The Influence of Service Quality on Service User Satisfaction at KPKNL Jember

ABSTRACT : The government has an obligation to provide services to the community as stated in the 1945Constitution and in more detail it is stated in Law Number 25 of 2009 concerning Public Services (PublicService Law). Public services or services to the community are carried out by empowering all existinggovernment resources, both in the form of public goods and public services as stated in Article 5 paragraph (1)of the Law on Public Services. These services cover all aspects of national and national life starting fromdefense, security, education, economy, health and others, which are carried out by government agencies inaccordance with their respective fields. The purpose of this study was to test and analyze the effect of servicequality indicators (tangibles, reliability, responsiveness, assurance, empathy) simultaneously and partially on thesatisfaction of users of state property management services at KPKNL Jember, as well as to see the mostdominant variables in service quality. The sample in this study was 60 respondents who used purposivesampling technique. Data analysis used multiple regression test, hypothesis testing and coefficient ofdetermination (R2). Based on the results of the study, it explains that all service quality variables (tangibles,reliability, responsiveness, assurance, empathy) have a simultaneous effect on service user satisfaction whilepartially there are four variables that influence them (tangibles, reliability, responsiveness and assurance) thenone other variables (empathy) have no effect on service user satisfaction. Of the five variables, it turns out thattangible variables (Physical Evidence) have a dominant influence on service user satisfaction.

KEYWORDS : Influence, Service Quality, Service User Satisfaction