THE EFFECT OF THE QUALITY OF FAMILY CARD-MAKING SERVICES ON COMMUNITY SATISFACTION AT THE POPULATION AND CIVIL REGISTRATION OFFICE
DOI:
https://doi.org/10.30997/jgs.v9i1.5509Keywords:
Service Quality, Family Card, Community SatisfactionAbstract
Customer satisfaction is a crucial aspect that is influenced by the quality of service provided. Institutions that offer public services are obligated to deliver efficient, effective, and high-quality services that meet the needs of the public. This requires optimizing all available resources, such as infrastructure, personnel, facilities, and technological systems. However, initial observations suggest that the Family Card service provided by the Department of Population and Civil Registration in Sukabumi Regency does not adhere to the one-day service procedure due to inadequate service officers and impolite staff. The objective of this study is to investigate the correlation between service quality and customer satisfaction using a quantitative method with a descriptive and associative approach. A sample of 100 family card applicants was selected using accidental sampling at the department. The data analysis involved using simple linear regression analysis, including a coefficient of determination test, simple correlation coefficient, and partial test (T-test). The study's results indicate that there is a link between service quality and customer satisfaction.
References
Anggraini, F., & Budiarti, A. (2020). Pengaruh Harga, Promosi, serta Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan Pada Konsumen Gojek. Jurnal Pendidikan Ekonomi (JUPE), 8(3). https://doi.org/10.26740/jupe.v8n3.p86-94
Ansori, M., & Iswati, S. (2020). Metode Penelitian Kuantitatif Edisi 2. In Airlangga University Press.
Garin, M. I. (2021). Pengaruh Kualitas Pelayanan Pembuatan E-Ktp Terhadap Kepuasan Warga Pada Disdukcapil Kabupaten Sukabumi. Jurnal Inovasi Penelitian, 2(7).
Gede Sarasvananda, I. B., Anwar, C., Pasha, D., & Styawati, S. (2021). ANALISIS SURVEI KEPUASAN WARGA MENGGUNAKAN PENDEKATAN E-CRM (Studi Kasus : BP3TKI Lampung). Jurnal Data Mining Serta Sistem Informasi, 2(1). https://doi.org/10.33365/jdmsi.v2i1.1026
Hardiansyah. (2018). Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator, serta Implementasinya. In Gava Media. https://doi.org/10.1163/15718085-12341263
Huda, H. A., Suwaryo, U., & Sagita, N. I. (2020). PENGEMBANGAN DESA BERBASIS SMART VILLAGE (Studi Smart Governance pada Pelayanan Prima Desa Talagasari Kabupaten Karawang). Moderat: Jurnal Ilmiah Ilmu Pemerintahan, 6(3).
Irfadat, T., & Haeril, H. (2021). Implementasi Kebijakan Pelayanan Kartu Tanda Penduduk (E-KTP) di Kantor Camat Raba Kota Bima. Journal of Governance and Policy Innovation, 1(1). https://doi.org/10.51577/jgpi.v1i1.53
Majhaf, S. A. (2020). Pengaruh Promosi Serta Kualitas Pelayanan Kepada Minat Menabung Warga Kelurahan Siranindi Di Bank Muamalat Indonesia Palu Sulawesi Tengah. Al-Kharaj: Journal of Islamic Economic and Business, 2(1). https://doi.org/10.24256/kharaj.v2i1.1192
Mamun, M. A., & Shaikh, J. M. (2018). Reinventing Strategic Corporate Social Responsibility. Journal of Economic & Management Perspectives, 12(2).
Mursalim, S. W. (2018). Analisis Manajemen Pengaduan Sistem Layanan Sistem Aspirasi Pengaduan Online Rakyat (LAPOR) di Kota Bandung. Jurnal Ilmu Administrasi: Media Pengembangan Ilmu Serta Praktek Administrasi, 15(1), 1–17. https://doi.org/10.31113/jia.v15i1.128
Putri Debby, & I. K. (2018). Pengaruh Kinerja Pegawai kepada Kualitas Pelayanan Tiket Kereta Api di Stasiun Bandung. Pembangunan Serta Kebijakan Publik, 9((1)).
Rini Larono, S. (2020). ANALISIS SURVEI KEPUASAN WARGA PADA PELAYANAN PERIZINAN DI DINAS PENANAMAN MODAL SERTA PELAYANAN TERPADU SATU PINTU (DPMPTSP) KABUPATEN KEPULAUAN TALAUD. JURNAL MANAJEMEN PENDIDIKAN SERTA ILMU SOSIAL, 1(1). https://doi.org/10.38035/jmpis.v1i1.217
Riska Chyntia Dewi, & Suparno Suparno. (2022). MEWUJUDKAN GOOD GOVERNANCE MELALUI PELAYANAN PUBLIK. Jurnal Media Administrasi, 7(1). https://doi.org/10.56444/jma.v7i1.67
Ristiani, I. Y. (2020). Manajemen Pelayanan Publik Pada Mall Pelayanan Publik di Kabupaten Sumesertag Provinsi Jawa Barat. Coopetition : Jurnal Ilmiah Manajemen , 11(2).
Sinambela, L. P. (Prof. D. (2016). Manajemen Sumber Daya Manusia. In PT.Bumi Aksara.
Siregar, M. A. N., & Sulistyowati, S. (2020). Pengaruh Pengetahuan Perpajakan, Kesadaran Wajib Pajak, Kualitas Pelayanan, Sanksi Perpajakan, Serta Penerapan E-Samsat Kepada Kepatuhan Wajib Pajak Kendaraan Bermotor (Studi Pada Samsat Kota Jakarta Timur). Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
Suandi, S. (2019). Analisis Kepuasan Warga kepada Pelayanan Publik Berdasarkan Indeks Kepuasan Warga di Kantor Kecamatan Belitang Kabupaten OKU Timur. Journal PPS UNISTI. https://doi.org/10.48093/jiask.v1i2.8
Sumarwadji, H., Sinring, B., Mapparenta, M., & Manulusi, M. R. (2021). Analisis Pengaruh Kualitas Pelayanan Publik Kepada Kepuasan Warga pada Disdukcapil Pemerintah Kabupaten Sinjai Provinsi Sulawesi Selatan. PARADOKS : Jurnal Ilmu Ekonomi, 4(3). https://doi.org/10.33096/paradoks.v4i3.885
Suwito, J. (2018). PENGARUH KUALITAS PELAYANAN KEPADA KEPUASAN KONSUMEN PADA CV GLOBAL AC BANJARBARU. Jurnal Manajemen.
Taufiqurrahman, & Satispie, E. (2018). Teori serta perkembangan manajemen pelayanan publik. Umj Press 2018.
Ulfa, R. (2021). Variabel penelitian pada penelitian pendidikan. Al-Fathonah: Jurnal Pendidikan Serta Keislaman, 1(1).
Ulum, M. C. (2018). Public Service: Tinjauan Teoritis serta Isu-Isu Strategis Pelayanan Publik. In UB press.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Rahayu Oktian Siregar, Tuah Nur, Dine Meigawati
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with Jurnal Governansi agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in Jurnal Governansi.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in Jurnal Governansi.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.