PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA KANTOR DESA PLESUNGAN KECAMATAN GONDANGREJO KARANGANYAR TAHUN 2022

Abstrak

This study aims to determine the variables reliability (reliability), responsiveness (responsiveness),
assurance (guarantee), empathy (attention), tangible (physical form) have a positive and significant effect
on community satisfaction with administrative services at Plesungan Village Office, Gondangrejo
District, Karanganyar Year 2022. Data collection techniques were carried out by means of a
questionnaire (questionnaire) supplemented by interviews. The research instrument test was carried out
which included validity and reliability tests as well as the classical assumption test of the research
instrument. The analytical method uses multiple linear regression, t test, F test and R2.The results of
hypothesis testing based on the significance value obtained that (1) Responseveness, (2) assurance (3)
Reliability (4) Empathy has a positive and significant effect on community satisfaction with
administrative services for the Plesungan Village Office, Gondangrejo District, Karanganyar in 2022.
Meanwhile, the fifth hypothesis (H5) ): there is no significant effect of Tangibles on community
satisfaction with administrative services at the Plesungan Village Office, Gondangrejo District,
Karanganyar in 2022, not proven. (2) Simultaneous test results (Test F) show that the value of F =
23.692, a significance of 0.000 <0.05. So that it can be concluded that the independent variables jointly
affect community satisfaction with administrative services in Plesungan Village, Gondangrejo
Karanganyar District in 2022.(3) Based on the results of the analysis of the coefficient of determination,
Adjusted R Square (R2) = 0.542 means that the variability of the independent variables is 54.2%, while
the remaining 4.8% is explained by other variables not included in the regression model.