Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat di Kelurahan Kendangsari Kota Surabaya. (The Effect of Public Service Quality on Community Satisfaction in the Kendangsari Village, Surabaya City).

Amanda, Rizka Amelya Fitri (2023) Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat di Kelurahan Kendangsari Kota Surabaya. (The Effect of Public Service Quality on Community Satisfaction in the Kendangsari Village, Surabaya City). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

All citizens have the right to receive services from their country. Governments that provide services to the general public are known as "public service providers." In essence, public service covers various aspects of life. The high expectations of the people make public service standards doubtful, so the government prioritizes the provision of quality public services. If in an organization there is a service system that prioritizes the interests of the community above the interests of the government, the quality of service can be fulfilled. Therefore, there will be a sense of community satisfaction with the services provided. By considering the basic needs of the community, the satisfaction of the community as a consumer is determined as the fulfillment of goals. This study has the objective of analyzing the effect of public service quality on community satisfaction in the Kendangsari Village, Surabaya City. This research includes all people living in the Kendangsari Village area of Surabaya City, which consists of 15,680 people. Using simple random sampling method to collect a sample of 50 respondents. The problem of this research is that the government does not meet the expected public service standards. This is indicated by the number of public complaints related to the process of running the service. For example, some people face difficulties when arranging for ID cards, difficulties managing family cards, and time uncertainty, which causes the quality of service to decline. The type of data in this study is descriptive quantitative. The results in this study are that the quality of public services in the Kendangsari Village, Surabaya City, has a positive and significant effect on community satisfaction. KEYWORDS: PUBLIC SERVICE, SERVICE QUALITY, COMMUNITY SATISFACTION

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