The Influence of the Effect of Service Quality and Employee Performance on Community Satisfaction in the Population and Civil Registry Service of Padang City

Hafiz, Yulius and Syamsir, Syamsir (2019) The Influence of the Effect of Service Quality and Employee Performance on Community Satisfaction in the Population and Civil Registry Service of Padang City. In: Proceeding International Conference on Public Administration, Policy and Governance (ICPAPG 2019), 2019.

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Abstract

In the performance evaluation process in public services, satisfaction measurement is an important element services where to provide better, more efficient, and more effective services is the ultimate goal based on community needs. It is expected that the Population and Civil Registry Service of Padang City can provide the best quality service so that the public of Padang who need it will feel satisfied with the services provided. This study aims to look at the effect of service quality and employee performance on community satisfaction at the Population and Civil Registry Service of Padang City. Quantitative method is a method used in this study with the aim to determine the effect or relationship between two or more variables. The population in this research is all the people of Padang who have visited the Population and Civil Registry Office of Padang City. The sample used in this study was 263 based on the Slovin Formula with a tolerance level of 5%. Sampling uses a simple accidental random sampling technique. The results showed that there was a significant effect between service quality on community satisfaction at 16.9% there is a significant influence between employee performance on community satisfaction by 22.8% and there is a simultaneous influence of the three variables at 30.6%

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