Pengaruh Kualitas Pelayanan terhadap Kepuasan Masyarakat pada Bagian Pelayanan Pembuatan E-KTP pada Kantor Kelurahan Kalibata Jakarta Selatan

  • Arif Rahman Universitas Bina Sarana Informatika
  • M. Suwandi Universitas Bina Sarana Informatika
  • Lady Diana Warpindyastuti Universitas Bina Sarana Informatika
Keywords: Service Quality, Community Satisfaction


The purpose of  this research is to determine whether or not the quality of the production server is affecting the satisfaction of the community at Kalibata Village. Methods used to collect quantitative data. For the concept of calculation there are intrument validity tests, reliability test, population, sample, likert scale, correlation coefficient, determination and regression equation. Indicator or questionnaire testing from calculations using SPSS 24. The population in this study was the community that produced the E-ID in the South Jakarta Kalibata Village. Based on the calculation of the regression equation obtained the equation Y = 1,896 + 0.924X which shows that in the absence of quality of service, the result of the satisfaction of the people is 1,856 and if X increases or decreases by 1 or if the quality of service is increased or decreased 1% it will increase or decrease the satisfaction of the people by 0.924%.

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