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Jurnal

PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA PROSES PEMBUATAN SIM DI SATLANTAS SATUAN PENYELENGGARA ADMINISTRASI SIM (SATPAS) POLRES KENDARI

Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) · Vol. 4 No. 3 (2021) · pp. 121–132

DOI
10.33772/jumbo.v4i3.16678
ISSN
2502-4175
Published
2021-02-05
Publisher
Pascasarjana Universitas Halu Oleo
Language
eng

Abstract

The purpose of this study was to determine the effect; 1) Simultaneously the dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, on community satisfaction. 2) partially the tangible dimension to community satisfaction. 3) partially the dimension of reliability to community satisfaction. 4) partially the dimensions of responsiveness to community satisfaction. 5) partially the dimension of assurance to community satisfaction. 6) partially the dimension of empathy to community satisfaction. The research design used is quantitative research. The data used are secondary and primary data. Data analysis usingSPSS software version 20. The sampling technique uses accidental sampling totaled 48 applicants who made SIM at the Kendari Police SATPAS. The results showed that; 1) The dimensions of service quality simultaneously have a positive and significant effect on community satisfaction. 2) The dimension of physical evidence (tangible) partially has a positive and significant effect on community satisfaction. 3) The dimension of reliability partially has a positive and significant effect on community satisfaction. 4) The dimension of responsiveness (responsiveness) partially has a positive and significant effect on community satisfaction. 5) The partially assurance dimension has a positive and significant effect on community satisfaction. 6) Dimensions of empathy (empathy) partially have a positive and significant effect on community satisfaction.

Keywords

Collaboration network of the authors

40 authors · 150 co-authorship links · 1 across different organisations · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Universitas Muhammadiyah Kendari
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Nurwati NurwatiAffiliation unknown4
Endro SukotjoAffiliation unknown4
Asrip PuteraAffiliation unknown2
Hayat YusufAffiliation unknown2
MUHAMMAD TAUFIKAffiliation unknown2
Yusuf YusufUniversitas Muhammadiyah Kendari2
Yusuf MontunduAffiliation unknown2
Rahmat MadjidAffiliation unknown2
Samdin SamdinAffiliation unknown2
Nursaban RommyAffiliation unknown2
La HataniAffiliation unknown2
Surni .Affiliation unknown1
Azhar BafadalUniversitas Halu Oleo1
Munirwan ZaniUniversitas Halu Oleo1
Putu ArimbawaAffiliation unknown1
Surni SurniAffiliation unknown1
Jeanet Silky MeitriAffiliation unknown1
Hendrik IrawanAffiliation unknown1
La Ode Bahana AdamAffiliation unknown1
Zaluddin ZaluddinAffiliation unknown1
Unika Oktaviani DamauAffiliation unknown1
Nurul IttaqullahAffiliation unknown1
Muhamad Raflianto OdeAffiliation unknown1
Laode Asfahyadin AliddinAffiliation unknown1
Hastuti HastutiAffiliation unknown1
Syarmila SyarmilaAffiliation unknown1
Abdul Razak YusufAffiliation unknown1
Siti MariatiAffiliation unknown1
Ansir -Affiliation unknown1
Irmawati IrmawatiAffiliation unknown1
Nasrul NasrulUniversitas Halu Oleo1
Eliyanti Agus MokodompitAffiliation unknown1
Anggita NatashyaAffiliation unknown1
Rivan KohawanAffiliation unknown1
S SahidinAffiliation unknown1
W WahyuniAffiliation unknown1
S SuaibAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/JUMBO/oai, first harvested 31 Okt 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT  PADA PROSES PEMBUATAN SIM DI SATLANTAS SATUAN PENYELENGGARA ADMINISTRASI SIM (SATPAS) POLRES KENDARI</dc:title>
	<dc:creator>Aris, Muhammad</dc:creator>
	<dc:creator>Kamaluddin, Murdjani</dc:creator>
	<dc:creator>Masri, Muhammad</dc:creator>
	<dc:subject xml:lang="en-US">dimensions of service quality, community satisfaction.</dc:subject>
	<dc:description xml:lang="en-US">The purpose of this study was to determine the effect; 1) Simultaneously the dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, on community satisfaction. 2) partially the tangible dimension to community satisfaction. 3) partially the dimension of reliability to community satisfaction. 4) partially the dimensions of responsiveness to community satisfaction. 5) partially the dimension of assurance to community satisfaction. 6) partially the dimension of empathy to community satisfaction. The research design used is quantitative research. The data used are secondary and primary data. Data analysis usingSPSS software version 20. The sampling technique uses accidental sampling totaled 48 applicants who made SIM at the Kendari Police SATPAS. The results showed that; 1) The dimensions of service quality simultaneously have a positive and significant effect on community satisfaction. 2) The dimension of physical evidence (tangible) partially has a positive and significant effect on community satisfaction. 3) The dimension of reliability partially has a positive and significant effect on community satisfaction. 4) The dimension of responsiveness (responsiveness) partially has a positive and significant effect on community satisfaction. 5) The partially assurance dimension has a positive and significant effect on community satisfaction. 6) Dimensions of empathy (empathy) partially have a positive and significant effect on community satisfaction.</dc:description>
	<dc:publisher xml:lang="en-US">Pascasarjana Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2021-02-05</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/JUMBO/article/view/16678</dc:identifier>
	<dc:identifier>10.33772/jumbo.v4i3.16678</dc:identifier>
	<dc:source xml:lang="en-US">Jurnal Manajemen, Bisnis dan Organisasi (JUMBO); Vol 4, No 3 (2020): Jurnal Jumbo Vol. 4 No. 3; 121-132</dc:source>
	<dc:source>2502-4175</dc:source>
	<dc:source>10.33772/jumbo.v4i3</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/JUMBO/article/view/16678/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2021 Jurnal Manajemen, Bisnis dan Organisasi (JUMBO)</dc:rights>
</oai_dc:dc>