PENGARUH KUALITAS PELAYANAN DAN MOTIVASI PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT PADA TERMINAL TIPE A KILIRAN JAO
DOI:
https://doi.org/10.32939/dhb.v4i1.1491Keywords:
Quality Of Service, Public Service Motivation, Community SatisfactionAbstract Purpose: This study aims to determine the effect of service quality and public service motivation on community satisfaction on employees of Terminal Type A Kiliran Jao. Design/methodology/approach: The method used in this research is quantitative research with a descriptive approach. The population in this study were employees at Terminal Type A Kiliran Jao. The sample used was 84 people using a saturated sampling technique (census). The data analysis technique is multiple linear regression. Findings: The results of the study show that: (1) Service quality has a positive and significant effect on community satisfaction. (2) Public service motivation has a positive and significant effect on community satisfaction. (3) Quality of service and motivation of public services together have a positive and significant effect on community satisfaction in Terminal Type A Kiliran Jao. Research implications: The results of this study concluded that with good service quality and high motivation for public services, especially in the type A terminal, Kiliran Jao can increase people's satisfaction in using the terminal.
Downloads
References
Abdullah, M. (2014). Manajemen dan Evaluasi Kinerja Karyawan. Aswaja Pressindo.
Akbar. (2017). Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat. Administrasi Publik, 1(1), 286–290.
Andriany, D., & Arda, M. (2021). Pengaruh Pelayanan Publik Terhadap Kepuasan Masyarakat Di Kantor Camat Medan Deli Pada Masa Pandemi Covid 19. Seminar Nasional Teknologi Edukasi Sosial Dan Humaniora, 1(1), 593–600.
Hardiansyah. (2017). Kualitas Pelayanan Publik : Konsep, Dimensi, Indikator dan Implementasinya. Gava Media.
Hery, S. E. (2019). Manajemen Pemasaran. Gramedia Widiasarana Indonesia.
Kotler, Philip dan Keller, K. L. (2012). Marketing Management. Pearson Prentice Hall, Inc.
Lovelock, Chirstoper., dan Jochen, W. (2011). Service Marketing. Service Marketing. USA : Pearson.
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa. Salemba Empat.
Martono, N. (2018). Metode Penelitian Kuantitatif. Rajawali Pers.
Mursyidah, L., & Choiriyah, I. U. (2020). Buku Ajar Manajemen Pelayanan Publik. Umsida Press.
Musfar, T. F. (2020). Manajemen Pemasaran: Bauran Pemasaran sebagai Materi Pokok dalam Manajemen Pemasaran. Media Sains Indonesia.
Nova I. E. Tamara., Lisbeth Mananeke., dan C. K. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Kawangkoan Bawah Kecamatan Amurang Barat Di Kabupaten Minahasa Selatan. Jurnal EMBA, 6(4).
Putra, Dhion, G., Pratiwi, Ratih, N., dan T. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat (Studi pada Dinas Kependudukan dan Pencatatan Sipil Kota Blitar). Jurnal Administrasi Publik, 3(12).
Susila, L. N. (2010). Analisis Pengaruh Kualitas Pelayanan Kantor Kelurahan terhadap Kepuasan Masyarakat Kelurahan Jagalan Kecamatan Jebres Kota Surakarta. Journal of Rural and Development, 1(1).
Tjiptono, F. (2019). Service Management Mewujudkan Layanan Prima. Andi Offset.
Ulumudin, A. (2014). Pengaruh Kualitas Pelayanan Administrasi Kependudukan Terhadap Kepuasan Masyarakat di Kecamatan Bayongbong Kabupaten Garut. Jurnal Pembangunan Dan Kebijakan Publik, 4(1).
