PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP CITRA INSTANSI KELURAHAN LUBANG BUAYA

FETOWIN, SHUGESTY EMIELLIA (2022) PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP CITRA INSTANSI KELURAHAN LUBANG BUAYA. S1 thesis, Universitas Mercu Buana Bekasi.

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Abstract

ABSTRAK Pengaruh Kualitas Pelayanan Publik Terhadap Citra Instansi Kelurahan Lubang Buaya Kecamatan Cipayung Kota Jakarta Timur, Skripsi Program Studi Publik Relasi Universitas Mercu Buana. Masalah utama dalam penelitian ini yaitu apakah kualitas pelayanan berpengaruh terhadapa kepuasan masyarakat pada Kantor Kelurahan Lubang Buaya Kecamatan Cipayung Kota Jakarta Timur. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap citra instansi pada Kantor Kelurahan Lubang Buaya Kecamatan Cipayung Kota Jakarta Timur. Metode pengumpulan data yang digunakan dalam penelitian ini adalah penggunaan kuesioner. Populasi dalam penelitian ini adalah seluruh masyarakat yang di layani di Kantor Kelurahan Lubang Buaya Kecamatan Cipayung Kota Jakarta Timur sedangkan sampel dalam penelitian ini sebanyak 100 orang. Metode analisis yang digunakan adalah regresi linear sederhana, hasil penelitian menyatakan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap citra instansi pada Kantor Kelurahan Lubang Buaya Kecamatan Cipayung Kota Jakarta Timur. Kata Kunci : Pelayanan, Kualitas, Citra ABSTRACT The Effect of Public Service Quality on Institutional Image in Lubang Buaya Village, Cipayung District, East Jakarta City, Thesis Program for Public Relations Studies at Mercu Buana University. The main problem in this study is whether service quality of service affects the image of the Lubang Buaya Village Office, Cipayung District, East Jakarta City. This study aims to determine the effect of service quality on the image of the Lubang Buaya Village Office, Cipayung District, East Jakarta City. The data collection method used in this research is the use of a questionnaire. The population in this study was the entire community served at the Lubang Buaya Village Office, Cipayung District, East Jakarta City while the sample in this study was 100 people. The analytical method used is simple linear regression, the results of the study state that service quality has a positive and significant effect on the image at the Lubang Buaya Village Office, Cipayung District, East Jakarta City. Keywords: Service, Quality, Image.

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