Analisis Kualitas Pelayanan Terhadap Kepuasan Publik (Public Satisfaction) Studi Kasus : Pelayanan Pengurusan Surat Keterangan Catatan Kepolisian (SKCK) Pada Polisi Resor Kabupaten Pelalawan

Indah Fitriansyah, Waheni (2022) Analisis Kualitas Pelayanan Terhadap Kepuasan Publik (Public Satisfaction) Studi Kasus : Pelayanan Pengurusan Surat Keterangan Catatan Kepolisian (SKCK) Pada Polisi Resor Kabupaten Pelalawan. Masters thesis, Universitas Islam Riau.

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Abstract

The purpose of this study was to analyze the quality of service to public satisfaction (PUBLIC SATISFACTION): Case Study of Police Record Certificate Management Services (SKCK) at the Pelalawan District Police. This type of research is a quantitative approach where the variables are measured using a Likert scale through data collection instruments in the form of a questionnaire/questionnaire. Measurements were made to people who applied for SKCK at the Intelkam Polres Pelalawan with a sample of 100 people. The sampling technique used is non-probability sampling with the type of accidental sampling. Before being analyzed, the research instrument was tested for validity and reliability to ensure that the research tools used were valid and reliable. The quantitative data from the measurement results were then analyzed using index analysis to determine the tendency of respondents' satisfaction levels. This analysis shows that the average score of index analysis is above 62, which means that respondents tend to be satisfied with the level of service provided and in line with respondents' expectations. Furthermore, to measure actual satisfaction, an analysis of importance performance analysis (IPA) was carried out. The results of the analysis show that the total IPA score is 93.97, which means that the quality of the services provided is not satisfactory.

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