PENGARUH DIMENSI KUALITAS PELAYANAN (BUKTI FISIK, KEHANDALAN, DAYA TANGGAP, JAMINAN, EMPATI) TERHADAP KEPUASAN MASYARAKAT DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN BANTUL DAERAH ISTIMEWA YOGYAKARTA

Authors

  • Muhammad Isnaini Fathoni Akademi Manajemen Administrasi Yogyakarta image/svg+xml Author
  • Susatyo Herlambang Akademi Manajemen Administrasi Yogyakarta image/svg+xml Author

Abstract

This study aims to determine the effect dimention of service quality (physical evidence, reliability,
responsiveness, assurance, empathy) on community satisfaction at the Population and Civil Registration
Service, Bantul Regency, Special Region of Yogyakarta. The population in this study amounted to 286 people,
while the sample in this study was this study amounted to 75 people. The results of this study indicate that
the magnitude of the influence of Service Quality (Physical Evidence, Reliability, Responsiveness, Assurance,
Empathy) on Community Satisfaction in the Population and Civil Registration Office of Bantul Regency,
Yogyakarta Special Region is 51.8%, while the rest 48.2% is influenced by other variables.


Keywords: Physical Evidence, Reliability, Responsiveness, Assurance, Empathy.

Downloads

Download data is not yet available.

Downloads

Published

2023-11-28

Issue

Vol. 20 No. 2 (2023)

Section

Articles

How to Cite

PENGARUH DIMENSI KUALITAS PELAYANAN (BUKTI FISIK, KEHANDALAN, DAYA TANGGAP, JAMINAN, EMPATI) TERHADAP KEPUASAN MASYARAKAT DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN BANTUL DAERAH ISTIMEWA YOGYAKARTA. (2023). Jurnal Optimal, 20(2), 61-78. https://jurnal.stieieu.ac.id/index.php/opt/article/view/162

Most read articles by the same author(s)