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
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Copyright (c) 2022 Eko Agus Santoso, Aris Tri Haryanto, Herning Suryo Sarjono
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