Pengaruh Pelayanan Prima Terhadap Kepuasan Masyarakat

Abstract

Excellent service is a key factor determining public satisfaction with public services. This study aims to analyze the influence of excellent service on public satisfaction and identify the service aspects that contribute most to increasing user satisfaction. The study used a quantitative approach with a survey method. Data were collected through questionnaires distributed to members of the public who had previously received services from the institutions being studied. The independent variable in this study was excellent service, measured through the dimensions of service speed, accuracy, staff friendliness, competence, ease of procedures, and facility comfort. The dependent variable was public satisfaction, measured based on the degree of congruence between expectations and the service received. Data were analyzed using validity tests, reliability tests, simple linear regression analysis, t-tests, and coefficients of determination to determine the extent of the influence of excellent service on public satisfaction. The results showed that excellent service had a positive and significant effect on public satisfaction. The better the quality of service provided, the higher the level of public satisfaction. The dimensions of staff friendliness, speed of service, and ease of procedures were the most dominant factors in shaping public satisfaction. This study concludes that improving the quality of excellent service should be a priority for every public service provider. Efforts that can be made include improving the competence of government officials, accelerating service processes, simplifying procedures, improving facilities and infrastructure, and building a service culture oriented toward community needs. This will increase public trust in government agencies along with the improved quality of service provided.