THE INFLUENCE OF SERVICE QUALITY ON COMMUNITY SATISFACTION IN THE MAKING OF E-KTP IN LUMAJANG REGENCY

Tomy Ernawati; Suwignyo Widagdo; Yuniorita Indah Handayani

doi:10.31967/mba.v4i2.510

Tomy Ernawati STIE Mandala
Suwignyo Widagdo STIE Mandala
Yuniorita Indah Handayani STIE Mandala

DOI: https://doi.org/10.31967/mba.v4i2.510

Abstract

This study aims to determine the quality of services to community satisfaction for making EKTP in Sumbersuko District, Lumajang Regency. This research was conducted in Sumbersuko
District, Lumajang Regency. The population in this study is the people in Sumbersuko
Subdistrict who already have E-KTP with totaling 27,306 people. The sampling method uses
simple random sampling with questionnaire distribution techniques. The number of samples in
this study was 125 respondents spread in Sumbersuko District. The method of data analysis in
this study used multiple linear regression analysis with the help of SPSS 20.0 software. Based on
the results of data analysis shows that the variable responsiveness, assurance, and empathy have
a significant effect on community satisfaction with the value of the influence of respectively
27.3%, 30.5%, and 14.3%. While the tangible and reliability variables did not significantly
influence community satisfaction in making E-KTP in Sumbersuko District, Lumajang Regency.
This result also shows that the assurance variable is the most dominant variable influencing
community satisfaction in making E-KTP in Sumbersuko District, Lumajang Regency.
Keyword: Service Quality, Community Satisfaction, E-KTP