Faktor-Faktor Yang Mempengaruhi Kualitas Pelayanan Publik Pada Kantor Kelurahan Bahu Kecamatan Malalayang Kota Manado
Abstrak: The quality
of public services
is the actual
issues that are
important in the
era of bureaucratic reform in
Indonesia today, including
in the area
of Bahu village
district. Malalayang Manado.
The formulation of the
problem, namely the
factors that influence
the quality of
public services at
the Village Office Shoulder.
The aim of
this study was
to determine the
factors associated with
the quality of
public service employees in the Village Shoulder. Public service
is a process
of assistance to
others in ways
that require particular
sensitivity and interpersonal relationships
to create satisfaction
and success. Factors
to be examined
Public Service is covering
the Organizational Structure
(X1), Ability Apparatus
(X2) and System
Services (X3). While
the Public Satisfaction (Y) is feeling happy or upset someone as a
result of a comparison between the perceived performance with that expected. The method
used is qualitative
method. Data collected
through surveys, interviews
and questionnaires (questionnaire) in
95 households as
respondents. Data were
analyzed using Multiple
Linear Regression Analysis, Correlation
Coefficient and Coefficient
of Determination, and
Hypothesis Testing simultaneously with F test and partially by t
test at significance level α = 0.1. Based
on the results
of hypothesis testing
with Multiple Linear
Regression Analysis equation
Y = 11.232 +
0.298 X1 +
0.138 X2 +
0.122 X3. The
value of coefficient
of determination (R2)
= 46.7% and
the correlation coefficient (R)
= 21.9%, which
indicates that factors
such as the
organizational structure of public services, the ability of the
apparatus and system service has a relationship as well as the proportion of contribution
or donation to the satisfaction of the people , While Hypothesis simultaneously
produces a value of F =
8.482 greater than
F table =
3.10. While partially
produce tcount each
variable: 4.268; 1.860
and 1.712 greater than the value of table = 1.66; so the hypothesis can
be accepted. Then, based on
the calculation above
it can be
concluded that factors
such as the
Public Service Quality Organizational Structure,
Apparatus and System
Services Capabilities can
affect Community Satisfaction. So
it is suggested
to the leadership
of the Village
Office Shoulder and
relevant Government agencies to
pay attention to and improve
these factors in
order to increase
public satisfaction Shoulder village.
Keywords: quality
of public services,
organizational structure, the
ability of the
apparatus, system service, community satisfaction
Penulis: Deyvy Setiawan
Bawole, Daicy Lengkong, Burhanuddin Kiyai
Kode Jurnal: jpadministrasinegaradd150889
