loebis, Wafiq afifah and Suraji, Suraji (2025) PENGARUH KUALITAS PELAYANAN SUPPER CEPATD TERHADAP KEPUASAN MASYARAKAT DI KABUPATEN PESISIR SELATAN PROVINSI SUMATERA BARAT. Diploma thesis, Institut Pemerintahan Dalam Negeri.
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Abstract
ABSTRACT Problem Statement/Background (GAP): This analysis focuses on urgent administrative needs of flood-affected communities in March 2024 for obtaining replacement population documents. Purpose: The work aims to examine the influence of SUPPER CEPATD (Rapid Population Administration Service System in Emergency Response) service quality on community satisfaction in Pesisir Selatan Regency, West Sumatra Province. Method: A quantitative approach with explanatory survey method was employed on 68 service recipients through simple random sampling technique. Data analysis used simple linear regression with SERVQUAL model to measure service quality. Result: Findings show that SUPPER CEPATD service quality is in high category (79.06%) with Assurance as the highest dimension (80.95%) and Responsiveness as the lowest (76.76%). Community satisfaction reaches high category (81.98%) with Confirmation of Expectations dimension (82.50%) higher than Willingness to Recommend (81.47%). Conclusion: there is a significant positive influence of the quality of SUPPER CEPATD services on public satisfaction in Pesisir Selatan Regency. The analysis recommends improving responsiveness aspects, particularly information clarity, while maintaining strengths in document legality assurance and cost transparency. Keywords: Service Quality; Community Satisfaction; Emergency Response; Population Administration ABSTRAK Permasalahan/Latar Belakang (GAP): Fokus kajian pada kebutuhan mendesak masyarakat terdampak bencana banjir Maret 2024 dalam memperoleh dokumen kependudukan pengganti. Tujuan: Menganalisis pengaruh kualitas pelayanan SUPPER CEPATD (Sistem Urusan Pelayanan Kependudukan Gerak Cepat pada Tanggap Darurat) terhadap kepuasan masyarakat di Kabupaten Pesisir Selatan Provinsi Sumatera Barat. Metode: Pendekatan kuantitatif dengan metode survei eksplanatif terhadap 68 responden penerima layanan melalui teknik simple random sampling. Analisis data menggunakan regresi linier sederhana dengan model SERVQUAL untuk mengukur kualitas pelayanan. Hasil/Temuan: Hasil menunjukkan kualitas pelayanan SUPPER CEPATD berada pada kategori tinggi (79,06%) dengan dimensi Assurance tertinggi (80,95%) dan Responsiveness terendah (76,76%). Kepuasan masyarakat mencapai kategori tinggi (81,98%) dengan dimensi Kesesuaian Harapan (82,50%) lebih tinggi dari Ketersediaan Merekomendasikan (81,47%). Kesimpulan: adanya pengaruh positif signifikan kualitas pelayanan SUPPER CEPATD terhadap kepuasan masyarakat di Kabupaten Pesisir Selatan. Studi merekomendasikan peningkatan aspek daya tanggap petugas, khususnya kejelasan informasi, serta mempertahankan kekuatan pada aspek jaminan legalitas dokumen dan transparansi biaya. Kata kunci: Kualitas Pelayanan; Kepuasan Masyarakat; Tanggap Darurat; Administrasi Kependudukan
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HN Social history and conditions. Social problems. Social reform |
| Divisions: | Campus > IPDN Kampus Jatinangor |
| Depositing User: | Studi Kependudukan dan Catatan Sipil FPM |
| Date Deposited: | 10 Jul 2025 06:16 |
| Last Modified: | 10 Jul 2025 06:16 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/23922 |
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