PENGARUH KUALITAS PELAYANAN DAN KINERJA PEGAWAI TERHADAP KEPUASAN MASYARAKAT PADA KANTOR LURAH CIKORO

Abstract

This study aims to determine the effect of service quality and employee performance on community satisfaction at the Cikoro village head office. The population in this study were employees of the Cikoro Urban Village, amounting to 48 people. The sample in this study were 48 people with an error rate of 10%. The sampling technique for respondents was carried out using simple random sampling, which means that each element of the population has the same opportunity to be sampled. This research uses quantitative methods. Data collection methods used were observation, questionnaires, interviews and documentation. Test data quality using validity and reliability tests. The analysis method used is multiple regression analysis, F test (simultaneous test), t test (partial test), and the coefficient of determination test. The results showed that the variable service quality and employee performance had a significant effect on the community satisfaction variable (through the F test). And the results of the partial test (t test) show that the variables of service quality and employee performance have a significant effect on the variable of community satisfaction, so that the hypothesis in this study can be accepted. And from the results of the coefficient of determination, the value of R Square shows a value of 0.764 or 76.4%, indicating that the ability of independent variables is strong enough to explain the dependent variable and the remaining 23.6% can be explained by other variables outside of the research variables. Thus the regression equation obtained is efficient to describe the form of the relationship between variables.