Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengguna Layanan di Loket Seksi Bank Pada Kantor Pelayanan Perbendaharaan Negara Banjarmasin

Abstract

The study aims to examine the effect of service quality consisting of physical evidence, reliability, responsiveness, assurance and sympathy on service user satisfaction at the Bank Section Counter at the Banjarmasin State Treasury Service Office. The type of research used is the type of quantitative research. Data collection techniques by distributing questionnaires, observation, documentation, and literature study. The method used is multiple regression analysis. The study was conducted on 177 respondents using services at the Bank KPPN Banjarmasin Section Counter. The results showed that physical evidence, reliability, responsiveness, assurance and sympathy had a significant effect on service user satisfaction simultaneously. However, partially physical evidence and responsiveness have a significant effect, while reliability, assurance, and sympathy have no significant effect. Responsiveness is the dominant variable affecting the satisfaction of service users at the Bank Section counter at KPPN Banjarmasin. The suggestions given include: 1) opening additional counters when the queue is long. 2) set a picket schedule during recess. 3) So that the filing is done at the end of every working day.