Pengaruh Kualitas Pelayanan Publik terhadap Kepuasaan Masyarakat pada Kantor Camat Telanaipura Kota Jambi

Abstract

This study aims to analyze the influence of public service quality on community satisfaction at the Telanaipura District Office in Jambi City, a topic prompted by suboptimal performance regarding staff, facilities and infrastructure, and procedural clarity. An associative quantitative research method was employed, utilizing a sample of 164 respondents determined via the Slovin formula. Data analysis was conducted using simple linear regression with SPSS. Descriptive analysis results indicate that within the service quality variable (X), the highest score was for waiting room comfort (tangibles), while the lowest was for staff response speed (responsiveness). Regarding the community satisfaction variable (Y), the highest score was for supporting facilities. The t-test results showed a significance value of 0.000 (< 0.05) and a calculated t-value of 18.245 (> t-table 1.654), indicating that public service quality has a positive and significant effect on community satisfaction. The resulting regression equation features a constant of 12.525 and a regression coefficient of 0.425.