THE EFFECT OF SERVICE QUALITY ON COMMUNITY SATISFACTION IN TLOGOSARI DISTRICT

Diana Puspita Sari; Supardi -; Yuniorita Indah Handayani

doi:10.31967/mba.v5i2.595

Diana Puspita Sari Master of Managemen, Institute of Technology and Sains Mandala
Supardi -
Yuniorita Indah Handayani Master of Managemen, Institute of Technology and Sains Mandala

DOI: https://doi.org/10.31967/mba.v5i2.595

Abstract

The purpose of this study was to examine and analyze the effects of partially and simultaneously
the dimensions of service quality consisting of reliability, responsiveness, assurance, empathy
and physical evidence on community satisfaction in Tlogosari District, Bondowoso Regency.
This study uses a survey research form with a questionnaire as a data collection tool which is
distributed to 75 (respondents) communities in Tlogosari District by selecting samples by
accidental sampling. Testing is carried out using validity and reliability tests. Data processing
was analyzed using descriptive statistics with multiple linear regression analysis techniques
using SPSS 22.0. Based on the results of the study, it was concluded that there was a significant
influence between reliability, responsiveness of empathy and physical evidence on the
satisfaction of the people of Tlogosari District, while guarantee had no significant effect on the
satisfaction of the people of Tlogosari District. Simultaneously all dimensions of service quality
have a significant effect on community satisfaction in Tlogosari District.
Keywords: service quality, community satisfaction, subdistrict