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Pengaruh Kualitas Pelayanan Dan Kinerja Petugas Terhadap Kepuasan Masyarakat Dalam Pembuatan E-KTP Di Kecamatan Tanjung Priok

Dosen Pembimbing: Dr. Eka Rofiyanti, S.A.P., M.Si. ; Suprapti Widiasih, SE. MA | Abstrak: The quality of service offered by this gove ment 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.

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S250033
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Detail Information
Series Title
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Call Number
SKR AP 2025
Publisher
Jakarta : Institut STIAMI.,
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Language
ISBN/ISSN
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Classification
Administrasi Publik
Content Type
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Media Type
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Carrier Type
-
Edition
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Subject(s)
Service quality, Performance, Public Satisfaction,
Specific Detail Info
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Statement of Responsibility
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