The Influence of Service Quality on Service User Satisfaction at KPKNL Jember (original) (raw)

The government has an obligation to provide services to the community as stated in the 1945 Constitution and in more detail it is stated in Law Number 25 of 2009 concerning Public Services (Public Service Law). Public services or services to the community are carried out by empowering all existing government resources, both in the form of public goods and public services as stated in Article 5 paragraph (1) of the Law on Public Services. These services cover all aspects of national and national life starting from defense, security, education, economy, health and others, which are carried out by government agencies in accordance with their respective fields. The purpose of this study was to test and analyze the effect of service quality indicators (tangibles, reliability, responsiveness, assurance, empathy) simultaneously and partially on the satisfaction of users of state property management services at KPKNL Jember, as well as to see the most dominant variables in service quality. The sample in this study was 60 respondents who used purposive sampling technique. Data analysis used multiple regression test, hypothesis testing and coefficient of determination (R 2). Based on the results of the study, it explains that all service quality variables (tangibles, reliability, responsiveness, assurance, empathy) have a simultaneous effect on service user satisfaction while partially there are four variables that influence them (tangibles, reliability, responsiveness and assurance) then one other variables (empathy) have no effect on service user satisfaction. Of the five variables, it turns out that tangible variables (Physical Evidence) have a dominant influence on service user satisfaction.