PENGARUH FAKTOR-FAKTOR PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DALAM LAYANAN ANTAR DAN AMBIL BARANG BUKTI DI KEJAKSAAN NEGERI BANYUWANGI

Galih Tri Widodo; Yuniorita Indah Handayani; Lia Rachmawati

doi:10.51903/bet5b808

Authors

Galih Tri Widodo Institut Teknologi dan Sains Mandala
Yuniorita Indah Handayani Institut Teknologi dan Sains Mandala
Lia Rachmawati Institut Teknologi dan Sains Mandala

DOI:

https://doi.org/10.51903/bet5b808

Keywords:

service quality, service procedures, policy implementation, staff competence, service transparency

Abstract

The objective of this study is to examine how the quality of discussion, service procedures, policy implementation, staff competence and service transparency affect the population's satisfaction with the provision and receipt of information. The data were collected using quantitative descriptive methods such as observation, questionnaires, interviews and documentation. Multiple linear regression was used to assess the suitability of the model. The model was then tested for its validity, reliability and compliance with classical assumptions. The results of the study show that each of the independent variables has both a partial and significant positive effect on population satisfaction. The implementation of policies that ensure service transparency, staff competence, service procedures and service quality has the greatest impact. These results support the idea that the integration of these five elements is vital to creating a public service system that is responsive, transparent and aimed at public satisfaction.

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