Evaluasi Kepuasan Masyarakat atas Pelayanan Kantor Desa Mirah Kalanaman dari Sisi Perundanga
DOI:
https://doi.org/10.36805/manajemen.v8i2.5314Abstract
ABSTRACT
This study aims to determine service quality indicators based on the applicable laws in
Indonesia on the satisfaction of the people of Mirah Kalanaman Village, Katingan Tengah
District, Katingan Regency. The data used in this study is primary data using quantitative
methods with a descriptive approach and data collection through questionnaires. The
sample in this study were 120 respondents using the Convenience Sampling method. The
results showed that physical evidence and guarantees were not significantly proven to
fulfill community satisfaction, while reliability, empathy, and responsiveness were proven
to meet community satisfaction. Furthermore, the results of the F test show that all
variables together have a significant effect on the fulfillment of community satisfaction.
ABSTRAK
Penelitian bertujuan untuk mengetahui indikator kualitas pelayanan berdasarkan
perundangan yang berlaku di Indonesia terhadap kepuasan masyarakat Desa
Mirah Kalanaman, Kecamatan Katingan Tengah, Kabupaten Katingan. Data yang
digunakan dalam penelitian ini adalah data primer dengan menggunakan metode
kuantitatif dengan pendekatan deskriptif serta pengumpulan datanya melalui
penyebaran kuesioner. Sampel dalam penelitian ini sebanyak 120 orang
responden dengan menggunakan metode Convenience Sampling. Hasil
penelitian menunjukan bukti fisik dan jaminan tidak terbukti secara signifikan
terhadap pemenuhan kepuasan masyarakat, sementara kehandalan, empaty, dan
daya tanggap terbukti memenuhi kepuasan masyarakat. Selanjutnya hasil uji F
menunjukan bahwa semua variabel secara bersama-sama berpengaruh signifikan
terhadap pemenuhan kepuasan masyarakat.
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