PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PUBLIK DALAM PEMBUATAN SURAT IZIN MENGEMUDI (SIM) DI KEPOLISIAN RESORT KUTAI BARAT TAHUN 2016

Isabella Amelia Handayani Putri

Abstract


The population in this study is the West Kutai people who took care of making a driver's license (SIM) at the Police Resort Kutai Barat using slovin formula, the importance of the sample in this study were 94 respondents. Mechanical Sampling in this study conducted by accidental sampling technique. Methods of data collection using questionnaires and documentation. The analysis technique used is multiple regression.  Results of analysis using SPSS version 14 indicates that: Fifth variable reliability, responsiveness, assurance, empathy, tangible simultaneously significant effect on people's satisfaction test results Fhitung 7.552 with a significance level of 0.000, using a significance value of 0.000 for significance value <0, 05. Tangible (physical form) the dominant influence on satisfaction of the people in the manufacture of SIM (Manes's license) in Kutai Barat district police. Reliability (reliability) significant negative effect on people's satisfaction in the manufacture of SIM (Manes's license) in Kutai Barat district police

Keywords


Quality of Service and Community Satisfaction

Full Text:

Untitled

References


Awat, Napa J. 1990. Metode Peramalan Kuantitatif. Yogyakarta: LIBERTY YOGYAKARTA

Bambang & Lina Miftahul Jannah. 2012. Metode Penelitian Kuantitatif. Jakarta: PT. RajaGrafindo Persada.

Ellitan, Lena dan Anatan, Lina. 2008. Manajemen Operasi. Bandung:Refika Aditama

Djoko, subroto & Zulian Zamit. Pengaruh Kinerja Pelayanan Aparatur Kepolisian Terhadap Kepuasan Masyarakat (Studi Kasus Pada Bagian Pengurusan Surat Ijin Mengemudi (Sim) Di Wilayah Kerja Kepolisian Republik Indonesia Resort Sleman Polda Daerah Istimewa Yogyakarta). Vol. 7 No. 1, 2004. Jurnal Manajemen Dan Bisnis

Lupyoadi,Rambat. 2001. Manajemen pemasaran jasa : teori dan praktik. Jakarta : PT. Salemba Emban Patria

Sarjono,Haryadi & Winda Julianita. 2011. SPPSS vs LISREL : Sebuah Pengantar, Aplikasi Untuk Riset. Jakarta : Salemba Empat




DOI: https://doi.org/10.31293/ekm.v7i3.3598

Refbacks

  • There are currently no refbacks.