ANALISIS PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI KECAMATAN PAHANDUT KOTA PALANGKARAYA DENGAN FOKUS LAYANAN PEMBUATAN SURAT PERNYATAAN PENGUASAAN TANAH (SPPT) ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON COMMUNITY SATISFACTION IN PAHANDUT DISTRICT, PALANGKARAYA CITY WITH A FOCUS ON SERVICES FOR MAKING LAND TENURE DECLARATIONS (SPPT)
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Abstract
Penelitian mempelajari dimensi kualitas pelayanan dan kepuasan masyarakat, dengan tujuan untuk mengetahui pengaruh bukti fisik, keandalan, daya tanggap, jaminan, empati terhadap kepuasan pelayanan masyarakat. Metode penelitian dilakukan dengan pengujian data primer menggunakan alat PLS-SEM dengan jumlah responden sebanyak 70 orang yang tersebar di Kecamatan Pahandut Kota Palangka Raya. Teknik analisis data dalam penelitian ini adalah statistik deskriptif dan pengujian inner and outer model PLS-SEM. Hasil penelitian menunjukkan bahwa bukti fisik dan keandalan berpengaruh negatif dan tidak signifikan terhadap kepuasan masyarakat, daya tanggap berpengaruh positif dan tidak signifikan terhadap kepuasan masyarakat, jaminan dan empati berpengaruh positif dan signifikan terhadap kepuasan masyarakat.
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