Pengaruh Kualitas Pelayanan terhadap Kepuasan Masyarakat pada Kantor Kelurahan Sobo Kecamatan Banyuwangi Kabupaten Banyuwangi
Abstrak
Providing service to customers is a strategy to win the competition. With increasing business competition, every service provider must be able to provide the best service so that customers get satisfaction. This research aims to analyze the impact of the services provided on community satisfaction in Sobo Banyuwangi Village. All people who have an interest in the Sobo Banyuwangi Subdistrict Office are used as the population in this research. The number of samples was determined as 40 (forty) people using a minimum sample determination method of 5 to 10 multiplied by the number of indicators. Descriptive analysis to find out about respondents related to gender, age and education. The measuring instrument used will be tested for its level of validity and reliability. To answer the hypothesis developed using multiple linear regression. To determine the contribution of the independent variable to the dependent variable, analysis of the coefficient of determination (R2) is used. The calculation results show that the quality of services provided by the Sobo Banyuwangi Subdistrict Office has an impact on community satisfaction. The contribution of the service quality variable is 63.9%.
Keywords: Community Satisfaction, Service Quality, Sobo Village Office.
Referensi
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Muzaki, Mochamad, Ni Nyoman Putu Martini, Arik Susbiyani, and Nurul Qomariah. 2023. “Pengaruh Kualitas Dan Inovasi Pelayanan Terhadap Kepercayaan Masyarakat Melalui Kepuasan Masyarakat Sebagai Variabel Intervening Pada Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Banyuwangi Mochamad.” Relasi, Jurnal Ekonomi 19(2): 247–67. http://jurnal.itsm.ac.id/index.php/relasi/article/view/856/755.
Nikmah, Hairun, Arik Susbiyani, Ni Nyoman Putu Martini, and Nurul Qomariah. 2022. “The Role of Price , Promotion And Quality Of Service in Improving Honda Motorcycle Customer Satisfaction and Loyalty.” SSRG International Journal of Economics and Management Studies 9(1): 14–23. https://www.internationaljournalssrg.org/IJEMS/paper-details?Id=920.
Nursaid, Nursaid, Sapta Hadi Purnomo, and Nurul Qomariah. 2020. “The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students.” In 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019, Magelang: UM MAgelang, 156–61.
Pahlevi, Afif Fakhri, Suwarni Suwarni, and Nurzam Nurzam. 2021. “The Influence Of Service Quality And Customer Satisfaction Towards Customer Loyalty At Bank Mega Syariah Bengkulu Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pada Bank Mega Syariah Bengkulu.” Jurnal Emak (Jurnal Ekonomi Manajemen Akuntansi dan Keuangan 2(4): 315–22.
Prasmara, Ariska Estu, N. Rachma, and Alfian Budi Primanto. 2019. “Pengaruh Online Marketing Dan E-Service Quality Terhadap E-Loyalty Dengan E- Satisfaction Sebagai Variabel Intervening Pada Online Shop Khayrscraf.” e – Jurnal Riset Manajemen: 29–44.
Purnomo, Deddy Dwi, Permana. Anindya Restu, Dedy Irawan, and Nurul Qomariah. 2023. “THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY OF BEKAM THERAPY CENTER JEMBER.” International Journal of Management Science and Information Technology (IJMSIT) 3(2): 157–64. http://journal.lembagakita.org/index.php/IJMSIT/article/view/1309/1001.
Purwati, Astri Ayu, and Muhammad Luthfi Hamzah. 2019. “Total Service Quality Management and It’s Impact on Customer Satisfaction and Loyalty of Online Transportation in Indonesia.” International Journal of Scientific and Technology Research 8(11): 1066–70.
Qomariah, Nurul. 2012. “Pengaruh Kualitas Layanan Dan Citra Institusi Terhadap Kepuasan Dan Loyalitas Pelanggan.” Jurnal Aplikasi Manajemen 10(1): 177–87. https://jurnaljam.ub.ac.id/index.php/jam/article/view/410/447.
———. 2016. Marketing Adactive Strategy. Jember: Cahaya Ilmu. https://www.researchgate.net/publication/326623130_MARKETING_ADACTIVE_STRATEGY.
———. 2020. “Building Student Satisfaction and Loyalty Based on Service Quality and Institutional Image.” SSRG International Journal of Economics and Management Studies (SSRG-IJEMS) 7(9): 24–33. https://www.internationaljournalssrg.org/IJEMS/paper-details?Id=703.
Qomariah, Nurul, Achmad Fahrurrozi, and Yusron Rozzaid. 2020. “Efforts to Increase Retail Customer Satisfaction.” International Journal of Economics and Management Studies (SSRG-IJEMS) 7(7): 25–31.
Qomariah, Nurul, and Yayan Ayu Lestari. 2020. “The Role of Service Quality to Increase Customer Satisfaction of Bank Syariah Mandiri Jembe.” In Proceedings of International Seminar, , 175–81.
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