PENGARUH KUALITAS PELAYANAN DAN KINERJA PEGAWAI TERHADAP KEPUASAN MASYARAKAT PADA PELAYANAN KTP ELEKTRONIK DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN KARANGANYAR
PENGARUH KUALITAS PELAYANAN DAN KINERJA PEGAWAI TERHADAP KEPUASAN MASYARAKAT PADA PELAYANAN KTP ELEKTRONIK DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN KARANGANYAR
DOI:
https://doi.org/10.33061/jp.v11i2.7125Abstract
The development of service quality and community demands for quality services,
currently there are still many complaints from the public in the e-KTP service at
the Population and Civil Registration Service in Karanganyar Regency. The
purpose of this study was to determine the effect of service quality and employee
performance partially and simultaneously on community satisfaction in the
Electronic ID card service at the Population and Civil Registration Office of
Karanganyar Regency. This type of research is a quantitative approach. The
research sample is 100 community respondents who use e-KTP services. Data
collection techniques using questionnaires, documentation, and literature study.
The hypothesis testing technique uses Multiple Regression Analysis, t test, F test,
and the coefficient of determination (R2). Based on the results of research and
data analysis, this study can be concluded that the quality of service and
performance partially and simultaneously affect public satisfaction with the
Electronic ID card service at the Population and Civil Registration Office of
Karanganyar Regency.
Keywords: Service Quality, Performance, Public Satisfaction
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Eko Agus Santoso, Aris Tri Haryanto, Herning Suryo Sarjono
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Authors who publish this journal 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 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors can separately make additional contractual arrangements for non-exclusive distribution published by the journal (e.g., publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are allowed and encouraged to send their work via online (e.g., in the institutional repositories or their website) after published by the journal.
