Pengaruh Kualitas Pelayanan dan Kinerja Pegawai Terhadap Kepuasan Masyarakat di Puskesmas Menganti Kabupaten Gresik. (The Effect of Service Quality and Employee Performance on Community Satisfaction at the Menganti Health Center, Gresik Regency).

Pitaloka, Anggun Dea (2024) Pengaruh Kualitas Pelayanan dan Kinerja Pegawai Terhadap Kepuasan Masyarakat di Puskesmas Menganti Kabupaten Gresik. (The Effect of Service Quality and Employee Performance on Community Satisfaction at the Menganti Health Center, Gresik Regency). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Public services in government are clear evidence of the function of the state apparatus because services in general are an important component in achieving organizational goals, especially in terms of determining the quality of services in devoting themselves to society and the state. The importance of community satisfaction serves as an evaluation material for public service providers. Community satisfaction can be defined as a sense of disappointment or pleasure obtained from the quality of service and employee performance in providing services. So it is important to improve service quality and employee performance to meet the benchmark standards that must be met. Puskesmas as one of the public service areas that is directly related to the community that provides health services. Puskesmas as the first level of primary health care and individuals who in carrying out their functions, health centers are responsible for their administrative areas or sub-regions. This research was conducted within the scope of the work area of the Menganti Health Center, Gresik Regency. The purpose of this study was to determine the effect of service quality and employee performance on community satisfaction. This study uses quantitative research methods with a sample of 63 people. After the research was conducted, it resulted that service quality (X1) had a significant effect on community satisfaction as evidenced by the T test with the resulting t value greater than the t table (9.336> 2) and that employee performance (X2) had a significant effect on community satisfaction as evidenced by the resulting t value greater than the t table (5.432> 2). In addition, the F test results show that the calculated F value is 65.451> 3.15 F table, so it can be concluded that the service quality variables (X1) and employee performance (X2) simultaneously or together have an influence on community satisfaction.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	COMMUNITY SATISFACTION, EMPLOYEE PERFORMANCE, SERVICE QUALITY
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics
Divisions:	Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik
Depositing User:	1112000123 Anggun Dea Pitaloka
Date Deposited:	18 Nov 2024 03:07
Last Modified:	18 Nov 2024 03:07
URI:	http://repository.untag-sby.ac.id/id/eprint/31916

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