Analysis of Service Quality and Public Satisfaction on Local Government Agencies in Manado City

Abstract

The purpose of this study are: (1) to know and analyze the picture of service quality and public satisfaction on Local Government Agencies of Manado city, (2) to know whether the variable of tangible, responsiveness, reliability, assurance and empathy influenced to the public satisfaction of Manado city, partial or simultaneous. This research was conducted on Local Government Agencies of Manado city in 2017. The respondents of this research are Manado city people who have ever received the service of Local Government Agencies of Manado city. The analytical method used is descriptive analysis and multiple linear regression analysis, the data is processed with the help of program SPSS Version 24. The results of this study found that: (1) The service quality and public satisfaction on Local Government Agencies in Manado city are good, (2) Increased reliability, assurance and empathy will result in increased the public satisfaction of Manado City where reliability has the most dominant influence on the public satisfaction of Manado City. (3) Conversely, increased tangible and responsiveness will not result in the increasing of the public satisfaction of Manado City. (4) Improved tangible, responsiveness, reliability, assurance, and empathy together will result in increased the public satisfaction of Manado City.