ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP VOICE (EKSPRESI KETIDAKPUASAN) MASYARAKAT DI SEKTOR ADMINISTRASI KEPENDUDUKAN
| Main Author: | Neris, Florianus; Universitas Tribhuwana Tunggadewi |
|---|---|
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Fakultas Ilmu Sosial dan Ilmu Politik
|
| Online Access: |
http://publikasi.unitri.ac.id/index.php/fisip/article/view/284 http://publikasi.unitri.ac.id/index.php/fisip/article/view/284/311 |
Daftar Isi:
- Providing the high quality service faced to the globalization challenge and the condition is not still sufficient yet related to the public need, the is an unsatisfaction so that the administration preparation is needed. This type of research used quantitative method, also purposive sampling. The research instrument are observation, questionnaires, documentation also literatures. The data analysis is consisted of multiple linear regression, F-test and t-test. The result is the service that consisted of tangible, reliability, responsiveness, assurance, and empathy simultaneously negative effect in voice (expression of dissatisfaction). The linear regression equation, Y= 26,760 + (-0,298)X1 + (-0,226)X2 + (-0,485)X3 + (-0,189)X4 + (-0,274)X5 + 1,904. From the F test result indicate the quality of service is a significant negative effect in the voice (expression of dissatisfaction) with a significant level 0,000. While the result of the t-test, all variables have the significant influence in voice (expression of dissatisfaction) with sigificant tangible level of 0,001 (0,1%), reliability of 0,008 (0,8%), responsiveness 0,000 (0%), assurance amounted to 0,006 (0,6%), and empathy 0,001 (0,1%). Key words: Quality, Service, Voice