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RELATIONSHIP BETWEEN SERVICE QUALITY OF BUILDING LICENSE AND COMMUNITY SATISFACTION

The main function of public services is to serve administratively to the community and provide
excellent service to meet the expectations of the community. However, public service by the
state apparatus is still a strategic issue, because the level of quality of public service
performance will determine the good or bad of service to the public and in turn will determine
the image of the state apparatus. This is said so because there are still many complaints from
the public regarding the low performance of services provided by local governments, both in
terms of licensing services. Therefore, to determine the quality of public service performance,
it is necessary to have data on the assessment of service performance based on public opinion,
one of which is through public satisfaction. This study aims to determine the role of service
quality on public satisfaction related to building permits. There are 100 people who have used
building permits as respondents in this study with the sample technique using purposive
sampling. Primary data was processed using linear regression with the help of SPSS version
26 software. From the results of this study, it was found that public satisfaction was
significantly influenced by service quality. These results prove that indicators related to service
quality consisting of physical evidence, reliability, responsiveness, assurance, empathy can
affect public satisfaction.
Keywords: service quality, public satisfaction, public service, building permit.

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Detail Information
Series Title
Relationship Between Service Quality of Building License and Community Satisfaction
Call Number
Pemasaran.
Publisher
Metromedia : Journal of Science, Technology and Society (SICO).,
Collation
Halaman : 11-18
Language
English
ISBN/ISSN
2964-4410
Classification
Pemasaran.
Content Type
-
Media Type
-
Carrier Type
-
Edition
Vol. 2 No. 1
Subject(s)
-
Specific Detail Info
-
Statement of Responsibility
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