Pengaruh Dimensi Servicescape Terhadap Kepuasan Masyarakat Pada Kantor Kecamatan Tempeh Kabupaten Lumajang

Abstrak

The main purpose of public services is community satisfaction. This satisfaction can be realized if the services provided are in accordance with the established service standards or better than
the service standards. The community is also increasingly critical of observing the services provided, so this is the background of this research to find out what the expectations of the community are from the perspective of the servicescape dimension of the place of service. This study aims to determine the effect of servicescape dimensions on community satisfaction at the Tempeh District Office, Lumajang Regency. The research method used is associative quantitative research. Data were collected through questionnaires with a population of 625 people using accidental sampling technique, so the number of samples in this study was 60
respondents. Hypothesis testing is done by using multiple regression analysis techniques. After partial testing or t-test, the following results were obtained: 1) environmental conditions did
not affect community satisfaction at the Tempeh District Office, 2) spatial layout and functionality affected community satisfaction at the District Office 3) signs, symbols, and artifacts influence on community satisfaction at the Tempeh District Office, Lumajang
Regency, 4) The coefficient of determination R² is 0.375. This means that 37.5% of community satisfaction can be explained by the variables of the surrounding environment, spatial layout and functionality, as well as signs, symbols, and artifacts.