Pengaruh Kualitas Pelayanan Administrasi terhadap Kepuasan Masyarakat di Desa Sajang, Kecamatan Sembalun, Kabupaten Lombok Timur

Abstract

Village administrative services are an essential form of public service that plays an important role in meeting community needs. Good service quality is expected to improve community satisfaction as service users. This study aims to analyze the effect of administrative service quality on community satisfaction in Sajang Village, Sembalun District, East Lombok Regency. This research employed a quantitative method with a survey approach. The population consisted of all residents of Sajang Village who had received administrative services, with a sample of 100 respondents selected using purposive sampling. Data were collected through questionnaires based on five service quality dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Data analysis techniques included descriptive analysis and simple linear regression.
The results indicate that the quality of administrative services is categorized as good with an average score of 3.87, while community satisfaction is categorized as satisfied with an average score of 3.87. Regression analysis shows that service quality has a positive and significant effect on community satisfaction with a significance value of 0.000 < 0.05 and a coefficient of determination of 53.8%. This implies that improving administrative service quality can significantly increase community satisfaction. This study recommends enhancing village officials’ competencies, improving facilities and infrastructure, and increasing responsiveness to achieve optimal public services.