Syafriani, Veny (2023) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Dalam Pengurusan Administrasi Di Kelurahan Simpang Tiga Kecamatan Bukitraya Kota Pekanbaru. Masters thesis, Universitas Islam Riau.

Text 197122133.pdf - Submitted Version Restricted to Registered users only Download (9MB) | Request a copy

Abstract

This study aims to determine the effect of service quality on community satisfaction in administrative management in Simpang Tiga Urban Village, Bukitraya District, Pekanbaru City. Indicators of service quality include physical evidence (tangible), reliability, responsiveness, assurance and empathy. Community satisfaction indicators include product quality, price, service quality, emotional factors, and cost and convenience. The research was conducted in Simpang Tiga Urban Village Office, Bukitraya District, Pekanbaru City. Descriptive quantitative type of research. The research sample is people who do administrative arrangements in Kelurahan Simpang Tiga. The sampling technique is non-probability sampling. Data collection using observation, questionnaires and documentation. This research data analysis uses validity test, reliability test, simple linear regression, coefficient of determination and t-test. The results of descriptive research show that service quality is classified as very good, while community satisfaction is classified as quite good. The results of the coefficient of determination test show that the service quality variable (X) has a strong enough influence on the community satisfaction (Y) or the hypothesis is statistically accepted. While the rest is influenced by other factors not included in this study. The t-test results explained that Ho was rejected and Ha was accepted, which means that the service quality variable (X) had a significant influence on community satisfaction (Y) in administrative management in Simpang Tiga Village, Bukitraya District, Pekanbaru City.

Actions (login required)

View Item