PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI KANTOR SAMSAT KOTA PALOPO

YANTI, SISWI (2023) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI KANTOR SAMSAT KOTA PALOPO. Skripsi thesis, UNIVERSITAS MUHAMMADIYAH PALOPO.

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Abstract

The theme of this research is the influence of service quality on the community at the Palopo City Samsat Office. The object of this research is the community who found 60 people. The data management method uses the SPSS data management method. This research method is quantitative research, data collection techniques / research questionnaires using multiple regression analysis test. Physical Evidence (X1) against the Community (Y) at the Palopo City Samsat Office. Which can be seen from the significant results which have a value of t count = -342 < t table 1.672 with a significant 733 > -053 meaning that the Physical Evidence X1 is not significant to the community (Y). Thus, Physical Evidence does not have a positive or rejected effect on community satisfaction at the Palopo City Samsat Office. Reliability (X2) against Community goals (Y) at the Palopo City Samsat Office. It can be seen that the Responsiveness variable has a value of X2 t count = 3.353 > t table 1.672 with a significant 001 < -053 meaning that there is a significant effect. Thus Responsiveness has a positive or accepted effect on community satisfaction at the Palopo City Samsat Office. Responsiveness (X3) to the Community (Y) at the Palopo City Samsat Office. it can be seen that the responsiveness variable has a value of X3 t count = 3.353 > t table 1.672 with a significant 001 < -053 meaning that there is a significant effect. Thus Responsiveness has a positive or accepted effect on community satisfaction at the Palopo City Samsat Office. Guarantee (X4) to the community (Y) at the Palopo City Samsat Office. It can be seen that the Guarantee variable which has a value of X4 t arithmetic = 1.112 < t table 1.672 with a significant 271 > -053 means that it has no significant effect. Thus the guarantee does not have a positive or negative effect on people's satisfaction because t count is smaller than t table Empathy (X5) towards the Community (Y) at the Palopo City Samsat Office. It can be seen that the Empaty variable which has a value of X5 t count = 4.236 > t table 1.672 with a significant 000 < -053 meaning that there is a significant influence on community satisfaction because t count is greater than t table

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