ANALISIS KEPUASAN MASYARAKAT TERHADAP PELAYANAN ADMINISTRASI KEPENDUDUKAN DI MASA PANDEMI COVID – 19 BERDASARKAN INDEKS KEPUASAN MASYARAKAT KELURAHAN BUMI LAWEYAN SURAKARTA

Abstrak

The Population Administration Service during the COVID – 19 pandemic has not been achieved optimally because the state apparatus has been carrying out population administration services to carry out health protocols to the community. The existence of restrictions on services to the community with health protocols has an impact on community satisfaction with the services they receive. In addition, there must be a limitation on the number of people in the service room, this means that the number of serving officers and the service waiting room needs to be increased. The purpose of this study is 1) to determine the effect of service quality on community satisfaction 2) to determine what service quality factors have the most dominant influence on community satisfaction. This research was conducted on people who need population administration services at the Bumi Laweyan Village Office, Surakarta. Based on the number of visits during the pandemic, namely in 2022, a population of 6,338 people was obtained. The samples were taken as many as 65 people. The results of the study found that service quality had a significant positive effect on community satisfaction. Service quality factors consist of: direct evidence, reliability, responsiveness, assurance, and empathy. Direct evidence is the factor with the most dominant influence on community satisfaction. Keywords : Service quality, Community Satisfaction.