PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN MASYARAKAT DI UNIT PELAYANAN SURAT KETERANGAN CATATAN KEPOLISIAN (SKCK) POLRES KARANGANYAR

Abstract

This study aims to examine the effect of service quality built on the dimensions of Tangibles,
Reliability, Responsiveness, Assurance and Empathy on Customer Satisfaction at the
Karanganyar Station Police SKCK service unit. The research data was obtained through a
questionnaire distributed to SKCK applicants at the Karanganyar Police Station SKCK
Service Unit. Sampling using probability sampling method with the number of respondents as
many as 100 people. Hypothesis testing with SPSS application and multiple linear regression
analysis. The results of the study show that partially the dimensions of Tangibles, Reliability
and Assurance have a significant effect on customer satisfaction, while the dimensions of
responsiveness and empathy do not significantly affect customer satisfaction.