Record Detail

The quality of service offered by this government agency significantly influences the
satisfaction level of the Tanjung Priok District community. This study focuses on the
agency's role in issuing E-KTP (electronic identity cards). This study aims to assess
how the quality of service and officer performance individually and collectively impact
community satisfaction in the process of obtaining E-KTP in Tanjung Priok District.

The study employs a quantitative approach, focusing on individuals who utilized E-
KTP services in the Tanjung Priok District, with a sample size of 96 participants. The

results of the study indicate that service quality has a significant impact on
community satisfaction. Specifically, officer performance also affects community
satisfaction, with a 40% influence. Moreover, both service quality and officer
performance collectively contribute to community satisfaction, accounting for an
additional 40% influence. Additionally, the process of obtaining an E-KTP in Tanjung
Priok District has a 40% influence on community satisfaction as well.