PENGARUH KUALITAS PELAYANAN DAN EFEKTIVITAS APLIKASI LAYANAN ADMINISTRASI KEPENDUDUKAN TERHADAP KEPUASAN MASYARAKAT PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN SUMBAWA

Abstract

This study discusses the Effect of Service Quality and Effectiveness of Population
Administration Service Applications on Community Satisfaction at the Population and
Civil Registry Service in Sumbawa Regency. The purpose of this research consists
of; 1. to analyze the effect of service quality on population administration service
applications on community satisfaction at the Population and Civil Registry Office of
Sumbawa Regency. 2. to analyze the effect of the effectiveness of the population
administration service application on community satisfaction at the Population and
Civil Registry Office of the Sumbawa Regency. 3. to analyze how much influence the
quality of service and the effectiveness of the population administration service
application have on community satisfaction at the Population and Civil Registry Office
of the Sumbawa Regency. Descriptive research methods and associative research methods with a quantitative
approach. The population of this research is the people of Sumbawa Regency. The
sampling technique uses probability sampling with the type of random sampling which
is calculated using the slovin formula, namely 100 respondents. The data collection
method is a questionnaire. Data were analyzed using a Likert scale of 5.
The results of the study found that partially, Service Quality and Effectiveness have a
significant effect on Community Satisfaction. The results of the analysis of the data
obtained in the F test showed that there was a positive and significant influence
between Service Quality and Effectiveness on Disdukcapil Community Satisfaction in
Sumbawa Regency.
Based on these findings, it was concluded that improving the Quality of Service and
the Effectiveness of the Population Administration Service Application can increase
Community Satisfaction. Therefore, it is suggested to the Population and Civil
Registry Office of the Sumbawa Regency to continue to improve service quality,
including increasing application accessibility, processing speed, accuracy and data
security.