Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Masyarakat di Kota Kendari

Abstract

Services are economic activities that involve interactions between consumers or property, but ownership of these goods does not move. Services are basically individual or group activities offered to consumers to use their services that are intangible and cannot be owned. Guarantee is the activity of providing guarantees by the guarantor for the fulfillment of guaranteed financial needs or obligations to the guarantee recipient. A guarantee company is a legal entity engaged in finance with the main business activity of providing guarantees. One of the guarantee companies, namely PT. Indonesian Credit Guarantee or PT. JAMKRINDO. Researchers feel interested and want to know the services provided by the guarantee company to the satisfaction of the Kendari city community, especially the service users of PT. JAMKRINDO Kendari Branch. The purpose of this study was to determine the quality of service on the level of satisfaction of the Kendari city community who used the services of PT. JAMKRINDO Kendari Branch. This research uses descriptive quantitative research. The technique used to collect data in this study was by distributing questionnaires given to a sample of the population of service users of PT. JAMKRINDO Kendari Branch. The research method used in this study is multiple linear regression analysis with the help of IBM SPSS 25 software. The results of this study are (1) the quality of service partially has a significant influence on community satisfaction which consists of indicators, namely physical evidence, reliability, responsiveness, assurance, and empathy. It is known by the results of the t-test, namely the indicator has a value of Tcount > Ttable (2) The quality of service simultaneously has a significant influence on community satisfaction. It is known from the F test which has the value of influencing people's satisfaction. Service quality has a significant influence on community satisfaction of 69.9%.