Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Masyarakat di Kantor Kelurahan Semanan Jakarta Barat

The Influence of Service and Facility Quality on Community Satisfaction at the Semanan Village Office, West Jakarta

Abstract

This study examines the effects of service quality and facilities on community satisfaction at the Semanan Village Office in West Jakarta. A quantitative associative survey involved 386 service users selected through purposive sampling. Each variable was measured using five Likert-scale statements. IBM SPSS Statistics 26 analyses included item–total correlations, Cronbach’s alpha, residual diagnostics, multicollinearity, multiple linear regression, t-tests, an F-test, and coefficients of determination. All items exceeded the correlation threshold of approximately 0.100, and alpha coefficients ranged from 0.771 to 0.800. Service quality had a coefficient of 0.500 with t = 14.001, while facilities had a coefficient of 0.430 with t = 12.734; both showed p < 0.001. The model yielded F(2,383) = 473.619 and R² = 0.712. The standardized service-quality coefficient of 0.491 was numerically higher than the facilities coefficient of 0.446. The Kolmogorov–Smirnov test rejected residual normality, although distribution-shape indicators suggested limited departures. The findings support positive associations between both predictors and satisfaction within the study sample. Generalization is limited by nonprobability sampling, the survey design, and residual diagnostics without robust inference.