Rahmadini, Annisa Haska (2023) Pengaruh Kualitas Pelayanan, Kinerja Pegawai, Dan Fasilitas Terhadap Kepuasan Masyarakat (Studi Kasus Di Dinas Perpustakaan Umum Dan Arsip Daerah Kota Malang Tahun 2022). Undergraduate thesis, Fakultas Ekonomi Dan Bisnis Universitas Merdeka Malang.

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Abstract

The aims of this study are 1) to find out and analyze whether service quality, employeeperformance, and facilities simultaneously have a significant effect on communitysatisfaction. 2) To find out and analyze whether service quality, employee performance,and facilities partially have a significant effect on community satisfaction. 3) To find out thevariables that have a dominant influence on community satisfaction. This study usesqualitative data types which are quantified through a Likert scale. The population in thisstudy were people who had visited the Dispussipda Malang City with an average of ±340visitors in 1 day. The number of samples used were 80 respondents. The samplingtechnique used is side random technique. The data collection technique is in the form of aquestionnaire. The data analysis technique uses multiple linear regression analysis withthe help of the SPSS 21 program. The results of the F test show that service quality,employee performance, and facilities simultaneously have a significant effect oncommunity satisfaction. While the results of the t test show that service quality, employeeperformance, and facilities partially have a significant effect on community satisfaction. Thevariable that has the dominant influence is employee performance

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