PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI BIDANG PENGUJIAN KENDARAAN BERMOTOR PADA DINAS PERHUBUNGAN KABUPATEN TAPANULI UTARA

Abstract

This study aims to determine the effect of service quality on community satisfaction in the field of motor vehicle testing at the North Tapanuli Regency Transportation Service, as many as 96 people. The data collection tools used are observation, interviews, and questionnaires. Calculating the closeness of the relationship between variables using a simple correlation coefficient, the results show that from the results of the analysis and discussion it can be seen that there is a positive relationship between Service Quality (X) and Community Satisfaction (Y) with a correlation value of 0.723 which means Service Quality (X) is strong. affect Community Satisfaction (Y). Based on the analysis and discussion obtained t_count of 6.118. In accordance with the test requirements that t_count 6.118 > t_table 2.570. This means that the service quality variable (X) has a positive and significant influence on community satisfaction in the field of motorized vehicle testing at the North Tapanuli Regency Transportation Service. Thus, Ha is accepted and H0 is rejected. So it can be concluded that service quality has a positive and significant effect on community satisfaction in the field of motorized vehicle testing at the North Tapanuli Regency Transportation Service.