Pengaruh Kinerja Pegawai Pelayanan Publik Terhadap Kepuasan Masyarakat (Studi Kasus di Kantor Kecamatan Tambaksari Kota Surabaya Provinsi Jawa Timur). (The Effect of Public Service Employee Performance on Community Satisfaction (Case Study at the Tambaksari District Office, Surabaya City, East Java Province)).

Habsari, Indri (2023) Pengaruh Kinerja Pegawai Pelayanan Publik Terhadap Kepuasan Masyarakat (Studi Kasus di Kantor Kecamatan Tambaksari Kota Surabaya Provinsi Jawa Timur). (The Effect of Public Service Employee Performance on Community Satisfaction (Case Study at the Tambaksari District Office, Surabaya City, East Java Province)). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Success in providing services in accordance with community expectations depends on organizational capabilities and employee performance. Service procedures, human resources used in service delivery, service strategies, customers and other factors interact to determine service quality. Government agencies are constantly making changes to create the quality of services provided to meet community expectations, because community satisfaction is a measure of agency progress in serving the community (Arisandi 2014). Service satisfaction is also supported by human resources, one of which can be seen through the performance of employees assigned to the institution to provide the best service to the community. Visible complexity, lack of focus in performing tasks, slow processes and queuing problems can be observed in various services in the public sector which results in low public satisfaction with the performance of the Tambaksari District Office, To consider the previously mentioned problems, this study is to find out how much the influence of public service employee performance affects public satisfaction at the Tambaksari District Office, Surabaya City, East Java Province. In this study, researchers used quantitative research methods that emphasize the analysis of numerical data (numbers) processed by statistical methods. For data collection techniques using questionnaires, interviews, observation and documentation at the research site obtained in the Tambaksari sub-district office area of Surabaya City, East Java Province. The sample size was 154 responses who used the service at the sub-district office from a population of 1300 divided from several villages. Tambaksari District Office which is located at Jalan Mendut No. 7 Surabaya. The types of data used are primary data and secondary data collected through questionnaires. The technique used is simple regression analysis which uses a partial test (T test) and determines the coefficient of determination (R2). The influence of public service employee performance variables on community satisfaction can be said to be strong because it has a correlation coefficient of 0.641 (64.1%) and has a significant level at the real stage of 0.05 xi (5%) the rest is influenced by other variables not identified in this study. From the results of the simple regression analysis test, it shows that the employee performance regression (X) is 0.641 which is positive, which can be concluded that the better employee performance will result in higher public satisfaction. Then for the partial test, it has a positive effect on community satisfaction because the employee performance variable t test has a t value of 10.297> t table 1.975 and has a significant level of 0.05 which means that employee performance has a significant effect on community satisfaction in Tambaksari District, Surabaya City, East Java Province. Keywords: Influence, Employee Performance, Community Satisfaction

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