Pengaruh Kualitas Pelayanan terhadap Kepuasan Pengguna Layanan E-KTP Pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Lumajang

Abstract

This study is to study the relationship or influence of tangible variables, reliability, responsiveness, assurance and certainty, and empathy for user satisfaction both partially and simultaneously. This study uses primary data obtained from the results of filling out questionnaires for users of E-KTP services at the Lumajang Regency Population and Civil Registration Service which accommodates 90 respondents. The analytical method used in this study is multiple linear regression. The results of multiple linear regression analysis show tangible variables, reliability, responsiveness, assurance and certainty, and empathy has a positive and significant relationship to user satisfaction both partially and simultaneously with determinant cofesiveness of 91.7% can be used by supporting variables as tangible variables, reliability, responsiveness, assurance and certainty, and empathy. While the remaining 8.3% user satisfaction depends on other variables that do not agree in this study. Based on the results of this study, Dinas Kependudukan dan Pencatatan Sipil Kabupaten Lumajang must maintain and improve the quality of its services and improve sustainability to provide better services using satisfied users as expected and also for others.