ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN MASYARAKAT PADA LAYANAN JASA DINAS KETENAGAKERJAAN, KOPERASI DAN USAHA KECIL DAN MENENGAH KABUPATEN KARO

Abstrak

This study aims to analyze the factors that influence community satisfaction in the services of the Manpower Office, Cooperatives and Small and Medium Enterprises in Karo Regency. Data was collected by interviewing the community, direct observation and distributing questionnaires to the community. The
population in this study were 10,871 people. The sample used in this study were 100 people. The results of the partial test showed that the quality variable was large tcount > ttable (3.904 > 1.661) and a significant value of 0.000 < 0.05, the service quality variable was large tcount > ttable (3.559 > 1.661) and a significant value of 0.001 < 0.05, the variable the physical environment is large tcount > ttable (2.860 > 1.661) and the significant value is 0.005 <0.05 and the service completion time variable is large tcount > ttable (3.228) and the significant value is 0.002 < 0.05. The results of the t-test can be concluded Quality of results , Service quality, physical environment and service completion time partially have a positive and significant impact on community satisfaction in the services of the Department of Manpower, Cooperatives and Small and Medium Enterprises in Karo Regency. The results of the analysis of the coefficient of determination (R2) obtained Adjusted R Square values of 0.465 or 46.5%. It means that the quality of results, service quality, physical environment and service completion time affect community satisfaction by 46.5%, while the remaining 53.5% is influenced by other variables not examined in this study.