PENGARUH KUALITAS PELAYANAN ADMINISTRASI DALAM PEMBUATAN PASPORT TERHADAP KEPUASAN MASYARAKAT

Abstract

Abstrack: Based on the results of the research and discussion by using multiple linear regression analysis can be concluded as follows: 1) The quality of administrative services in making passports which include tangibles, reliability, responsiveness, assurance, Empathy, are in the good category and community satisfaction is in the high category. 2) Quality of administrative services in the manufacture of passports which include tangibles, reliability, responsiveness, assurance, and empathy variables are partially on community satisfaction. 4) Responsiveness has a dominant influence to the community satisfaction. These results are indicated by the tangibles regression coefficient of 0.218, reliability of 0.156, responsiveness of 0.545, assurance of 0.141 and empathy of 0.147. Therefore it can be concluded that the variable responsiveness has a dominant influence to the community satisfaction.

Keywords: physical evidence, reliability, responsiveness, assurance, empathy, partially and simultaneously dimensions.

Abstrak : Berdasarkan hasil penelitian dan pembahasan dengan  menggunakan analisisi pengaruh kualitas pelayanan administrasi dalam pembuatan pasport terhadap kepuasan masyarakat. Penelitian ini menggunakan metode deskriptif dengan pendekatan kuantitatif. Populasi adalah pengguna layanan pada Kantor Imigrasi Kelas 1 Malang. Berdasarkan hasil penelitian: 1) Kualitas pelayanan administrasi dalam pembuatan pasport yang meliputi variabel tangibles, reliability, responsiveness, assurance, Empathy masuk dalam kategori baik dan kepuasan masyarakat masuk dalam kategori tinggi. 2) Kualitas pelayanan administrasi dalam pembuatan pasport yang meliputi variabel tangibles, reliability, responsiveness, assurance, Empathy berpengaruh secara parsial terhadap kepuasan masyarakat.. Hasil tersebut ditunjukkan dengan nilai koefisien regresi tangibles yaitu sebesar 0,218, reliability sebesar 0,156, responsiveness sebesar 0,545, assurance sebesar 0,141 dan empathy sebesar 0,147. Jadi dengan demikian dapat disimpulkan bahwa variabel responsiveness (daya tanggap) mempunyai pengaruh dominan terhadap kepuasan masyarakat.

Kata Kunci : tangibles, reliability, responsiveness, assurance, Empathy, berpengaruh secara parsial dan simultan.