Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pengguna Jasa Konsultan Di Lingkungan Pemerintah Kota Malang

Abstract

The purpose of this research are: 1) Knowing the existence of service quality can increase the satisfaction of consultant service users in the Malang City Government; 2) to test and analyze whether the service quality including  tangibles, reliability, responsiveness, assurance, empathy, and zero defect variables in consultant service users in the Malang City Gouverment; 3) to test whether the service quality which is including tangibles, reliability, responsiveness, assurance, empathy, and zero defect variables in consultant service users in the Malang City Gouverment; 4) to choose and analyze which tangibles, reliability, responsiveness, assurance, empathy, and zero defect variables that most influencing to the consultant service users in the Malang City Gouverment satisfaction. This research is a survey research by collecting primary and also secondary data by interviewing, observing, giving kuisioner, and also study book.The amount of the sample in this research are 95 people who are choosen from the population by using Issac and Michael Table. Statistic analysis in this research is using Statistical Package for Social Sience (SPSS) 16,0 for windows. The result of the research are; (1) Existence of Service Quality provided by service providers (CV. MPC) can increase service user satisfaction in Malang City Government environment because it includes Tangibles, Reliability, Responsiveness, Assurance, Empathy, and Zero defect variables can provide an overview of the answers of users services that answer all questions in percentage answer are satisfied enough to be very satisfied with greater if appealed which answers very dissatisfied until dissatisfied, (2) Six variables of service quality approach together have a significant / significant effect on user satisfaction services in Malang City Government, (3) There are 2 service quality variables that have a significant influence on the satisfaction of Consultant Service users in the Malang City Government environment, namely the Responsiveness variable and zero defects variable, and there are four service quality variables that have less meaningful effects, namely variables tangible, reliability, assurance and empathy, (4). Variable zero defects service quality at the satisfaction of users of consultant services in the Malang City Government having a dominant influence.