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The results showed that the five variables of service quality simultaneously affect the satisfaction of service recipients, and the msost influential variable is assurance
Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada PDAM Tirta Nciho Sidikalang)
Summary
Jenis penelitian yang digunakan pada penelitian ini adalah penelitian kausatif. Menurut Emzir (2010:119) penelitian kausatif adalah penyelidikan empiris yang sistematis di mana peneliti tidak mengendalikan variabel bebas secara langsung karena variabel tersebut pada dasarnya tidak dapat dimanipulasi. Populasi penelitian ini adalah penerima layanan di Dukcapil Kab. Agam. Sampel penelitian yang digunakan sebanyak 100 penerima layanan. 499 Kualitas Pelayanan Terhadap Kepuasan Penerima Layanan Di Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Agam dengan menggunakan rumus Wibisono yang diambil menggunakan teknik accidental sampling. Menurut Sugiyono (2013) accidental sampling adalah mengambil responden sebagai sampel berdasarkan siapa saja yang secara kebetulan bertemu dengan peneliti, dan orang yang ditemui cocok dijadikan sebagai sebagai sumber data. Terlebih dahulu dilakukan uji instrument penelitian dengan menggunakan uji validitas dan uji reliabilitas. Teknik analisa data yang digunakan adalah analisis deskriptif dan analisis induktif. Uji hipotesis menggunakan uji F, uji t, dan uji koefisien determinasi (R2)
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