EFENDI, RUSLAN (2025) Pengaruh Kualitas Pelayanan Dan Lokasi Pelayanan Terhadap Kepuasan Masyarakat Di Kantor Kelurahan Nanga Bulik Kecamatan Bulik Kabupaten Lamandau Provinsi Kalimantan Tengah. Masters thesis, Universitas Terbuka.
TAPM_RUSLAN EFENDI_530050172_MAP - Copy.pdf
Download (2MB) | Preview
Abstract
The Nanga Bulik Village Office in Lamandau Regency, Central Kalimantan Province faces problems related to the quality and location of services that are considered not yet optimal. This study aims to determine the effect of Service Quality and Service Location on Community Satisfaction at tñej Nanga Bulik Village Office. The type of research used is quantitative associative, with a population of 174 people and a sample of 64 respondents determined using the Slovin formula and the simple random sampling technique. Data were collected through questionnaires and documentation, while data analysis was carried out using multiple linear regression analysis through the SmartPLS version 3.2.9 program. The results showed that: (1) Service Quality has a positive and significant effect on Community Satisfaction with a coefficient of 0.470; (2) Service Location has a positive and significant effect on Community Satisfaction with a coefficient of 0.388; and (3) Service Quality and Service Location simultaneously have a significant effect on Community Satisfaction. The conclusion of this study confirms that improving prompt and responsive service, supported by an easily accessible location. increases community satisfaction. The suggestion is that the village office should improve staff reliability, enhance facilities and infrastructure, and evaluate the service location to make it more strategic and accessible to the public.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Service Location, Community Satisfaction |
| Subjects: | 300 Social Science > 350-359 Public Administration and Military Science (Administrasi Negara dan Ilmu Kemiliteran) > 351 Public Administration (Administrasi Negara) 600 Technology and Applied Sciences > 650-659 Management and Auxiliary Service (Manajemen dan Ilmu yang Berkaitan) > 658.812 Customer Satisfaction/TQM/Quality Of Service (Kepuasan Pelanggan) |
| Divisions: | Tugas Akhir Program Magister (TAPM) > Magister Ilmu Administrasi Publik |
| Depositing User: | Sekolah Pascasarjana UT |
| Date Deposited: | 05 Oct 2026 02:17 |
| Last Modified: | 05 Oct 2026 07:25 |
| URI: | https://repository.ut.ac.id/id/eprint/13037 |
