PENGARUH PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN SIBORONGBORONG KABUPATEN TAPANULI UTARA

Abstract

Public service is all service activities carried out by public service providers as an effort to fulfill public needs and implement the provisions of laws and regulations. In the implementation of public service delivery, the Government apparatus creates prosperity. This study aims to determine and analyze how the quality of public services affects community satisfaction in Siborongborong Village, North Tapanuli Regency. The data analysis method used is the simple correlation analysis method, simple linear regression analysis and t test. The sample in this study was determined using the Slovin formula with an error rate of 10%, namely the people of Siborongborong Market Village, North Tapanuli Regency as many as 100 people. Data obtained from questionnaires distributed to a sample of 100 people obtained a correlation with the results that rcount (0.840) > rtable (0.195) concluded that there is a positive and significant relationship between Public Service Quality (X) and Community Satisfaction (Y) in Siborongborong Village, North Tapanuli Regency. Based on table 3.2 Guidelines for Interpretation of the Correlation Coefficient, the coefficient found of 0.840 is very strong. So there is a very strong relationship between Public Service Quality (X) and Community Satisfaction (Y) in Siborongborong Village, North Tapanuli Regency. R Square is 0.705 or 70.50%.  This shows that the effect of Public Service Quality (X) with Community Satisfaction (Y) in Siborongborong Village, North Tapanuli Regency is 70.50% and the remaining 29.50% is influenced by other factors not discussed in this study. The regression equation is Y = 21,000 + 0.937X. The regression equation above can be explained that if the Quality of Public Services or X = 0, the value of Community Satisfaction or Y will increase by 21,000. The significance of the variable correlation is 15.307. Then the value is compared with the t_table with an error rate of 5% df = n-2 = 98. The t_table value is 1.984. In accordance with the hypothesis testing requirements that t_count (15.307) > t_table (1.984) it can be concluded that Public Service Quality (X) has a positive and significant influence on Community Satisfaction (Y) in Siborongborong Village, North Tapanuli Regency, so the research hypothesis is accepted.