Relationship Between Service Quality of Building License and Community Satisfaction
Keywords:
service quality, public satisfaction, public service, building permitAbstract
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.
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