The Influence of Service Quality of Apparatus on Community Satisfaction in the Testing Unit of Motorized Vehicles for Types of Goods Transport in Sidoarjo Regency
Pengaruh Kualitas Pelayanan Aparat Terhadap Kepuasan Masyarakat di Unit Pengujian Kendaraan Bermotor Jenis Angkutan Barang di Kabupaten Sidoarjo
-
(1) Maulany Sukma Arum Habibah Universitas Muhammadiyah Sidoarjo
Indonesia
(2) * Isnaini Rodiyah
Universitas Muhammadiyah Sidoarjo
Indonesia
(*) Corresponding Author
Abstract
Customer (community) satisfaction is the main measure of public services. The problem with KIR testing at the District Transportation Office. Sidoarjo, namely the attitude of the apparatus that still does not act quickly and precisely in helping every complaint from the drivers, then the community is not satisfied with the KIR testing service. The purpose of this study is to determine and analyze the effect of the quality of service of the apparatus on community satisfaction in the unit testing motorized vehicles for the type of freight transport at the Transportation Service Office of Sidoarjo Regency. This research is a quantitative research, the sample in this study amounted to 95 respondents with a simple random sampling sampling technique, data collection techniques using observation methods, questionnaires. The data analysis technique used multiple linear regression analysis and hypothesis testing including T-test, F-test, Coefficient of Determination. The results show that the Transparency Dimension has a significant influence on community satisfaction, the accountability dimension has a significant influence on community satisfaction, the conditional dimension has a significant influence on community satisfaction, the participatory dimension has a significant influence on community satisfaction, the equal rights dimension has a significant influence on community satisfaction. the balance of rights and obligations has a significant influence on people's satisfaction
References
Al Rasyid, H., & Tri Indah, A. (2015). Pengaruh Inovasi Produk Dan Harga Terhadap Keputusan Pembelian Sepeda Motor Yamaha Di Kota Tangerang Selatan. Perspektif, 16(1), 39–49. Https://Doi.Org/2550-1178.
Brady, M.K. dan Cronin, J.J. 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. The Journal of Marketing 2001; 65(3): 34 – 49.
Prisanti, Mega Della Suyadi, Imam, Zainul, 2017. Pengaruh E-Service Quality dan E-Trus Terhadap E-Customer Satisfaction Serta Implikasinya Terhadap E-Customer Loyalty (Studi Pada Nasabah PT Bank Rakyat Indonesia (Persero)Tbk Kantor Cabang Pembantu Lawang. Journal Of Business Studies Vol 2.No 1 Juli 2017.
Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: PT Alfabet.
Indriantoro,Nur dan Bambang Supomo. 2011,”Metodologi Penelitian Bisnis Untuk Akuntansi Dan Manajemen”, Edisi Pertama. BPFE,Yogyakarta
Sekaran, Uma. 2014. Metodologi Penelitian Untuk Bisnis (Research Methods for Business) Buku 1 Edisi 4. Jakarta: Salemba Empat.
Arikunto, S. 2006. Metode Penelitian Kualitatif. Jakarta: Bumi Aksara
Ghozali, Imam. 2011. “Aplikasi Analisis Multivariate Dengan Program SPSS”. Semarang: Badan Penerbit Universitas Diponegoro.
Sujarweni, V. Wiratna. 2016. Pengantar Akuntansi. Yogyakarta: Pustaka Baru Press.
Hasibuan, P. S. Malayu. 2015. Manajemen Sumber Daya Manusia. Jakarta: PT. Bumi Aksara.
Parasuraman A., Valarie A. Zeithaml, and Leonard L. Berry. 1988. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing. Vol 64 (1) pp 12- 37.
Parasuraman A., Valarie A. Zeithaml, and Leonard L. Berry. 1988. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing. Vol 64 (1) pp 12- 37
Copyright (c) 2022 Maulany Sukma Arum Habibah, Isnaini Rodiyah
This work is licensed under a Creative Commons Attribution 4.0 International License.
