Meningkatkan Kepuasan Pengguna Layanan Publik melalui Fasilitas dengan Kualitas Layanan sebagai Variabel Interverning
DOI:
https://doi.org/10.23887/jjpe.v16i2.78723Keywords:
Facilities, User Satisfaction, Service QualityAbstract
in a public agency. The purpose of this study was to determine the effect of facilities on public service user satisfaction, to determine the effect of facilities on public service quality, and to determine the effect of service quality on public service user satisfaction. Data collection using a questionnaire with a total of 200 respondents. This research uses structural equation modeling (SEM) with AMOS 26.0 software. The results of SEM data processing fulfill the goodness of fit as follows: chi square value = 80.994; CMIN/DF = 1.306; probability = 0.053; GFI = 0.941; AGFI = 0.914; TLI = 0.976; CFI = 0.981; RMSEA = 0.039. The results of data processing conclude that there is an influence between facility variables on public service user satisfaction with a probability of 0.000 below the p-value of 0.05; there is an influence of facility variables on service quality with a probability of 0.000 below the p-value of 0.05; there is an influence of service quality variables on public service user satisfaction with a probability of 0.000 below the p-value of 0.05.
References
Adawia, P. R., Azizah, A., Endriastuty, Y., & Sugandhi, S. (2020). Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Konsumen Kereta Api Commuter Line (Studi Kasus Commuter Line Arah Cikarang Ke Jakarta Kota). Sebatik, 24(1), 87–95. https://doi.org/10.46984/sebatik.v24i1.869.
Alvino, G. (2020). Pengaruh Kualitas Produk, Fasilitas, Kualitas Pelayanan dan Harga Terhadap Kepuasan Konsumen (Studi pada Karoeseri Kandang Elf). Jurnal Ekonomi Dan Bisnis, 7(2), 297–307.
Aryanto, R. (2023, 06 Februari). Resahkan Masyarakat, Perguruan Pencak Silat di Tulungagung Kembali Bentrok. Diakses pada 15 Februari 2024, dari https://afederasi.com/resahkan-masyarakat-perguruan-pencak-silat-di-tulungagung-kembali-bentrok.
Fadhillah, F., & Haryanti, I. (2021). Analisis Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Pelabuhan Indonesia (Pelindo) III Cabang Bima. At-Tamwil: Kajian Ekonomi Syariah, 3(2), 125–139.
Ghozali, Imam. (2017). Model Persamaan Struktural: Konsep dan Aplikasi dengan Program AMOS 24 Update Bayesian SEM. Semarang: badan Penerbit Universitas Diponegoro.
Hair, J.F. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R, Practical Assessment, Research and Evaluation.
Hasnawati, & Anggriany, E. (2023). KEPEMIMPINAN TRANSFORMASIONAL , pelayanan pada masyarakat . Kementerian PAN RB ( Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik bahkan meningkatkan kinerja , serta mengatasi berbagai kendala atau isu yang beredar di publik terhadap kinerja. 3(1), 1239–1246.
Maulidiah, E. P., Survival, S., & Budiantono, B. (2023). Pengaruh Fasilitas Terhadap Kualitas Pelayanan Serta Implikasinya Pada Kepuasan Pelanggan. Jurnal Economina, 2(3), 727–737. https://doi.org/10.55681/economina.v2i3.375.
Nanda, M. T., & Wangdra, Y. (2019). Kepuasan Pelanggan Pt Teno Sukses Abadi Di Kota Batam. Jurnal Manajemen Dan Bisnis, 7(2).
Peraturan Pemerintah Nomor 17 Tahun 2018 tentang Kecamatan.
Sagung, A. A., Satya Utami, N., Wayan, I., & Supartha, G. (2023). Peran Kecerdasan Emosional Memoderasi Pengaruh Kepemimpinan Transformasional Terhadap Organizational Citizenship Behavior Pada Organisasi Publik. 12(03), 361–374. https://ojs.unud.ac.id/index.php/EEB/.
Sihotang, H. (2023). Metode Penelitian Kuantitatif. In Pusat Penerbitan dan Pencetakan Buku Perguruan Tinggi Universitas Kristen Indonesia Jakarta. http://www.nber.org/papers/w16019.
Suci Ayu Sudari, Pambreni, Y., & Hidayat, R. (2022). The Influence Of Service Quality On Community Satisfaction In The Development Of Population Administration. Neo Journal of Economy and Social Humanities, 1(4), 231–236. https://doi.org/10.56403/nejesh.v1i4.51
Sulaksono, E. (2021). Pengaruh Fasilitas Kerja Dalam Iklim Organisasi Berimplikasi Terhadap Kualitas Pelayanan Publik. Paper Knowledge . Toward a Media History of Documents, April, 82–92.
Sutriani, S., Chalirafi, C., & Ristati, R. (2022). Effect of Work Discipline and Quality Services To Community Satisfaction in the Department of Population and Civil Registration of Banda Aceh City. International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS), 2(5), 677–686. https://doi.org/10.54443/ijebas.v2i5.389.
Tuhasanah, U. (2023). Analisis Kepuasan Masyarakat terhadap Pelayanan pada Kantor Camat Raba Kota Bima. Jurnal Serambi Ekonomi Dan Bisnis, 7(1), 1–8.
Syafri, Ahmad, F., & Badaruddin. (2023). Pengguna Jasa Pada Pt Pelindo Terminal Petikemas. 2(April), 168–182.
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Jurnal Pendidikan Ekonomi Undiksha
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
