THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON PUBLIC SATISFACTION AND POLICE IMAGE SOUTH BARITO DISTRICT
Abstrak
The image of the police is an indication of public trust in companies or institutions, and the satisfaction by the community is affected by several factors, including service quality consisting of physical evidence (tangible) response (responsiveness), reliability, empathy, and assurance. Some of these factors greatly change Community Satisfaction and Police Imagery variables. The objective of this study is to analyze and validate the influence of service quality which consists of physical evidence, responses, reliability, empathy, and guarantees to public satisfaction and the image of the police. To complete the objectives of the study, the researchers used technical path analysis and assisted using the SPSS 25 application. Including the respondents as a sample of 100 people with primary data collected through questionnaires with a measurement scale of variables the Likert scale. Furthermore, the results of this study confirm that the physical evidence variable has a clear effect on community satisfaction of 0.286% and the image of the police force of 0.129%. The responsiveness of reliable answers has a direct effect of - 0.076% and the image of the police force of 0.000%. The reliability variable directly influences the community satisfaction by 0.258% and towards police image by 0.305% empathy variable precisely influences community satisfaction by 0.115% to police image by 000%. The assurance variable has a straight effect on community satisfaction by 0.455% and the image of the police force by 0.209%. Moreover, community satisfaction affects the image of the police force 0.389%.
##plugins.generic.usageStats.downloads##
Referensi
Aswathappa, K. (2002). Human Resource and Personnel Management Text and Cases, Third Edition, Tata McGraw-Hill Publishing Company Limited, New Delhi.
Gomes, FC (2001). Management Human Resources. Yogyakarta: Andi
Hasibuan, PSM (1994). Management Human Resources, Edition Revision. Jakarta: Bumi Aksara.
Hidayati, T. (2014). Quality Public Services to Public Satisfaction and Trust in the Bengalon Police Sector (Polsek). Journal of Innovation in Business and Economics, 5 (1), 45-62.
Mangkunegara AP (2003). Planning and Development Human Resources, Printing First. Bandung: Refika Aditama.
Marlinda, P., & Anggraini, R. (2020). Improvement Quality Service Police in an Effort to Handle Public Complaints at the Lima Puluh Kota Pekanbaru Police Station. Journal Public Administration and Business (JaPaBis), 2 (2), 19-23.
Moenir, AS (1983). Approach Humans and Organizations To Coaching Personnel. Jakarta: Gunung Agung.
Parasuraman, A. (1995). Measuring and monitoring service quality. Understanding services management, 143-177.
Audah, A. K., & Kusmaningtyas, A. (2019). The Influence Of Participation Leadership, Organizational Culture, Innovation To Organizational Capability And Cooperative Performance In The Province Of South Kalimantan. Archives of Business Research, 7(3).
Setyaningsih, IR (2009). Quality office service traffic police sim affairs police station Sragen.
Siagian, SP (1998). Management Human Resources, Edition First, Jakarta: Bumi Aksara, Jakarta.
Subroto, D., & Yamit, Z. (2004). The Influence performance service apparatus police to satisfaction society. Journal Synergy, 7 (1).
Sugiyono. (2001). Research Methods Business. Bandung: Alfabeta.
Tinggogoy, D.C., Bahar, D., & Tondo, S. (2020). Analysis quality service public at the North Halmahera Police. JIPAGS (Journal of Indonesian Public Administration and Governance Studies), 3 (2).
Tjiptono, F. (2014). Marketing Services Principles, Implementation, and Research. Yogyakarta: Andi.
Winarsih, AS & Ratminto. (2012). Management service.
