Pengaruh Kualitas Pelayanan Publik Kantor Camat Kecamatan Keluang Terhadap Kepuasan Masyarakat

Abstract

This study aims to analyze the effect of public service quality on community satisfaction at the Sub-District Office of Keluang. The research is grounded in the importance of high-quality public services as a key pillar of good governance. A quantitative approach was used with a survey method and purposive sampling technique involving 70 respondents who had accessed services at the Keluang Sub-District Office. Data were collected using a Likert-scale questionnaire and analyzed through simple linear regression with the assistance of SPSS version 26.0. The results show that service quality—measured through the five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy)—has a positive and significant effect on community satisfaction. The regression coefficient was 0.411 with a significance value of 0.000. A correlation coefficient of 0.892 indicates a very strong relationship between service quality and satisfaction, while the coefficient of determination (R²) of 0.795 suggests that 79.5% of the variation in community satisfaction is explained by service quality. These findings highlight the importance of improving public service quality, developing staff competencies, and enhancing supporting facilities to increase public satisfaction.