Pengaruh Dimensi Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat Desa Karanganom Kecamatan Pasrujambe Kabupaten Lumajang

Abstract

The objective of this research is to study how service quality aspects impact user satisfaction at the Karanganom Village Office, Pasrujambe District, Lumajang Regency. This study employed a quantitative methodology. A non-probability sampling approach and a purposive sampling methodology were used to determine the sample in this study, yielding a total sample of 60 respondents. The respondents of this research are service users at the Karanganom Village Office, Pasrujambe District, Lumajang Regency. The primary data for this research was obtained through the use of questionnaires. Service quality is the independent variable, and customer satisfaction is the dependent variable. Utilizing multiple linear regression analysis, the data was examined. The results of the study show that service aspects, namely physical evidence, reliability, responsiveness, assurance, and empathy, have a significant influence on customer satisfaction, the five dimensions of service quality all affect service user satisfaction at the Karanganom Village Office, Pasrujambe District, Lumajang Regency.