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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 · 138 co-authorship links · 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
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Asrip PuteraUniversitas Halu Oleo2
Adnan HakimUniversitas Halu Oleo2
Rusmawati LabenuaAffiliation unknown2
Yusuf MontunduUniversitas Halu Oleo2
Nursaban RommyUniversitas Halu Oleo2
Endro SukotjoUniversitas Halu Oleo2
Samdin SamdinUniversitas Halu Oleo2
La HataniUniversitas Halu Oleo2
Wa Kuasa BakaAffiliation unknown1
Laode SabaruddinUniversitas Halu Oleo1
Zulfikar ZulfikarUniversitas Halu Oleo1
Nini Mila RahniUniversitas Halu Oleo1
Arsy Aysyah AnasUniversitas Halu Oleo1
Yusuf YusufUniversitas Halu Oleo1
Jeanet Silky MeitriUniversitas Halu Oleo1
Nurwati NurwatiUniversitas Halu Oleo1
Hendrik IrawanUniversitas Halu Oleo1
La Ode Bahana AdamUniversitas Halu Oleo1
Zaluddin ZaluddinUniversitas Halu Oleo1
Unika Oktaviani DamauUniversitas Halu Oleo1
Muhamad Raflianto OdeUniversitas Halu Oleo1
Laode Asfahyadin AliddinUniversitas Halu Oleo1
Nurul IttaqullahUniversitas Halu Oleo1
Hastuti HastutiUniversitas Halu Oleo1
Syarmila SyarmilaUniversitas Halu Oleo1
Nurwati NurwatiUniversitas Halu Oleo1
Rahmat MadjidUniversitas Halu Oleo1
Hayat YusufUniversitas Halu Oleo1
Irmawati IrmawatiUniversitas Halu Oleo1
Nasrul NasrulUniversitas Halu Oleo1
Eliyanti Agus MokodompitUniversitas Halu Oleo1
Anggita NatashyaUniversitas Halu Oleo1
Muh. Rivan KohawanUniversitas Halu Oleo1
S SahidinAffiliation unknown1
W WahyuniUniversitas Halu Oleo1
S SahidinUniversitas Halu Oleo1
Dani UmbaraUniversitas Halu Oleo1

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 Oct 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>
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