PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN PUSAT KESEJAHTERAAN SOSIAL (PUSKESOS)TERHADAP KEPUASAN MASYARAKAT DESA GROGOL KECAMATAN GUNUNG JATI KABUPATEN CIREBON

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan citra perusahaan terhadap kepuasan masyarakat Desa Grogol Kecamatan Gunung Jati Kabupaten Cirebon secara parsial dan simultan. Penelitian dilakukan pada masyarakat Desa Grogol yang sudah terdata dalam sipepek versi 2.Metode yang digunakan adalah metode kuantitatif dengan pendekatan deskriptif dan pengukuran indikator menggunakan skala likert 1-4. Pengumpulan data menggunakan metode kuisioner yang disebarkan dengan google from yang terdiri dari 24 pernyataan dengan responden berjumlah 104 orang.Teknik pengambilan sampel yang digunakan yaitu teknik sampling.Analisis data menggunakan uji validitas, uji reliabilitas, analisis regresi linier berganda, uji T, uji F dan koefisien determinasi. Hasil penelitian menunjukan bahwa secara parsial variabbel kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan masyarakat dengan nilai 5,560> 1,984 dan signifikansi 0,000 < 0,005 dan variabel citra perusahaan berpengaruh positif dan signifikan terhadap kepuasan masyarakat dengan nilai 4,544>1,984 dan signifikansi 0,000 < 0,005 serta hasil penelitian secara simultan variabel kualitas pelayanan dan citra perusahaan berpengaruh positif dan signifikan terhadap kepuasan masyarakat dengan nilai 76,979> 3,09 dan signifikansi 0,000 < 0,005.

This research aims to determine the influence of service quality and company image on community satisfaction in Grogol Village, Gunung Jati District, Cirebon Regency, partially and simultaneously. The research was carried out on the Grogol Village community which had been recorded in Sipepek version 2. The method used is a quantitative method with a descriptive approach and indicator measurement using a 1-4 Likert scale. Data collection used a questionnaire method distributed using Google From, which consisted of 22 statements with 104 respondents. The sampling technique used is the sampling technique. Data analysis uses validity tests, reliability tests, multiple linear regression analysis, T test, F test and coefficient of determination. The research results show that partially the service quality variable has a positive and significant effect on community satisfaction with a value of 5,560 > 1.984 and a significance of

0.000 < 0.005 and the corporate image variable has a positive and significant influence on community satisfaction with a value of 4.544 > 1.984 and a significance of 0.000 < 0.005 as well as the results of the research simultaneously the variables of service quality and company image have a positive and significant effect on community satisfaction with a value of 76.979 > 3.09 and a significance of 0.000 < 0.005. The R square value is 0.604, which shows that the percentage of the quality of library services and facilities on visiting interest is 60.4% and the remaining 39.6% is influenced by other variables not analyzed in this research.