PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT (DI DINAS PERTANAHAN DAN TATA RUANG KABUPATEN SLEMAN)

BHRE NDRIA WIDJAJANI, 22314180 (2026) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT (DI DINAS PERTANAHAN DAN TATA RUANG KABUPATEN SLEMAN). Diploma thesis, Politeknik Agraria STPN.

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Abstract

Service Quality is one of the factors that affect public satisfaction, evidenced by problems such as the completion time that is not in accordance with the provisions, complicated procedures, lack of explanation of costs and incompetent officers. Although the value of the Community Satisfaction Index (IKM) at the Sleman Regency Land and Spatial Planning Office is already in the good category, it has not yet explained the specific factors that affect the level of public satisfaction. This research aims to analyse the level of public satisfaction with the quality of service provided by the Sleman Regency Land and Spatial Planning Office. In this study, as many as 60 respondents were used by using the Probability Sampling method with a Random Sampling approach, using the Likert Scale measurement. Data analysis method using Validity Test, Reliability Test, Normality Test (Kolmogorov-Smirnov), Heteroskedasticity Test (Glacier Test), Linearity Test, Simple Linear Regression Test, t Test and Determination Coefficient (R 2). The research results according to the IKM Survey show a score of 90.92 which is included in the "Very Good" category and based on the results of the data analysis test concluded that Service Quality has a significant and positive influence on Community Satisfaction at the Sleman Regency Land and Spatial Planning Office. This finding reinforces the accepted alternative hypothesis (Ha) and the null hypothesis (H0) rejected. Keywords : Service Quality, Community Satisfaction, Land and Spatial Planning Service, Servqual

Item Type: Thesis (Diploma)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD29 Pertanahan
Divisions: Prodi Diploma IV Pertanahan
Depositing User: yosep ka perpus
Date Deposited: 15 Sep 2026 03:13
Last Modified: 15 Sep 2026 03:13
URI: http://repository.stpn.ac.id/id/eprint/4991

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