Alkaf, Alkaf (2021) PENGARUH MUTU LAYANAN DAN PROSEDUR PELAYANAN TERHADAP KEPUASAN MASYARAKAT (STUDI PADA KANTOR PERTANAHAN KOTA BANJARBARU). Masters thesis, Universitas Islam Kalimantan MAB.
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Abstract
Penelitian ini dilakukan pada kantor Pertanahan Kota Banjarbaru. Metode yang digunakan adalah deskriptif kuantitatif. Populasi penelitian adalah peserta Pendaftaran Tanah Sistematis Lengkap di kota Banjarbaru, sample adalah sebagian dari populasi yang ada yaitu 100 responden, tehnik pengumpulan data dilakukan secara survey dan kuesioner. Tehnik analisis data dilakukan dengan menggunakan Program SPSS Versi 25 for window. Kesimpulan dari penelitian ini adalah terbukti adanya pengaruh positif dan signifikan secara parsial variable Mutu Layanan terhadap Kepuasan Masyarakat, dan adanya pengaruh positif dan tidak signifikan secara parsial variable Prosedur Pelayanan terhadap Kepuasan MAsyarakat. Dan secara simultan variabel Mutu Layanan dan Prosedur Pelayanan terbukti berpengaruh positif dan signifikan terhadap Kepuasan Masyarakat. This research was conducted at the Banjarbaru City Land Office. The method used is descriptive quantitative. The study population was the participants of the Complete Systematic Land Registration in the city of Banjarbaru, the sample was part of the existing population, namely 100 respondents, the data collection techniques were carried out by survey and questionnaire. The data analysis technique was performed using SPSS Version 25 for windows. The conclusion of this study is that it is proven that there is a positive and partially significant influence of the Service Quality variable on Community Satisfaction, and there is a positive and partially insignificant influence on the Service Procedure variable on Community Satisfaction. And simultaneously the variables Service Quality and Service Procedure proved to have a positive and significant effect on community satisfaction.
Item Type: | Thesis (Masters) |
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Uncontrolled Keywords: | Mutu Layanan, Prosedur Pelayanan, Kepuasan Masyarakat Service Quality, Service Procedure, Community Satisfaction |
Subjects: | H Social Sciences > H Social Sciences (General) |
Depositing User: | Alkaf |
Date Deposited: | 17 Mar 2021 04:06 |
Last Modified: | 17 Mar 2021 04:06 |
URI: | http://eprints.uniska-bjm.ac.id/id/eprint/4430 |
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