KUALITAS KINERJA PEGAWAI DAN KOMUNIKASI INTERPERSONAL TERHADAP KEPUASAN MASYARAKAT PADA PEMBUATAN E-KTP DI KECAMATAN CIBUGEL KABUPATEN SUMEDANG

Abstract

This study aims to evaluate the effect of Employee Performance and Interpersonal Communication on Community Satisfaction in the context of making E-KTP. Employee Performance Variables consist of Tangibility, Reliability, and Responsiveness, while Interpersonal Communication consists of Openness, Empathy, Support, and Positive Attitude. Community Satisfaction is measured through Timeliness, Accessibility, and Service. The research was conducted by collecting data through a survey of people who used the service to make an E-KTP. Data analysis was performed using multiple linear regression methods to test the effect of the independent variables on the dependent variable. The results of the study show that Employee Performance and Interpersonal Communication have a significant influence on Community Satisfaction. In the Employee Performance dimension, it was found that adequate facilities, a professional appearance, and a good appearance of the E-KTP contributed to increasing Community Satisfaction. Reliability shows the importance of good information management, while Responsiveness emphasizes fast response and Responsiveness to the public. Interpersonal Communication also has a significant influence on Community Satisfaction. Openness, Empathy, Support, and a Positive Attitude in Communication between employees and the community are important factors in increasing Community Satisfaction. The Community Satisfaction variable found that Timeliness, Accessibility, and Good Service significantly contributed to the level of Community Satisfaction in the E-KTP-making service. The results of this study have important implications for related parties, such as government agencies and employees involved in making E-KTPs, to improve employee performance and interpersonal Communication to meet community expectations and needs in public services.