THE INFLUENCE OF SERVICE QUALITY, ACCOUNTABILITY, AND TRANSPARENCY ON CALIBRATION SERVICE SATISFACTION AT THE LEGAL METROLOGY OFFICE IN THE CITY OF PALOPO

Abstract

The purpose of this study is to analyze the influence of service quality, accountability, and transparency on service satisfaction at the Legal Metrology Office in Palopo City. This study uses quantitative approach with survey method that allowed gathering the data from respondents who are users of calibration and re-calibration services. The primary data applied in this research acquired directly from respondents through questionnaires that has distributed to all businessmen or owners of measurement instruments in the Palopo city. The population in this study consists of all businessmen or owners of measurement instruments in the city of Palopo. The researcher used simple random sampling with 100 respondents, where each component of the population has an equal chance of being selected as a sample. The results of this research show that the three independent variables, which are service quality, accountability, and transparency, have a significant impact on service satisfaction. Services quality which involved aspects of reliability, accuracy, and professionalism, has proven to be a main factor in escalating user satisfaction. Furthermore, accountability and transparency in the service process also play a crucial role to raise public trust and satisfaction. This research concludes that to enhance service satisfaction, the Legal Metrology Office of Palopo City needs to constantly improve service quality, strengthen accountability mechanisms, and accelerate transparency to the public.