Sari, Jihan Novianti Purnama and Sumarno, Dwi Agus (2025) PENGARUH KUALITAS PELAYANAN DAN PROSEDUR ADMINISTRASI DPMPTSP TERHADAP KEPUASAN MASYARAKAT DI KOTA PANGKALPINANG PROVINSI BANGKA BELITUNG. Diploma thesis, IPDN.
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Abstract
ABSTRACT Problem Statement/Background(GAP): The background of this research is based on the importance of improving public service quality and simplifying administrative procedures in order to create greater public satisfaction with the performance of government agencies, particularly in services related to licensing and non-licensing, meanwhile, there are still suspected cases of illegal levies and unresponsive service from the service officers. The research method used is a quantitative method with a descriptive quantitative approach. Purpose: This study aims to determine the influence of service quality on community satisfaction and the influence of administrative procedures on community satisfaction at the Investment and One-Stop Integrated Services Agency (DPMPTSP) of Pangkalpinang City, Bangka Belitung Islands Province. Method: The population in this study includes all users of services provided by DPMPTSP Pangkalpinang City. The sample consisted of 100 respondents, selected using probability sampling techniques. Data were collected through the distribution of questionnaires using a Likert scale. Data analysis was conducted using multiple linear regression, assisted by SPSS version 26.0. Validity and reliability tests were conducted first to ensure that the research instrument was appropriate for use, followed by classical assumption tests, simultaneous test (F-test), partial test (t-test), and analysis of the coefficient of determination (R²). Result: The research findings indicate that service quality has a positive influence on community satisfaction, as demonstrated by the t-test and multiple linear regression analysis, with the resulting regression equation: Y=3.708+0.281X1+0.527X2Y = 3.708 + 0.281X_1 + 0.527X_2Y=3.708+0.281X1+0.527X2. The t-test for service quality showed tcount=3.285>ttable=1.99656t_{\text{count}} = 3.285 > t_{\text{table}} = 1.99656tcount=3.285>ttable=1.99656, with a significance level of 0.002 < 0.05, indicating a significant effect on community satisfaction. Administrative procedures also have a positive effect on community satisfaction, with tcount=5.553>ttable=1.99656t_{\text{count}} = 5.553 > t_{\text{table}} = 1.99656tcount=5.553>ttable=1.99656, and a significance value of 0.000 < 0.05, also indicating a significant influence. Simultaneously, service quality and administrative procedures together have a significant influence on community satisfaction, as shown by the F-test result of Fcount=51.954>Ftable=3.32F_{\text{count}} = 51.954 > F_{\text{table}} = 3.32Fcount=51.954>Ftable=3.32, with a significance level of 0.000 < 0.05. The coefficient of determination (R²) is 0.637, which means that 63.7% of the variation in community satisfaction is explained by the two independent variables. Conclusion: improving service quality and enhancing administrative procedures have a positive and significant simultaneous effect on increasing public satisfaction with services provided by DPMPTSP Pangkalpinang City. It is recommended that the agency continue to improve the competence of service officers, accelerate administrative processes, and provide a more efficient, transparent, and technology-based service system to support ongoing public service improvements. Keywords: Service Quality, Administrative Procedures, Public Satisfaction, DPMPTSP, Pangkalpinang City. ABSTRAK Permasalahan/Latar Belakang (GAP): Latar belakang penelitian ini dilandasi oleh pentingnya peningkatan kualitas pelayanan publik dan penyederhanaan prosedur administrasi dalam rangka menciptakan kepuasan masyarakat terhadap kinerja instansi pemerintah, khususnya yang berkaitan dengan pelayanan perizinan dan non-perizinan, sementara itu masih terdapat dugaan kasus pungli dan pelayanan yang kurang responsive dari petugas pelayanan. Tujuan: Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan masyarakat, pengaruh prosedur administrasi terhadap kepuasan masyarakat pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kota Pangkalpinang Provinsi Kepulauan Bangka Belitung. Metode: Penelitian ini menggunakan metode kuantitatif dengan pendekatan deskriptif kuantitatif. Populasi dalam penelitian ini adalah seluruh masyarakat pengguna layanan DPMPTSP Kota Pangkalpinang. Sampel penelitian berjumlah 100 responden yang dipilih menggunakan teknik probability sampling. Pengumpulan data dilakukan melalui penyebaran kuesioner dengan menggunakan skala Likert. Analisis data menggunakan regresi linear berganda dengan bantuan perangkat lunak SPSS versi 26.0. Uji validitas dan reliabilitas dilakukan terlebih dahulu untuk memastikan instrumen penelitian layak digunakan, diikuti oleh uji asumsi klasik, uji simultan (uji F), uji parsial (uji t), dan koefisien determinasi (R²). Hasil/Temuan: Dari hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh positif terhadap variabel kepuasan masyarakat yang ditunjukkan dari hasil uji t dan regresi linier berganda dengan nilai persamaan regresi yang diperoleh adalah: Y=3,708+0,281X1+0,527X2 dan hasil Uji t Kualitas Pelayanan : t_hitung = 3,285 > t_tabel = 1,99656, dan signifikansi 0,002 < 0,05 → sehingga berpengaruh signifikan terhadap kepuasan masyarakat. Prosedur administrasi memiliki pengaruh positif terhadap variabel kepuasan masyarakat dengan hasil uji t hitung = 5,553 > t_tabel = 1,99656, dan signifikansi 0,000 < 0,05 → sehingga berpengaruh signifikan terhadap kepuasan masyarakat. Kualitas pelayanan dan prosedur administrasi secara bersama-sama memiliki pengaruh yang signifikan atau secara simultan berpengaruh terhadap kepuasan masyarakat dengan Uji F yang menunjukkan hasil Nilai Fhitung = 51,954 > Ftabel = 3,32 dengan signifikansi 0,000 < 0,05 dan determinasi nilai R² = 0,637 atau sebesar 63,7% ( enam puluh tiga koma tujuh persen). Kesimpulan: Peningkatan kualitas pelayanan dan perbaikan prosedur administrasi secara signifikan dan bersama-sama memiliki pengaruh yang positif dan mampu meningkatkan kepuasan masyarakat terhadap pelayanan publik di lingkungan DPMPTSP Kota Pangkalpinang. Oleh karena itu, instansi terkait disarankan untuk terus meningkatkan kompetensi petugas pelayanan, mempercepat proses administrasi, serta menyediakan sistem pelayanan yang lebih efisien, transparan, dan berbasis teknologi. Kata Kunci: Kualitas Pelayanan, Prosedur Administrasi, Kepuasan Masyarakat, DPMPTSP, Kota Pangkalpinang.
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics |
| Divisions: | Faculty of Goverment Management > Local Government Administration |
| Depositing User: | Administrasi Pemerintahan Daerah FMP |
| Date Deposited: | 03 Jun 2025 03:41 |
| Last Modified: | 03 Jun 2025 03:41 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/23911 |
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