Elsha Natalia, - (2024) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI DINAS PENDIDIKAN KABUPATEN BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Penelitian ini berjudul “Pengaruh Kualitas Pelayanan terhadap Kepuasan Masyarakat di Dinas Pendidikan Kabupaten Bandung”. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan surat keterangan ijazah terhadap kepuasan masyarakat di Dinas Pendidikan Kabupaten Bandung. Metode yang digunakan dalam penelitian ini yaitu metode deskriptif kuantitatif. Teknik pengumpulan data dengan observasi, dokumentasi, dan penyebaran kuesioner selama dua bulan kepada masyarakat yang membuat surat keterangan ijazah di Dinas Pendidikan Kabupaten Bandung dengan menggunakan teknik accidental sampling. Hasil perhitungan dengan menggunakan WMS (Weight Means Score), menunjukkan bahwa kualitas pelayanan termasuk pada kategori sangat baik dengan skor 4,11, dan kepuasan masyarakat menunjukkan pada kategori sangat puas dengan skor 4,19. Hasil pengujian hipotesis dengan uji korelasi yaitu 0,718 termasuk pada kategori kuat, hal tersebut menunjukkan bahwa adanya hubungan yang kuat antara variabel X (Kualitas Pelayanan) dan Variabel Y (Kepuasan Masyarakat). Kemudian hasil uji determinasi yaitu 51,5%, menunjukkan bahwa 51,5% kepuasan masyarakat ditentukan oleh kualitas pelayanan, dan 48,5% sisanya ditentukan oleh faktor lain. Kemudian hasil uji signifikansi 0,000 < 0,05, dan nilai perbandingan t hitung dengan t tabel yaitu 7,359 > 1,675, sehingga menghasilkan kesimpulan bahwa terdapat pengaruh yang positif dan signifikan dari kualitas pelayanan surat keterangan ijazah di Dinas Pendidikan Kabupaten Bandung terhadap kepuasan masyarakat Kabupaten Bandung. This research is entitled "The Influence of Service Quality on Community Satisfaction at the Bandung Regency Education Office". This research aims to determine the influence of the quality of diploma certificate services on community satisfaction at the Bandung Regency Education Office. The method used in this research is a quantitative descriptive method. Data collection techniques using observation, documentation, and distributing questionnaires for two months to people who made certificates at the Bandung Regency Education Office using accidental sampling techniques. The results of calculations using WMS (Weight Means Score) show that service quality is in the very good category with a score of 4.11, and public satisfaction shows that it is in the very satisfied category with a score of 4.19. The results of hypothesis testing with a correlation test, namely 0.718, are included in the strong category, this shows that there is a strong relationship between variable X (Service Quality) and Variable Y (Public Satisfaction). Then the results of the determination test, namely 51.5%, show that 51.5% of public satisfaction is determined by service quality, and the remaining 48.5% is determined by other factors. Then the results of the significance test were 0.000 < 0.05, and the comparison value of t calculated with t table was 7.359 > 1.675, resulting in the conclusion that there was a positive and significant influence from the quality of diploma certificate services at the Bandung Regency Education Office on the satisfaction of the people of Bandung Regency.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?view_op=search_authors&mauthors ID SINTA Dosen Pembimbing Nugraha Suharto: 6121505 Deni Kadarsah: 6798645 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Masyarakat Service Quality, Community Satisfaction |
| Subjects: | L Education > L Education (General) L Education > LB Theory and practice of education |
| Divisions: | Fakultas Ilmu Pendidikan > Administrasi Pendidikan |
| Depositing User: | Elsha Natalia |
| Date Deposited: | 05 Sep 2024 15:51 |
| Last Modified: | 05 Sep 2024 15:51 |
| URI: | http://repository.upi.edu/id/eprint/122871 |
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