Pengaruh Kualitas Pelayanan terhadap Kepuasan Masyarakat dalam Pelayanan Administrasi Kependudukan pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Padang Lawas Utara

Abstract

Public service is one of the 8 (eight) areas of change in the Grand Design of Bureaucratic Reform 2010 - 2025, with the aim of improving the quality of public service by the end of the reform period. Population administration (adminduk) is an important type of public service (Wiryanto, 2020). Padang Lawas Utara Regency itself is one of the new autonomous regions in North Sumatra Province. As a result, the government of Padang Lawas Utara regency is demanded to beable to provide higher quality services aimed at community satisfaction. However, there are still several issues that become obstacles in meeting community satisfaction, including: first, low adherence to service standards; second, lack of employee empathy in providing services; third, lack of information related to services; the fourth problem is the lack of a Community Satisfaction Survey. This research employs quantitative method to determine the effects of variable of service quality (X) on community satisfaction (}?. Based on the calculations, it is found that the sample in this research included a total of 80 people who receive population administration services at the Population and Civil Registry Office of Padang Lawas Utara Regency. The technique applied for data collection is the use of questionnaires. The data analysis used is descriptive statistical analysis and inferential statistical analysis. The results indicate that quality of service has positive and significant effects on community satisfaction in the population administration services at Population and Civil Registry Office of Padang Lawas Utara Regency, with community satisfaction of 58.7 percent affected by quality of the services provided by the Population and Civil Registry Office of Padang Lawas Utara Regency,while 41.3 percent are influenced by other aspects excluded from this research.